Senior Customer Service Representative

Job Posting Title:

Senior Customer Service Representative

Department:

Clerks

Location:

415 SILVER AVE SW

Pay:

$18.15 - $25.73

Close Date:

03/07/2025

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

CLERK'S OFFICE

Customer Service Representative - Senior will lead, train and orient lower-level staff as assigned. This position will also perform highly complex detailed clerical/technical duties which include but are not limited to accepted records processing methods and computer-assisted equipment, trouble-shooting software and hardware issues, ensure effective and efficient interactions with public and staff, detailed research, effective decision-making, accurate and timely execution of cash handling transactions, documents and forms in accordance with New Mexico State statutes.

DUTIES AND RESPONSIBILITIES

CLERK'S OFFICE

1. Lead and train lower level staff to perform moderately to highly complex clerical and technical assistance in the areas of: Customer Service, Data Entry, Maps and Filing and Recording.
2. Perform moderately to highly complex detailed clerical and technical coverage and customer service support in the areas of: Customer Service, Data Entry, Maps and Filing and Recording.
3. Performs advanced duties in relation to Eagle Recorder Software usage, and trains and monitors staff in the usage of this software.
4. Demonstrate proficiency in cash handling procedures, and trains and monitors staff in its use.
5. Receive, research, process and/or file various documents and forms in an accurate, timely, and efficient manner in accordance with New Mexico State statutes, policies, procedures, and strict departmental standards.
6. Respond to inquiries in person, in writing and over the telephone in a courteous and exemplary manner. Draft routine correspondence on behalf of the Clerk’s Office in formal business letter and electronic mail formats with minimal oversight.
7. Assist in audits and verification of work in process.
8. Pick-up, process and distribute large volumes of inter-office and incoming mail and train staff in proper mail handling and troubleshooting of mail equipment issues as needed.
9. Generates detailed productivity reports daily to monitor productivity.
10. Perform other duties as assigned.

*The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.

MINIMUM QUALIFICATIONS

High School Diploma or GED, and two (2) years of work experience in clerical or office administration setting or related field. Any equivalent combination related to education and/or experience may be considered for the above requirements.

ADDITIONAL REQUIREMENTS

The offer of this Bernalillo County position requires compliance with the following:

1. Employee must successfully complete the post-offer employment medical examination and background investigation.
2. Employee must comply with the safety guidelines of the County.
3. Employee must complete required FEMA training(s) as assigned to position.
4. Conduct after-hours on-call phone duties as assigned

WORKING CONDITIONS

1. All essential duties are performed indoors.
2. Duties are performed in a temperature-controlled environment.
3. Duties are performed on an even surface, which may be carpeted or tile. Working surface is typically dry.
4. Works under minimum supervision.

EQUIPMENT, TOOLS AND MATERIALS

1. Equipment typically used in the performance of office duties includes telephone, computer terminal, computer printer, computer keyboard, typewriter, photocopy machine, fax machine and calculator.
2. Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.