Customer Service Representative - PHSS - Admin Support

Under close supervision, provides customer service on behalf of Lewis County Public Health & Social Services; performs a variety of clerical functions in support of departmental operations.

The following duties are the fundamental, crucial job duties performed by this position. This is not a comprehensive list of all tasks that may be assigned. Incumbent may be required to perform other duties as assigned and appropriate for the position.

• Assists the public at service counter in all departmental business.
• Responds to customers via phone, email, and in person seeking information; registers customers for services and provides intake or check-in support for programs such as environmental health services, veterans services, and other departmental programs; issues certificates and permits; and makes referrals to community services.
• Collects and receives payments including cash, checks, and credit cards; processes transactions in the accounting system; balances the cash drawer and prepares deposit daily;  and handles funds per County cash-handling policies and procedures.
• Maintains program databases used for report development, billing, and tracking.
• Maintains functional awareness of updates in program areas and ensures co-workers are cross-trained.  Maintains knowledge of RCWs and WACs, including responsibilities of the Deputy County Registrar for births and deaths, and assists with the development and maintenance of desk manuals.
• Maintains customer, client, and program records in accordance with Washington Secretary of State records retention and archiving requirements. Processes and assists with public records requests.
• Prepares, copies, scans, processes, and/or distributes correspondence, forms faxes, notices, agendas, meeting minutes, news releases, and other types of documents.
• Participates in training courses, client meetings, in-house meetings, and community meetings as assigned.
• Occasional local travel to support departmental operations, including procurement of supplies and completion of routine errands. 
• Maintains stock of necessary supplies and order forms, pamphlets, etc. as necessary.
• Maintains absolute confidentiality of work-related matters and County information in accordance with the Privacy Act of 1974 (5 U.S.C. § 552s), as amended, and applicable HIPAA policies and procedures.
• Assists individuals in preparing program applications; determines applicant eligibility; calculates levels of exemption; and prepares vouchers.

Work is performed in a standard office environment and at the public counter; subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 35 pounds.High school diploma or GED equivalent; AND two (2) years of customer service and/or general office experience. Valid Washington State Driver License.Knowledge of:

• Customer service principles, protocols, and standards.
• General office practices, procedures, and equipment.
• Standard office software applications, including Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Cash handling principles and practices.

Skills in:

• Providing customer service in person, by phone, and in writing.
• Data entry, records management, and maintaining accurate documentation.
• Organization and time/workload management.
• Operating a personal computer and using standard office software to create, edit, and format documents and spreadsheets.
• Scheduling appointments, routing calls, and maintaining calendars.
• Writing in plain language, using correct spelling, grammar, and appropriate formatting.
• Managing difficult interactions with tact, patience, and professionalism.

Ability to:

• Learn and follow County and Department policies and procedures.
• Learn, retain, and recall new or changing information and processes.
• Communicate effectively verbally and in writing, considering the needs of the audience.
• Provide respectful, effective service to individuals with varying backgrounds, needs, and communication styles.
• Maintain confidentiality and handle sensitive information appropriately.
• Effectively manage stress and maintain composure.

Behaviors:

• Regular, reliable attendance.
• Accept personal responsibility for work, actions, and words.
• Listen to understand various perspectives.
• Demonstrate initiative to learn, share information, and improve processes.
• Build constructive working relationships with colleagues and stakeholders.