Office Administrator - TPU Customer Service presso City of Tacoma, WA

About the Department

• Administrative Support

  • Provide direct administrative assistance to the Customer Services Division Manager and senior management team.

  • Manage complex scheduling and calendaring, ensuring efficient use of leadership time.

  • Draft, edit, and process sensitive correspondence, including threat letters, in collaboration with Legal, the Public Utility Board, and Executive Leadership.

  • Prepare high-quality reports, presentations, and briefing materials to support division initiatives and executive decision-making.

  • Serve as the central point of contact for administrative functions, ensuring timely response and follow-through.

• HR Liaison

  • Act as the primary liaison between Customer Services leadership and Human Resources.

  • Create requisitions and role requests, ensuring accurate and timely entry into HR systems.

  • Maintain confidential personnel files and records in compliance with policy and legal requirements.

  • Coordinate onboarding and offboarding processes, including equipment setup, system access, and orientation.

  • Ensure adherence to HR policies, labor agreements, and employment regulations; escalate complex issues appropriately.

• Finance Support

  • Support financial activities for the division, including travel authorizations, reimbursements, expense reporting, and invoice processing.

  • Monitor spending against approved budgets and highlight variances for management review.

  • Coordinate logistics for employee training, conferences, and professional development opportunities.

  • Arrange travel accommodations and maintain accurate financial documentation.

  • Partner with the Customer Services finance team to ensure alignment with TPU financial practices and controls.

• Meeting Support

  • Organize, coordinate, and facilitate meetings, workshops, and special events involving internal staff, external customers, vendors, and intergovernmental partners.

  • Develop and distribute agendas, take detailed meeting notes, and track follow-up actions to completion.

  • Provide logistical support for hybrid/virtual meetings, ensuring technology and resources are in place for successful participation.

  • Support leadership in preparing for board meetings and executive briefings.

• Business Unit Goals

  • Communicate Customer Services Division goals, initiatives, and performance expectations to staff.

  • Track, monitor, and report progress on quarterly and annual performance metrics.

  • Develop tools and processes for proactive exception handling and performance monitoring.

  • Schedule and facilitate quarterly business unit meetings to review performance, celebrate successes, and highlight areas for improvement.

  • Assist with drafting communications and updates that connect daily work to organizational priorities.

Position Duties

Minimum Education*
High School Diploma or GED

Minimum Experience*
5 years of office administration and/or program support experience including 1 year of prior advanced level experience

*Equivalency: 1 year of experience = 1 year of education

Desired Qualifications

• Knowledge of customer service/call center operations
• Administrative experience reporting to senior level management
• Advanced user of Microsoft Office products

Minimum Qualifications

• Critical Thinking & Problem-Solving – Ability to evaluate complex issues, recommend improvements, support effective solutions, and anticipate problems before they arise.
• Independent Judgment – Skilled at making sound decisions and prioritizing in a fast-paced environment with limited supervision.
• Initiative & Self-Starter – Proactive in anticipating needs, taking ownership of projects, and driving results without waiting for direction.
• Process Improvement – Adept at identifying inefficiencies and recommending changes to improve operations and service.
• Influence Without Authority – Experienced in coordinating work and achieving results by guiding and motivating others without formal supervisory authority.
• Collaboration & Communication – Strong interpersonal and written communication skills to build trust and work effectively across teams. 
• Relationship Building. Demonstrated effectiveness interacting respectfully and sensitively with individuals and groups to develop and maintain productive relationships.

Other Qualifications

City of Tacoma Commitment to Diversity and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.