Customer Service Representative, Senior

Senior Customer Service Representative

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.

Essential functions may include, but are not limited to, the following:

• 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.
• Performs other duties as assigned.

Distinguishing Features

• Positions in the Senior Customer Service Representative classification are distinguished by the responsibility for serving as a lead worker to employees within the customer service section, by the responsibility for performing analysis and problem solving for payments processed and for performing general responsibility for the customer service unit in the absence of the supervisor. This position has high level contact with the public and is expected to demonstrate consistent and responsible customer service techniques.
  
  Methods of performing tasks are usually left to the judgment of the employee with a supervisor giving occasional instructions, advice and decisions, and that work is reviewed occasionally while in progress and upon completion.

Working Conditions:

• 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.

Who We Are:

The Thurston County Treasurer's Office is responsible for billing and receipting taxes and assessments, as well as receipting and reporting real estate excise taxes. Our office is responsible for the tax foreclosure processes on real and personal property. We are also the bank for the county's government entities, which includes 40 outside districts like school districts, fire districts, utility districts and others.

Thurston County values the diversity of the people it hires and serves. Inclusion to us means fostering a workplace in which individual differences are recognized, appreciated, and responded to in ways that fully develop and utilize each person's talents and strengths. We are dedicated…