Job Description

Front Desk Administrator

Serve as the first point of contact for the Mayor's Office. This role greets visitors, answers and triages constituent calls, routes inquiries to the appropriate departments for resolution, and documents all interactions to ensure clear outcomes and follow-up. The position provides essential executive support to Mayor's Office operations, upholds confidentiality and customer-service standards, and helps maintain an organized, responsive workflow.

Key Responsibilities

• Greet and assist visitors to the Mayor's Office with professionalism, courtesy, and security awareness; verify appointments and direct to appropriate staff or meeting spaces.
• Answer, log, and triage constituent phone calls and voicemails; collect necessary information, determine urgency, and route to the correct department or individual for resolution; escalate high-priority issues as needed.
• Document all interactions in the city's constituent management system or designated database, tracking referrals, follow-ups, statuses, and outcomes.
• Coordinate with departments to ensure timely responses and closure on inquiries; follow up to confirm resolution and communicate results to constituents.
• Manage incoming mail, emails, and faxes; route items to appropriate offices and track delivery or action.
• Maintain current knowledge of basic Mayor's Office initiatives, services, and contact protocols to provide accurate information to the public.
• Provide administrative support as needed, including scheduling, filing, data entry, and preparing routine correspondence.
• Ensure confidentiality and compliance with privacy, data security, and public records requirements.
• Support special events, constituent outreach, and public engagement activities as assigned.
• Provide backup coverage for the front desk during absences or busy periods.

Education and Experience

Education

• Required: High school diploma or equivalent.
• Preferred: Associate degree or higher in Office Administration, Public Administration, Communications, or a related field.

Experience

• Required: 5 - 7 years of front desk, receptionist, or administrative support experience; experience in a customer-service role, ideally within government or public sector settings.
• Desired: Exposure to public-facing communications, constituent services, CRM or call-management systems, and basic data entry.

Knowledge, Skills and Abilities

• Professionalism in appearance, speech, organization and attention to detail.
• Discretion and ability to handle confidential information with integrity.
• Extremely strong written and verbal skills.
• Ability to work in a fast-paced and deliverable-focused environment.
• Ability to pivot from assignments to emergency directives based on volume and circumstance.
• Ability to work independently with a high degree of organization and self-motivation.
• Superior interpersonal and communication skills; professional telephone etiquette.
• Strong organizational abilities, attention to detail, and the capacity to manage multiple tasks with competing priorities.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and familiarity with customer relationship or case-management systems; ability to quickly learn city-specific software.
• Problem-solving mindset with the ability to triage and route inquiries effectively.
• Customer-service orientation; calm under pressure and capable of defusing tense situations.
• Bilingual ability (e.g., English/Spanish) is preferred.

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