Customer Service Specialist

Customer Service Specialist

San Juan County is excited to invite candidates to apply for our Customer Service Specialist position with the Auditor's Office. First screening of applications will be Monday, August 24th. To be considered with the first round of candidates, we highly encourage you to apply early. Applications received after this date will have second consideration. Customer Service is the public face of the Auditor's office, serving customers in the recording and licensing functions. Under the supervision of the Customer Service Supervisor, the Customer Service Specialist is responsible for completing licensing and recording duties, including processing vehicle and vessel transactions, recording legal documents, issuing marriage licenses, and issuing dog licenses. Customer Service Specialists are cross trained in recording and licensing duties and rotate regularly between positions.

Licensing:

• Vehicle and Vessel Licensing: Performs over the counter and mailed transactions involving various applications, licenses, permits, and titles. Implements Code of Federal Regulations (eCFR), Revised Code of Washington (RCW), Washington Administrative Code (WAC), and DOL policy and procedure. Interacts by phone, and occasionally in person, with DOL support personnel regarding equipment, system, and customer transactions.
• Dog Licensing: Issues dog licenses using computerized dog licensing program. Responds to inquiries about dog licensing and about found dogs. Interacts with staff from Animal Protection Societies regarding dog licensing questions or concerns.
• Marriage Licenses: Processes, issues, and maintains marriage licenses and associated records. Scans marriage documents and maintains computer index. Prepares monthly transmittal to State of Washington Department of Health.
• Customer Service: Provides licensing information to the public by telephone, correspondence, or in person. Meets and deals with the public in sometimes stressful or difficult situations.
• Cash Handling: Collects cash, check, and card fees for vehicle and vessel licensing, dog licenses, and marriage licenses. Balances cash drawer daily and prepares bank deposits.
• Inventory: Helps to maintain vehicle and vessel licensing inventory.
• Education: May be asked to train other employees in licensing duties and use of the DOL software.

Recording:

• Document Recording: Records and indexes all legal documents in San Juan County, including real estate transactions, government and private liens, support enforcement documents, plats, and surveys. Prior to recording, identifies applicable real estate excise tax transactions and forwards to the Treasurer's office. Log, scan, import, store, and archive applicable documents.
• Exporting: Export recorded documents to bulk image customers daily. Exports plat and survey images to the Department of Natural Resources monthly.
• Copies: Fulfills requests and for copies of recorded documents.
• Customer Service: Interacts with title companies, escrow companies, attorneys, financial institutions, other County departments, and members of the public in person, phone, email, and through the mail.
• Cash Handling: Collects cash, check, and card fees for document recording and document copy requests. Balances cash drawer daily and prepares bank deposits.
• Invoicing: May assist with preparing invoices for services provided by the recording function. Includes billing for mail, email, or phone requests for hard copies of recorded documents; billing for recordings; billing for daily bulk image customers; and billing for on-account customers, including other departments.
• Education: May be asked to train other employees in recording duties and the use of the document recording software.

Other Responsibilities:

• Lawsuits and Claims: Accepts lawsuits and claims against the County, and related documents, acting in place of the County Auditor as Claims Agent for the County, and processes them according to established procedures.
• Notary: Notarizes documents for the County and the public.
• Bank and Post Office: Picks up and distributes mail for the Auditor's office. Takes outgoing mail to the post office. Takes daily licensing and recording deposits to the bank.
• Acting within the scope of their responsibilities, work as a public employee and municipal officer with courtesy and professionalism, adhering to the highest standard of ethics in accordance with RCW 42.52.
• Perform other related duties as assigned.

Minimum Qualifications:

High School diploma, or equivalent, two years of general office work experience with emphasis on math and accounting skills, and two years of customer service experience, or equivalent combination of education, training and experience that demonstrates the ability to perform the essential functions of the job. SPECIAL REQUIREMENTS: Must obtain certification as a state-certified Department of Licensing (DOL) Vehicle Licensing Representative (VLR) after two years in the position. Must be eligible for a notary license in the State of Washington. Must be eligible to take an Oath of Office to become deputized. Position requires strong organizational, communication and computer skills and must have the ability to interact with the public, county officials, and other county employees in a courteous and professional manner in accordance with the San Juan County Personnel Policy PREFERRED QUALIFICATIONS: Qualified VLR. Hold a Washington Public Notary license. Cash handling experience. Ability to speak Spanish.

Knowledge, Skills, and Abilities:

• Law, Policy, and Procedure: Understand and comply with applicable eCFR, RCW, WAC, DOL Vehicle Licensing Office Policy and Procedures (a.k.a. Directives), and County policy and procedure.
• Cash Handling: Comply with the San Juan County Cash Handling Policy.
• Training and Certification: Complete the VLR Training Checklist and become a certified VLR within two years. Maintain certification through required annual continuing education.
• Technology : Proficiency in the use of computer programs used in the Auditor's office, including Office suite and DOL Vehicle and Vessel Licensing software.

• Law, Policy, and Procedure: Understand and comply with applicable RCW, WAC, and County policy and procedure.
• Cash Handling: Comply with the San Juan County Cash Handling Policy.
• Technology : Proficiency in the use of computer programs used in the Auditor's office, including Office suite and document recording software.

Physical and Mental Requirements:

• Work requires continuous sitting and operation of a computer including keyboard and mouse operation.
• Frequent standing and walking.
• Involves talking and hearing in person and on the phone.
• Vision abilities required by this job include close vision and the ability to differentiate colors and read computer monitor.
• Deals with customer stress and deadlines, which may require overtime, flexibility of time.
• This position requires attention to detail and communication skills.

Working Conditions:

Works primarily in an office environment although some travel to other locations may be required by boat or by air, including for field operations, which may involve inclement weather conditions.