Lobby Ambassador / Administrative Assistant I

Job Description

Job Description

Position Title : Lobby Ambassador / Administrative Assistant I

Division : Community Development – Permit Division

Reports To : Customer Service Permit Manager

Supervises : None

Pay Grade : 11

Position Overview

The Lobby Ambassador / Administrative Assistant I serves as the City’s first point of contact for in-person visitors seeking assistance from the Permit and Revenue Divisions within Community Development. This position is responsible for greeting and directing clients, supporting the Customer Service Permit Manager and Revenue Manager, and ensuring an efficient, professional, and positive customer experience.

The role provides a combination of customer service and administrative support, helping to manage lobby operations, assist with the City’s online permitting and payment systems, and facilitate communication between the public and internal departments.

Essential Duties and Responsibilities

Serve as the initial point of contact for all visitors to the Permit and Revenue Divisions.

Assess customer needs and direct clients to the appropriate staff or service area.

Support appointment scheduling processes and assist with lobby flow management.

Provide guidance to customers using the City’s online portal, including account setup, permit tracking, and payment submission.

Assist walk-in customers with portal registration and navigation to promote self-service and reduce technical support needs.

Support customers registering for inspections through the QLess system; ensure proper check-in and routing.

Respond to phone inquiries from subcontractors and coordinate with staff to ensure accurate permit and registration information.

Route calls and inquiries from the public, call center, and design professionals to appropriate divisions or staff.

Maintain accurate records, logs, and files in accordance with departmental procedures.

Track lobby activity, appointment volumes, and common service requests for reporting purposes.

Provide basic troubleshooting and education on the City’s online systems to improve accessibility and customer satisfaction.

Assist with special projects, public workshops, and community engagement efforts as needed.

Coordinate open records requests between Community Development and the City Clerk’s Office.

Promote professionalism, cooperation, and excellent customer service in all interactions.

Perform other related duties as assigned.

Minimum Qualifications

High school diploma or equivalent required; Associate degree in business, public administration, or related field preferred.

Two (2) years of progressively responsible administrative or customer service experience in a government, public-facing, or office environment.

Equivalent combinations of education, training, and experience may be considered.

Licenses and Certifications

Must possess and maintain a valid Georgia driver’s license .

Knowledge, Skills, and Abilities

Knowledge of office procedures, records management, and customer service principles.

Proficiency in Microsoft Office applications and other standard business software.

Ability to use online systems for data entry, scheduling, and reporting.

Strong communication skills, both verbal and written, with excellent attention to detail.

Ability to multitask, prioritize, and manage workload efficiently in a dynamic environment.

Skill in maintaining professionalism under pressure and handling sensitive situations tactfully.

Ability to establish and maintain positive working relationships with the public, contractors, and City staff.

Performance Aptitudes

Data Utilization : Ability to analyze, classify, and prioritize data for recordkeeping and reporting.

Human Interaction : Demonstrated ability to provide courteous and effective assistance to diverse individuals.

Equipment Usage : Proficient in operating standard office equipment and communication tools.

Functional Reasoning : Capable of exercising independent judgment to resolve customer issues and adapt to procedural changes.

Situational Reasoning : Ability to remain calm, professional, and solutions-focused in high-volume or emotionally charged situations.

Physical and Environmental Requirements

Physical Ability : Light physical effort, including lifting or carrying materials up to 20 pounds; extended periods of standing or sitting at a workstation.

Sensory Requirements : Must be able to perceive and communicate effectively using visual and auditory cues.

Environmental Factors : Work is performed primarily in an office or lobby setting with regular interaction with the public.

ADA Compliance

The City of Sandy Springs is committed to providing reasonable accommodations to qualified individuals with disabilities and ensuring equal employment opportunities in all aspects of employment.