Administrative Support Assistant (Water)

The Administrative Support Assistant provides essential frontline customer service, operational compliance, and clerical support for the West Allis Municipal Water Utility. Under the direction of the Customer Service Administrator, this position acts as the primary point of contact for the public, managing general utility inquiries, basic billing questions, and field staff scheduling.
This role works in close, daily collaboration with the Accounting Specialist; while the Administrative Support Assistant resolves general inquiries and basic account questions, they are responsible for seamlessly routing complex billing disputes, detailed usage investigations, and advanced financial discrepancies to the Accounting Specialist. Additionally, this position serves as an essential office resource for field staff, assisting with work orders, permits, and timecard workflows.
Due to high public call volumes and walk-in citizen traffic, task interruptions in this position are frequent and on some days almost continuous. The successful candidate must possess the agility to regularly stop and restart detailed administrative and financial tasks-such as accounts payable routing, compliance tracking, and timecard reconciliation-while maintaining a high level of accuracy and professional composure.

Customer Service & Frontline Operations: Serve as the face and voice of the utility by managing high-volume phone calls and the shared email inbox. Answer general utility questions, address basic billing inquiries, and route in-depth account or financial disputes to the Accounting Specialist as appropriate.
Operational Scheduling & Support: Coordinate daily field schedules for Water technicians, plumbing inspectors, and water quality teams. Create and process physical and electronic work orders and meter appointment cards within the asset management system.
Compliance Tracking & Letters: Monitor utility systems for due meter exchanges and testing to generate and distribute notification letters in strict compliance with Public Service Commission (PSC) regulations. Research returned mail, track outstanding compliance notices, and coordinate necessary service disconnections for non-compliant accounts.
Permit & Request Processing: Review and administer online requests from the citizen portal, including address changes and real estate status forms. Manage the intake, distribution, inventory reviews, and contractor billing for hydrant and tap permits.
Financial & Office Administration: Perform foundational accounting and clerical functions, including gathering approvals and routing vendor invoices through the Accounts Payable system, reviewing monthly credit card statements, and scanning receipts.
Timecard Reconciliation: Review and reconcile employee timecards in the time and attendance software, assisting staff with pay code entries and verifying total hours against field work orders.
These are not intended to be all-inclusive. Other duties outside of the Administrative Support Assistant position for which he/she is otherwise qualified, including those of a lower classification, may be assigned as required to adequately address work request demands.
Click HERE for full job description (PDF).

High School diploma/equivalent
2 years recent paid business office work
MS Word and Excel proficiency