Customer Service Representative, Senior

Thurston County Treasurer’s Office is seeking a professional, motivated, and dependable candidate for the position of Senior Customer Service Representative. The Senior Customer Service Representative coordinates the daily workflow for the customer service unit and acts as the lead worker for unit employees, assists co‑workers in resolving customer service issues, coordinates with other County offices impacted by phone and counter service relative to tax collection and administration, and processes payments.

• Act as lead worker for the customer service unit, coordinating and balancing daily workflow and staff schedules.
• Provide assistance to co‑workers in resolving customer service issues.
• Serve as a liaison between the Treasurer’s Office and other County offices impacted by the delivery of phone or counter service for tax collection and administration; represent the Treasurer’s office at meetings.
• Participate in tax statement design, process adjustments to tax rolls, and prepare refund documentation.
• Balance all payments, ensure computer system information is accurate, resolve exceptions, and perform related research functions as necessary.
• Perform other customer service duties such as processing property and excise tax payments, verifying the accuracy of excise tax documents, receiving funds from outside agencies and verifying amounts, preparing bank deposits, issuing mobile home movement certificates, and calculating advance tax as required by law.
• Assume responsibility for the customer service unit in the absence of the supervisor.
• Perform other duties as assigned.

• Lead work for employees within the customer service section.
• Perform analysis and problem solving for payments processed.
• General responsibility for the customer service unit in the absence of the supervisor.
• High level contact with the public, demonstrating consistent and responsible customer service techniques.

• Work Environment – primarily office setting, includes customer service counter and personal computer workstation; may require lifting up to 40 lbs and long periods of standing or sitting.
• Schedule – Monday to Friday, 8:00 a.m. to 5:00 p.m.; workload demands may occasionally require work outside assigned hours.
• Travel Requirements – occasional travel for meetings or trainings.
• Customer Interactions – daily interactions via phone, in‑person, and video with 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’ experience in an office environment with responsibility for performing a full range of senior level office tasks and 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 governing 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.

Thurston County is an equal opportunity employer. Thurston County is committed to providing equal opportunity to all persons seeking or having access to its employment, services and activities, which is free from restriction based on race, sex, marital status, color, creed or religion, national origin, age, sexual orientation, gender expression or identity, pregnancy, status as an honorably discharged veteran or military status, genetic information, or the presence of any sensory, mental or physical disability, unless based upon bona fide occupational qualifications.

Applicants with disabilities who need accommodation with the application or selection process should contact Thurston County’s Human Resources at (360) 786‑5498.