Customer Service Representative - PHSS - Admin Support

Current Teamsters members will be given first consideration for this position, subject to qualifications and availability.

Under close supervision, provides customer service on behalf of Lewis County Public Health & Social Services; performs a variety of clerical functions in support of departmental operations.

The following duties are the fundamental, crucial job duties performed by this position. This is not a comprehensive list of all tasks that may be assigned. Incumbent may be required to perform other duties as assigned and appropriate for the position.

• Assists the public at service counter in all departmental business.
• Responds to customers via phone, email, and in person seeking information; registers customers for services and provides intake or check-in support for programs such as environmental health services, veterans services, and other departmental programs; issues certificates and permits; and makes referrals to community services.
• Collects and receives payments including cash, checks, and credit cards; processes transactions in the accounting system; balances the cash drawer and prepares deposit daily; and handles funds per County cash-handling policies and procedures.
• Maintains program databases used for report development, billing, and tracking.
• Maintains functional awareness of updates in program areas and ensures co-workers are cross-trained. Maintains knowledge of RCWs and WACs, including responsibilities of the Deputy County Registrar for births and deaths, and assists with the development and maintenance of desk manuals.
• Maintains customer, client, and program records in accordance with Washington Secretary of State records retention and archiving requirements. Processes and assists with public records requests.
• Prepares, copies, scans, processes, and/or distributes correspondence, forms faxes, notices, agendas, meeting minutes, news releases, and other types of documents.
• Participates in training courses, client meetings, in-house meetings, and community meetings as assigned.
• Occasional local travel to support departmental operations, including procurement of supplies and completion of routine errands.
• Maintains stock of necessary supplies and order forms, pamphlets, etc. as necessary.
• Maintains absolute confidentiality of work-related matters and County information in accordance with the Privacy Act of 1974 (5 U.S.C. § 552s), as amended, and applicable HIPAA policies and procedures.
• Assists individuals in preparing program applications; determines applicant eligibility; calculates levels of exemption; and prepares vouchers.

Work is performed in a standard office environment and at the public counter; subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 35 pounds. High school diploma or GED equivalent; AND two (2) years of customer service and/or general office experience. Valid Washington State Driver License.

• Customer service principles, protocols, and standards.
• General office practices, procedures, and equipment.
• Standard office software applications, including Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Cash handling principles and practices.

• Providing customer service in person, by phone, and in writing.
• Data entry, records management, and maintaining accurate documentation.
• Organization and time/workload management.
• Operating a personal computer and using standard office software to create, edit, and format documents and spreadsheets.
• Scheduling appointments, routing calls, and maintaining calendars.
• Writing in plain language, using correct spelling, grammar, and appropriate formatting.
• Managing difficult interactions with tact, patience, and professionalism.

• Learn and follow County and Department policies and procedures.
• Learn, retain, and recall new or changing information and processes.
• Communicate effectively verbally and in writing, considering the needs of the audience.
• Provide respectful, effective service to individuals with varying backgrounds, needs, and communication styles.
• Maintain confidentiality and handle sensitive information appropriately.
• Effectively manage stress and maintain composure.

• Regular, reliable attendance.
• Accept personal responsibility for work, actions, and words.
• Listen to understand various perspectives.
• Demonstrate initiative to learn, share information, and improve processes.
• Build constructive working relationships with colleagues and stakeholders.