Customer Service Staff Support

Job Title

The SSS IV provides intermediate administrative support and clerical duties within their respective department. This person must have strong organization, computer and typing skills.

Essential Duties

Following is a composite of essential duties, tasks and accountabilities; however, there are additional duties specific to each department. Attached to this job description is a breakdown of specific duties and tasks, by Department. Essential duties, tasks and accountabilities will vary by department and may include the following:

• Receptionist/customer service duties (answer phones, make outgoing calls, direct calls, greet visitors).
• Typing and data entry (prepare and distribute lists, transcription, maintain statistical data, proofreading).
• Clerical duties (fax, copy, print, etc.).
• Maintain databases, logs and spreadsheets.
• Sort and distribute incoming mail.
• Maintain and order supplies.
• Filing and indexing (locate and pull files, re-file, update and maintain records).
• Perform special projects as assigned (e.g., research, training, run errands, etc.).
• Perform other duties, tasks, and office functions, as required (e.g., attend meetings, facilitate meetings, etc.).

Assessment Essential Duties, Tasks and Accountabilities:

• Handle incoming phone calls and walk-ins at the public counter.
• Assist customers in using the assessment applications on the public computers.
• Provide information and produce copies of assessment data.
• Change ownership and sales data in the Integrated Assessment System (IAS). (This requires an intuitive thought process and the ability to flag invalid sales.)
• Research information such as deeds, addresses, assessment change notices and prior transfers to resolve certain situations.
• Responsible for the quality assurance and quality control of data entered into IAS and other clerical procedures performed by support staff.
• Assist in the entry process of the IAS data clean-up.
• Mail transfer tickets to the 73 municipalities and school districts for ownership changes and new parcel information.
• Assist in processing annual appeal application forms received at public counter and via U.S. mail.
• Assist in processing Homestead application forms received at public counter and via U.S. mail as well as scanning applications into system.
• File assessment change notices, transfers, maps, cards, etc.
• Process extension letters and data information for property owners and the general public.
• Use multiple databases including IAS (assessment), White Card (historical ownership), Eagleweb (Recorder of Deeds), Landisc (property images), Chescoviews (aerial photos/maps) and PeopleSoft (tax claim).
• As needed, assist Tax Claim with incoming phone calls and cyclical tax sale preparation activities.

Qualifications/Preferred Skills, Knowledge & Experience

• High School Diploma or General Education Degree (GED).
• Minimum of one year of general office experience.
• Intermediate skills in using a personal computer and various software packages.
• Excellent verbal and written communication skills.
• Strong typing skills (minimum of 50 wpm).
• Ability to use office machines (fax, copier, calculator, etc.).
• Strong interpersonal skills.
• Strong grammar and spelling skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to work as part of a team.
• Flexibility.
• Ability to interface effectively with all levels of county management.

Preferred Skills, Knowledge & Experience:

• Associate degree from an accredited college or university with courses in Office Administration, or equivalent combination of education and experience.
• Excellent ability to establish priorities, work independently, and proceed with objectives without supervision.
• Customer service experience.
• Ability to establish priorities and carry tasks to completion.
• Strong ability to handle and resolve recurring problems.
• Ability to multi-task.
• Accurate and detail oriented.
• Ability to follow office protocol.
• Strong knowledge of county policies and procedures.
• Ability to use common sense understanding to carry out written or verbal instructions.

Additional Information

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy. Computer Skills: To perform this job successfully, an individual should have:

• Intermediate Microsoft Office skills
• Intermediate Word skills
• Intermediate Excel skills
• Intermediate Access skills
• Intermediate PowerPoint skills
• Intermediate Outlook skills (Email and Calendar)
• Intermediate Internet skills (for research purposes)
• PeopleSoft Financial and/or HR skills or the ability to learn PeopleSoft.

Physical Demands: Physical demands will vary by department and may include the following: While performing the duties of this position, the employee is frequently required to stand, walk, sit, bend at the waist, and talk or hear. Occasionally, the employee will need to reach or work with arms above shoulder height; kneel, stoop, crouch or squat; crawl; climb stairs; climb or work on a ladder; twist or rotate at the waist while working; push, lift or carry items; work with office machinery, and work with an uncommon level of noise. The specific vision requirements listed for this position are:

• Close vision (clear vision at 20 inches or less)
• Color vision (ability to identify and distinguish colors
• Depth perception (ability to judge distances and spatial relationships)
• Ability to adjust focus.

Work Environment: The noise level in the work environment will vary by department from quiet to loud. Most departments will work inside 100% of the time (some departments may require working outside). Some departments may be required to work under crowded conditions with an aggressive population. Some work locations may have strong odors. May need to drive in extreme weather conditions.

Other: This is a highly visible position requiring strong professionalism. Must be able to remain courteous and maintain composure under stressful situations. Ability to deal with all types of personalities. May need to deal with cash and checks. Ability to work extended hours, as required. This position requires confidentiality.