Operational Support Coordinator

The City of Portsmouth is seeking a detail-orientated, customer-focused Operational Support Coordinator to serve as the primary administrative and customer service contact for the Department to Public Works. This position plays a central role in ensuring residents, contractors, and internal staff receive timely, accurate, and professional support. Salary range: Starting salary range is $55,898.37- $67,944.82 a year per the Professional Management Association (PMA)Hours: Full time, 37.5 hours a weekSchedule: Monday-Friday: 8am-4:30pmWe encourage you to apply even if you don't satisfy every single bullet on this list.The City offers a generous compensation and benefits package that includes retirement paid time off including vacation holidays medical & dental insurance flexible spending account professional development career growth longevity incentives and more!NATURE OFWORKThe purpose ofthis position is to serve as the primary customer service and administrativesupport contact for the Public Works Department. The incumbent responds to allincoming calls and inquiries; enters and tracks service requests and complaintsin the department's work management system; routes requests to the appropriatemanager, supervisor, or City department; maintains departmental logs andrecords; and issues and manages street excavation, flagging, propertyencumbrance, and new water, sewer, and stormwater permits.The positionoperates a central telephone system; office computers; work order andcustomer-service tracking platforms; permitting and licensing software; andpublic works communication radios. The incumbent is also cross-trained toprovide essential support for Utility Billing activities, including customerinquiries, account updates, and coordination with Water/Sewer Billing and Meterstaff.The incumbentfunctions as a member of a cross-divisional team with the Utility Billingstaff, collaborating daily to ensure accurate billing processes, timely serviceorder coordination, and consistent customer communication across the Departmentof Public Works.SUPERVISIONWork is performedunder the general supervision of the Director of Public Works, the Operations Director,the Administrative Manager or their designee and is reviewed according to theCity's personnel plan through observation, reports, and results achieved.ESSENTIALJOB FUNCTIONSTheessential functions or duties listed below are intended only as illustration ofthe various types of work that may be performed. The omission of specificstatements of duties does not exclude them from the position if work issimilar, related, or a logical assignment to, or extension of, the position.1. Receives and transfers all incoming calls to the properindividual, public works office, division, City department or switchboard. Gives priority to incoming emergency calls.2. Tracks permit applications within the City's permittingplatform to ensure timely review and approval. Coordinates with City departments to manage the encumbrance of Cityproperty following approved policies.3. Collaborates with the Director of Public Works, TransportationEngineer, and the Project Manager for Engineering and Operations to ensure safeflagging and excavation operations.4. Works with the Water/Sewer General Foreman to initiatenew water service, new sewer service, and stormwater permits and providesfollow-up as needed.5. Maintains current knowledge of best managementpractices of excavations.6. Collaboratively evaluates and recommends updates toPublic Works fee structures with their supervisor.7. Follows the City's cash-handling policies, processespayments in the financial system, and exercises sound judgment in credit cardtransactions.8. Maintains strict confidentiality of customerinformation, account records, and sensitive departmental data in accordancewith City policies and applicable laws.9. Prepares annual reports for budgeting, compliance, andoperational tracking, and provides additional reports as requested byprofessional staff.10. Servesas an information resource, responding to a wide range of questions regardingPublic Works and City operations, locations, and services.11. Proactivelyassists external and internal customers in locating or accessing appropriatePublic Works and City services.12. Usesdigital record-keeping systems to maintain records related to street excavationand flagging permits, encumbrance permits, and other departmentalauthorizations.13. Tracksbulk water distribution at the DPW facility and records all usage and paymentsfor billing-related documentation.14. Issuestags, accepts payment for, and schedules bulky waste collection activities.15. Operatesthe dispatch office during snow events and emergency operations during regularbusiness hours.16. Notifiesthe Director of Public Works or their designee of emergencies.UTILITYBILLING CROSS-TRAINING FUNCTIONS1. Providescross-trained backup support to Utility Billing by responding to customerinquiries regarding water and sewer accounts, rates, billing cycles, andpayment options.2. Assistswith requests for new accounts, final readings, shutoffs, transfers, and otherservice orders, ensuring timely coordination with field staff and billingpersonnel.3. Entersand updates customer account and meter information in the billing system withaccuracy and attention to detail.4. Supportsthe Utility Billing team during peak workloads by preparing documentation,verifying account information, and handling customer questions.5. Identifiespotential billing discrepancies and forwards issues to the appropriateWater/Sewer staff for resolution.6. Providesadministrative coverage to ensure continuity of Utility Billing operationsduring absences, lunch breaks, or high-volume periods.EXAMPLES OFOTHER JOB FUNCTIONS1. Performs related administrative work and other dutiesas assigned by the Supervisor, Operations Director, or Director of Public Worksor their designee.REQUIREDKNOWLEDGE, SKILLS AND ABILITIESThe incumbentconsistently demonstrates a(n)...1. Abilityto manage multiple tasks simultaneously, remain pleasant and professionalduring frequent interruptions, and stay calm under pressure.2. Abilityto communicate courteously and effectively with customers, co-workers, Citydepartments, and outside agencies via phone, radio, email, and in person.3. Abilityto work effectively as part of a coordinated team with Utility Billing staff,sharing information, supporting workload balance, and contributing to seamlesscustomer service across divisions.4. Abilityto maintain accurate digital and manual records, assist permit applicants,enter information into data platforms, and generate reports.5. Strongproficiency with office computer programs, office automation tools, and generaloffice practices.6. Abilityto learn and apply utility billing procedures, account management processes,and billing system functions.7. Abilityto communicate effectively with the general public, City staff, and government officialsat all levels.ENVIRONMENT,WORKING CONDITIONS, PHYSICAL AND MENTAL EFFORTWork is performedin a standard office environment that is accessible to individuals withdisabilities. The incumbent may experience temperature variations or drafts.The work is primarily intellectual but may require occasional lifting of materialssuch as binders, files, or supplies weighing up to 35 pounds. The incumbentmust be able to effectively communicate in a manner that supports job duties,with or without reasonable accommodation.MINIMUMREQUIRED QUALIFICATIONSCandidates forthis position must have a high school diploma or equivalent (GED) and have takensupplemental or additional training in business or a related field. Applicants must be computer-literate withstrong knowledge of Microsoft Office and the ability to learn new technologies.A minimum of five (5) years of administrative or customer service experienceinvolving modern telephone systems and office software is required, or anyequivalent combination of training and experience. Prior knowledge ofexcavations, municipal operations, utility systems, or customer serviceprocedures is preferred.(The above descriptions are illustrative. They are intended as guides for personnel actions and are not complete itemizations of all facets of any job)DISCLAIMERThe essential functions and duties describedherein are normal for this position. They are intended as an illustration ofthe various types of work that may be performed. The omission of specificstatements of duties does not exclude them from the position if work issimilarly related or a logical assignment to or extension of the position.Other duties may be required and assigned by the supervisor. The City ofPortsmouth is an affirmative action and equal opportunity employer. Allqualified applicants will receive consideration for employment without regardto race, color, religion, sex, disability, age, sexual orientation, genderidentity, national origin, veteran status, or genetic information. The City iscommitted to providing access to equal opportunity and reasonable accommodationfor individuals with disabilities in employment, its services programs, andactivities. To request reasonable accommodation, contact our Human ResourcesDirector by phone 603-610-4478.APPLICATION SPECIAL INSTRUCTIONS