Job Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth  - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion  - Find a career in a place where everyone belongs.
• Benefits  - We care about your well-being.

Agency Description

Philly311 is the City of Philadelphia’s non-emergency contact center. Philly311 answers customer questions about city government, supports requests for service for most city agencies, and processes approximately 1.2 million customer interactions per year. The center is open from 8 AM to 8 PM, Monday – Friday. During declared emergencies, the center’s hours may be extended. Customers can submit inquiries or request for service 24/7 using web and mobile applications.

Job Description

Quality Customer Service is the principle for defining how the City of Philadelphia should serve its customers. To support this principle, the Administrative Assistant performs a variety of administrative duties for the 311 Contact Center. This position calls for flexibility, excellent interpersonal skills, project coordination experience, and the ability to work well with all levels of internal management, staff, and outside clients and vendors.

Essential Functions

• Provide high quality customer service skills to all levels of staff within the organization and external customers.
• Handle sensitive and/or confidential information in a discreet manner. 
• Provide support for training, projects, programs and day-to-day functions within the Contact Center.
• Monitor and manage various departmental email boxes and related digital media.
• Create and maintain reports for management related staffing, projects, programs, etc.
• Conduct research, compile data and prepare information for meetings reports, and presentations. 
• Oversee all aspects of general office coordination includes and not limited to:
  • Coordinate meetings and teleconferences.
  • Prepare responses to routine inquiries via electronic communication, letters, etc.
  • Maintain departmental files, documents, reports, invoices and other records.
  • Answer telephones and appropriately route calls as needed.
  • Maintain office calendars to coordinate work flow and meetings.
  • Monitor departmental accounts ensuring accurate and timely processing.
  • Manage equipment, supplies, and office furniture to include maintaining inventory, research pricing, make recommendations, ordering and coordinating delivery distribution, maintenance, and repair, etc. as appropriate.
  • Receive, sort, and distribute incoming mail/correspondence, including faxes and email and or packages in a timely manner.
• Participate and/or attend meetings as needed to represent the department or provide summary of key topics and outcomes.
• May supervise interns or volunteers.
• All other job duties as assigned.

Competencies, Knowledge, Skills and Abilities

• Proficient use of the internet and software such as Microsoft Office (Word, Excel, Powerpoint, Outlook).
• Social media, web page content management and digital communications savvy.
• Experience working in a fast-paced environment handling stressful situations and deadline pressures well.
• Ability to communicate effectively using various channels such as face-to-face, email, social media, telephone, etc. with all levels throughout the organization.
• Experience managing multiple projects concurrently producing quality results.
• Superior organizational and self-management skills.
• Ability to adapt to changing priorities.
• Demonstrates a high level of initiative.
• Skilled in creating clear and concise written communications, analytical and problem-solving skills.
• Can work effectively autonomously and as part of a team.
• Knowledge of principles and practices of organization, planning, records management and general administration.
• Demonstrated capacity to plan and carry out responsibilities with minimal direction.
• Ability to operate office equipment, including but not limited to computers, telephone systems, printers, copiers, facsimile machines, calculators, etc.
• An equivalent combination of education and experience that is determined to be directly related to the foregoing specific requirements may be substituted.

Qualifications

• Three or more years of experience as an administrative/executive assistant or similar role;
• At least one year experience supporting senior manager(s) and
• Two or more years supporting a customer service operation or call center.

An equivalent combination of education, experience, and/or training that provides the requisite skills, knowledge, and abilities as determined to be acceptable by the hiring authority. 

Additional Information

TO APPLY:   Interested candidates must submit a resume.

Salary Range: $55,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation : City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 6 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.

For more information, go to: Human Relations Website:

Job Tags

Similar Jobs