Job Summary

The Customer Service Lobby is located on the second floor of the Clark County Public Service Center. The Customer Service Lobby is a unique partnership between three independent offices, the Clark County Assessor, Auditor, and Treasurer and offers citizens a streamlined process for government transactions. The Customer Service Specialists serve as the first point of contact for customers and provide expertise and assistance on issues for all three offices. The Senior Customer Service Specialist performs a variety of highly complex customer service and administrative tasks that include participation in the hiring process, training, making work assignments, approval of time off and payroll actions, providing technical guidance and assistance and counseling on day to day performance matters.

Results of work at the Senior Customer Service Specialist level affect the accuracy, reliability or acceptability of processes or services within the Customer Service Lobby Offices. Work may also significantly affect the coordinative efforts of other divisions and departments within the County. Considerable latitude for independent judgment and action is also exercised at this level.

CLASSIFICATION DISTINCTIONS

The Senior Customer Service Specialist is the lead level in the Customer Service Specialist job family. The primary distinction between the third level and the lead level Customer Service Specialist is the amount of time spent reviewing the daily state mandated work product and having responsibility for a work unit. Incumbents specialize in the most complex transactions associated with their assigned Elected Official home office, train and monitor training progress of other Customer Service Specialist staff in the proper completion of the tasks related to their area of specialization and review and approve the work product of the Customer Service Specialist staff.

Qualifications

Four to five years of related work experience required, including successful experience as a Customer Service Specialist I, II, and III.  Experience working in a high volume, direct customer contact service environment preferred.  Experience processing technical work such as interpretation and explanation of complex regulations to customers preferred.  Associate’s degree in business or related field preferred. 

Other combinations of education, training and experience that would provide the required knowledge, skills and abilities will be considered. 

Knowledge of: general office procedures and practices of the specialized functions, policies, and procedures of the work unit; spelling, capitalization, punctuation and rules of grammar, and of the formats and clerical procedures used in performing the work; filing and record-keeping procedures; applicable laws, county codes, ordinances, and policies governing the work of the department and assignment; business English; PC computer applications such as word processing, spreadsheets and databases; basic bookkeeping and/or cashiering methods and practices as required by the position. 

Ability to: operate standard office equipment such as computer software applications, telephones, facsimile machines, copy machines; apply sound judgment in making decisions independently in accordance with established policies, procedures, and regulations; diffuse difficult or highly charged situations; follow oral and written instructions; communicate effectively orally and in writing; learn and adhere to prescribed office routines; establish and maintain respectful and effective working relationships with other employees and the general public; maintain a neat personal workspace and courteous attitude toward the public and fellow employees; sit or stand for long periods of time while performing routine and repetitive functions. Apply policies and procedures consistently to a variety of (clear and unclear) situations. Effectively communicate specific details from the Revised Code of Washington (RCW) and Washington Administrative Code (WAC) to customers served by programs and transactional work from primary office of assignment. 

SELECTION PROCESS

Resume and other documents must be attached together in the 'Resume Upload' section of the application.  Multiple files are allowed, but all applicant attachments must be uploaded simultaneously, as there is no way to edit or append uploaded materials after submitting the application.

Application Review (Pass/ Fail) - An online application is required.  Attaching a resume does not substitute for a completed application; incomplete applications will not pass the application review.  Candidates deemed most qualified will be invited to participate in the remainder of the select