Administrative Coordinator

POSITION SUMMARY

The Administrative Coordinator is the primary point of contact for residents, businesses, visitors, and other stakeholders interacting with Town Hall. The position ensures reliable front-office operations, responsive customer service, accurate intake and routing of service requests, and effective coordination of routine administrative workflows. The position provides limited scheduling, correspondence, and logistical support to Town leadership as assigned, while maintaining front-office coverage as its primary responsibility.

Front Office Operations and Customer Service

• Serve as the primary receptionist and greet residents, visitors, vendors, and stakeholders professionally.
• Answer, screen, respond to, and direct telephone calls and general inquiries.
• Open and close Town Hall in accordance with approved procedures; coordinate backup coverage.
• Monitor general Town email accounts and route inquiries appropriately.
• Maintain an organized, accessible, and welcoming reception area.
• Provide accurate information about Town services, procedures, programs, and resources.

Customer Request and Service Coordination

• Administer daily intake, categorization, assignment, and tracking of requests in Zendesk or successor systems.
• Route requests based on established protocols and monitor outstanding items for timely follow-up.
• Maintain complete and accurate records of inquiries, service requests, and responses.
• Escalate urgent, sensitive, unresolved, or policy-related matters to appropriate personnel.
• Identify recurring customer service issues and recommend workflow improvements.

General Administrative Support

• Prepare, proofread, format, and distribute routine correspondence, notices, and documents.
• Assist with meeting room arrangements, materials, and basic logistical coordination.
• Provide limited calendar or scheduling assistance to the Town Administrator or Mayor when assigned and when front-office coverage permits.
• Track assigned administrative deadlines and follow-up items within established priorities.
• Support the Town Clerk with administrative tasks without assuming statutory Clerk duties.

Office Systems, Records, and Coordination

• Maintain office contact directories, forms, templates, administrative reference materials, and written front-office procedures.
• Receive, sort, and distribute mail and deliveries; coordinate office supplies and approved purchasing requests.
• Maintain electronic and paper records in accordance with Town policies and applicable retention requirements.
• Assist with municipal software, electronic forms, and administrative technology workflows.
• Support cross-training and backup coverage procedures for reception, telephones, and customer requests.
• Coordinate with other departments while respecting established reporting lines and decision-making authority.

Other Duties

• Provide backup support for routine administrative functions as assigned.
• Participate in training and professional development.
• Perform other related duties as assigned consistent with operational needs.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service, interpersonal communication, and conflict de-escalation skills.
• Excellent organization, attention to detail, and ability to manage competing priorities.
• Proficiency with Microsoft 365 and ability to learn municipal systems, including Zendesk.
• Sound judgment in distinguishing routine decisions from matters requiring approval or escalation.
• Ability to maintain confidentiality and communicate effectively across departments.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required; associate degree in a related field preferred.
• Three years of administrative support, office coordination, or customer service experience; equivalent combinations of education and experience may be considered.
• Experience in local government, executive-office support, records management, or customer request systems preferred.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work is performed primarily on-site in a municipal office with frequent public contact, telephone and computer use, and occasional lifting of office materials up to 25 pounds. Reliable presence during assigned Town Hall operating hours is essential. Reasonable accommodations may be made for qualified individuals with disabilities.

PERFORMANCE EXPECTATIONS

Performance will be assessed based on front-office reliability; responsiveness and professionalism; accurate Zendesk intake, routing, and follow-up; quality and timeliness of administrative work; adherence to policies and confidentiality requirements; and effective coordination with staff.

POSITION AUTHORITY AND BOUNDARIES

The Administrative Coordinator independently manages routine front-office and customer-service workflows within established procedures. The position does not supervise staff, set departmental priorities, independently direct employees outside established routing procedures, or exercise executive decision-making authority. Substantial executive calendar management, confidential executive projects, and mayoral executive assistance are outside the position’s primary scope.

DISCLAIMER

This description summarizes the general nature of the position and is not an exhaustive statement of duties. Duties may be adjusted consistent with Town needs and applicable law. Proposed for FY28 organizational and compensation planning; salary and classification remain subject to review.

Pay: $50,000.00 - $68,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Work Location: In person