Customer Service Specialist

Hiring Range: $29.50 - $34.21 Full Pay Range: $27.37 - $41.06 Job Summary: Performs moderately difficult and involved customer service and clerical tasks in a fast paced, multi-service customer service center related to Land Records, Property & Taxation Services, Passports, Elections, Motor Vehicle, Driver's License, Vital Statistics, Department of Natural Resources, Alcohol and Tobacco Licensing, Gambling Permits, Business and Peddling Licenses, Permits, and Registration. Specialists are cross-trained in various of the above-mentioned areas to provide the best possible service to our customers, as needed and/or allowed by federal or state guidelines. This job description encompasses all possible areas of cross training; however, specialists will not be expected to perform them all.

ESSENTIAL DUTIES

• Assists customers at the fast paced, high-volume Property & Customer Service center, issuing, accepting, and meticulously viewing a variety of forms and documents related to Motor Vehicle, Driver's License, Real Estate Taxes, Land Record Documents, Vital Statistics, Passports, Elections, Department of Natural Resources, Alcohol and Tobacco Licensing, Gambling Permits, Business and Peddling Licenses, Permits, and Registration. Utilizes multiple computer programs daily to deliver necessary services to customers. Examines legal documents and plats for recordable form and accuracy.
• Organizes schedule with team between counter and desk duties on a rotating basis; ability to multi-task and prioritize daily work, customer needs, and projects.
• Assists, trains, and provides one-on-one help to customers and the general public when they are using the public terminals for accessing Land Records, State, and Property & Taxation Services software programs.
• Compiles and inputs extremely detailed data needed to process information for various documents and reports; produces, generates, and assists in ensuring accurate reports are sent per regulatory guidelines to various government agencies.
• Cross trains on process, procedure, and workflow, as well as maintains procedure documents as changes arise to ensure they are accurate, up-to-date, and complete; cross-trains new and existing staff to meet department goals and legislative requirements. Interprets, implements, and makes recommendations for changes to local, state, and federal laws and regulations.
• Calculates fees and receipts monies related to the general ledger; handles cash/payments; processes applicable refunds and penalties, makes change, and balances a cash drawer on a daily basis.
• As a Passport Acceptance Agent, processes passport applications without errors or omissions and compiles information to be sent to the federal government, in compliance with federal regulations, in order for customers to receive their passport. Provides off-site issuance of passports after regular work hours to large groups within the community.
• Responds to and provides timely, courteous, and effective service to an extensive variety of high-volume public inquiries by phone, email or in person to customers with questions or concerns regarding Land Records, Customer Service, Passports, Elections, Property & Taxation Services, as well as general county inquiries. Makes phone calls to regulatory agencies on customer’s behalf as needed.
• Processes outgoing and incoming mail and interoffice mail, including drop boxes.
• Notarizes and witnesses the signing of various documents.
• Attends required training either in person or remotely.
• Works the hours and/or shifts assigned and begins and ends work on time. Occasional overtime, early morning staff meetings, as well as some evening hours may be required.
• Performs other duties as required and/or assigned.

MINIMUM QUALIFICATIONS

Requires equivalency of high school graduation and four years of face to-face customer service (excluding call center experience), real estate, title work, legal description, or directly related experience that includes data entry and/or records. The incumbent shall provide a reliable means of transportation for the performance of work responsibilities.

PREFERRED QUALIFICATION(S)

Preference given for service center/deputy registrar, county recorder, or passport experience. Intermediate skills in computers including MS Word, MS Outlook, and related MN State databases/systems are highly desired.

SUPERVISORY CONTROLS

The employee is under the general supervision of either the Property & Customer Service Supervisor or the Customer Service Supervisor and may take work direction from the Property & Customer Service Manager. Records and reports are prepared and maintained according to reporting standards determined by the county, state, or federal regulations. Work is reviewed through peer review, periodic conferences with supervisor, or upon completion of special assignments for overall standard performance.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. Incumbent may rotate between counter and desk as needed. In the performance of work employees deal with, on a regular basis, angry and/or upset customers and need to have the ability to react positively and practice resilience. Occasional overtime and some evening hours are required to meet the needs of service. The position is multi-task oriented and includes periods of high stress when balancing multiple and varied needs/demands of services. Staff must have the ability to assist several customers, answer questions and perform multiple tasks at one time while remaining accurate with the information given and received. Due to the nature of our business, teamwork and dependability is required. Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job. Work includes periods of standing (minimum 5 hours per scheduled counter shift) and moving about to complete service center transactions. Sedentary periods arise when working at the desk. Frequently this position requires longer hours of standing and working at the counter due to staff absence or customer needs.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board. The eligible register developed from this posting may be used to fill future FT and PT vacancies within this classification. Work Location: Shakopee, MN A comprehensive benefits package is provided for all employees who work 20 hours per week or more. For detailed benefit information visit the Scott County Benefit Hub using this LINK