Customer Service Specialist

Job Title

Under general supervision, perform a variety of customer service related clerical and data entry tasks of above-average difficulty within a front lobby office setting; provide information and assistance to others as required.

Work involves utilizing computer-based data entry programs to enter data from applications and records requests; maintaining a variety of files and verifying application documentation; printing records as required; operating WACIC and NCIC computer terminal. Employee is responsible for assisting the general public, department and city personnel, and other law enforcement agency personnel, as requested. Reports to the Civilian Operations Manager or an assigned supervisor.

Essential Duties and Responsibilities

Perform a variety of clerical duties of above-average difficulty such as making arithmetic computations and compiling and recording information from clearly indicated sources.

Inspect data, verify accuracy and input into computerized data base; update, modify and correct data as needed.

Serve as police department point of contact for City's cashiering system, maintain custody of the police department's change fund monies, providing support for system operations, coordinating user access and onboarding, and deliver training and guidance to new users.

Maintain and publish schedule for Concealed Pistol License fingerprint appointments.

Receive and receipt monies, and run daily reports for preparation for the daily bank deposit.

Type correspondence, memoranda, reports, requisitions, forms and other documents; proofread and edit written materials as required; operate computer to enter data and generate letters, records and reports.

Operate a multi-line phone system and greet office visitors; take messages or refer calls or visitors to appropriate personnel.

Provide information and services to other City departments and personnel, various outside agencies and organizations and the general public in person, by phone or email.

Prepare and maintain a variety of records, logs and files; locate materials and information in records and files as required.

Assist supervisor, department personnel and other clerical staff as required.

Receive, sort, and distribute incoming and outgoing mail. Accept delivery or provide direction for packages from mail delivery services.

Operate standard office equipment and machinery such as typewriters, calculators and copiers.

Provide notary services for the police department.

Process forms, applications, requisitions and other materials according to established procedures.

Coordinate schedules and provide work direction to others, including volunteers assigned to customer service functions.

Order and maintain adequate stocks of office supplies as assigned.

Assist with police department applicant testing process.

Representative Duties:

Compile, collate and duplicate information; package and distribute completed copies.

Proofread various written materials such as reports, letters and contracts; type forms, letters and reports as required.

Perform related duties as assigned.

Education and Experience

Any combination equivalent to: graduation from high school and one to two years of office clerical experience including public contact.

Licenses and other requirements: Some positions may require a valid Washington State driver's license.

Requires successful issuance of a Notary Public Commission within six months of hire.

Knowledge and Abilities

Knowledge of:

• Modern office practices, procedures and equipment.
• Basic research methods.
• Policies and objectives of assigned program and activities.
• City organization, operations, policies and objectives.
• Telephone techniques and etiquette.
• Record-keeping techniques.
• Interpersonal skills using tact, patience and courtesy.

Ability to:

• Communicate effectively with others both orally and in writing using correct English grammar, spelling, punctuation and vocabulary.
• Deliver excellent customer service, both in person and on the telephone.
• Demonstrate tact, patience and courtesy when interacting with others, notably the public.
• Perform clerical duties of above-average difficulty.
• Receive monies and make change accurately.
• Determine appropriate action within clearly defined guidelines.
• Apply and explain policies, procedures, rules and regulations.
• Operate a computer to enter data, maintain records and generate reports.
• Type at 45 words net per minute from clear copy.
• Operate word processing hardware and software used by the City.
• Operate modern office equipment such as a multi-line phone system, typewriter, personal computer, copy/fax/scanning machines, and adding machine.
• Add, subtract, multiply and divide quickly and accurately.
• Understand and follow oral and written direction.
• Maintain records and prepare reports.
• Establish and maintain cooperative and effective working relationships with others.
• Physical ability to perform the essential job functions.
• Demonstrated ability to positively and effectively interact with diverse individuals to accomplish a common goal.

Environmental Conditions/ Physical Effort: Physical Requirements: Must be physically able to operate a variety of machinery and equipment including computers, typewriters, copiers, facsimile machines, scanners, fingerprint classification tools, moveable files, etc. Requires the ability to exert up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural or composite characteristics (whether similar or divergent from obvious standards) of data, people or things. Interpersonal Communication: Requires the ability to speak and/or signal people to convey or exchange information. Includes receiving instructions, assignments or directions from superiors. Language Ability: Requires the ability to read a variety of correspondence, forms, reports, records, legal forms, cards, logs, manuals, references, maps, etc. Requires the ability to prepare records, reports, forms, etc., using prescribed formats. Requires the ability to speak to people with poise, voice control and confidence. Intelligence: Requires the ability to apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form, and to deal with problems involving several concrete variables in or from standardized situations. Verbal Aptitude: Requires the ability to record and deliver information; to explain procedures; and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of technical or professional languages, including law enforcement terminology, fingerprint classification code and emergency response codes. Numerical Aptitude: Requires the ability to utilize mathematical formulas, add and subtract. Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape. Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using office equipment. Manual Dexterity: Requires the ability to handle a variety of items such as office equipment. Must have minimal levels of eye/hand/foot coordination. Color Discrimination: Does not require the ability to differentiate between colors and shades of color. Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress. Physical Communication: Requires the ability to talk and hear (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone.