Sr Customer Svc Representative

Job Description

The salary for this position is: $4,235.00 - $5,633.00 monthly.

Thurston County Treasurer’s Office is seeking a professional, motivated, and dependable candidate for the position of Senior Customer Service Representative to join our team. The Senior Customer Service Representative is responsible for coordinating the daily workflow for the customer service unit and acting as the lead worker for unit employees. Assists co-workers in resolving customer service issues and related paperwork. Coordinates with other County offices impacted by the delivery of phone and counter service relative to tax collection and administration and is responsible for processing payments.

• May act as lead worker for the customer service unit. Coordinates and balances daily workflow and staff schedules, organizes and provides training to staff, and assures that work is completed in a timely manner.
• Provides assistance to co-workers in resolving customer service issues.
• Serves as a liaison between Treasurer's office and other County offices impacted by the delivery of phone or counter service for tax collection and administration. Represents the Treasurer's office at meetings.
• Participates in tax statement design, processes adjustments to tax rolls, and prepares refund documentation for adjustments.
• Balances all payments, assures that related computer system information is accurate. Resolves all exceptions and performs related research functions, as necessary.
• Performs any other customer service duties within the section, which include processing property and excise tax payments, verifying the accuracy of excise tax documents, receiving funds from outside agencies and verifying amounts, preparing bank deposit, issuing mobile home movement certificates, and calculating advance tax as required by law.
• May assume responsibility for the customer service unit in absence of the supervisor.

• Work Environment – Work is generally performed in an office environment, both while working at the customer service counter and at a personal computer workstation. Lifting and carrying of records, files, cash drawers, and other materials weighing up to 40 lbs. may be required on an occasional basis. Certain tasks may require long periods of standing or sitting.
• Schedule
  - Monday – Friday, 8:00 a.m. – 5:00 p.m. Workload demands may occasionally require work outside the assigned work hours.
• Travel Requirements
  - Occasional travel may be required to attend meetings or trainings.
• Customer Interactions
  - Daily interactions via phone, in-person, and video with Thurston County staff and the public.

• High School Diploma or GED with one year of college or vocational coursework in business administration, office management, accounting or a related field.
• Three years of experience in an office environment with responsibility for performing a full range of senior level office tasks, and which includes extensive public contact.
• Ability to operate a 10 key calculator by touch with above average speed and accuracy.
• Ability to fully utilize a personal computer and related software programs.
• Must be bondable.

• Ability to work under pressure and move between types of jobs without workflow disruption or errors.
• Ability to prioritize own work, as well as others, to meet deadlines and demands of highly seasonal work.
• Knowledge of legal descriptions, real estate terminology and documents.
• Knowledge of laws and regulations which govern tax collection and administration.
• Ability to effectively deal with the public on complex or technical issues.
• Knowledge of tax laws and Department of Revenue administrative codes.
• Knowledge of general bookkeeping procedures.
• Ability to formulate business correspondence and reports and to prepare and maintain clerical records.
• Ability to coordinate the work of other employees.

• Represented by a union
• Eligible for benefits
• Eligible for overtime under the Fair Labor Standards Act (FLSA)

• Application
• Resume
• Letter of Interest
• Supplemental Questions

Questions about this recruitment? Please contact:
Eric Sullivan, Program Manager,  or Eric.

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