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NEOGOV · 5 days ago

Administrative Assistant, Customer Relations Department (Complaints)

El Monte, CA

Full-time

Onsite

Entry Level

$24/hr - $25/hr

3+ years exp

Access Services is committed to providing quality service in the greater Los Angeles region, and they are seeking an Administrative Assistant for their Customer Relations Department. The role involves managing administrative and customer service tasks, addressing inquiries, performing audits, and ensuring compliance with service standards.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Respond to inquiries from both internal and external stakeholders, received through customer service emails, mail, or in person

Record and analyze customer feedback through the established ticketing system, making sure concerns are categorized adequately for further investigation

Address service-related questions by clarifying program parameters and providing guidance on service operations, policies, eligibility criteria, and complaint procedures

Prepare formal response to investigations, ensuring adherence to departmental guidelines

Manage the assigned ticketing queue independently while following the processing deadlines

Receive and organize incoming mail, forwarding misdirected items when needed

Review and process administrative documents and materials (Access to Work, Release of Information Forms, ADA Visitor Requests, and Public Records Requests, etc.) in accordance with regulatory requirements

Review and reconcile incoming backup service provider invoices to ensure accuracy, address discrepancies, conduct investigations, and collaborate with staff to resolve anomalies

Review and determine ADA paratransit visitor eligibility in accordance with established procedures and federal regulations, while managing and maintaining all related files, reference materials, and determination letters

Monitor, track, and analyze mentions of the organization across various media channels—including print, broadcast, social media, and online sources—providing timely alerts to designated staff about critical coverage and delivering comprehensive media analysis reports to relevant team members

Assist with processing coupon and Access ID card payments, investigating and resolving payment issues, and managing undeliverable or unclaimed cards as needed

Other duties as assigned by the Customer Relations Project Administrator

Qualification

Customer serviceAdministrative dutiesTyping skillsData entryBilingual SpanishInterpersonal communicationOrganizational skillsConflict resolutionProblem-solving

Required

Associate Degree required

Three (3) years of experience performing general administrative duties

A typing certificate of 40 NWPM (net words per minute) is required. Typing certifications must be 5 minutes in length and proctored (in-person). Unmonitored typing tests obtained online are not acceptable