Under general supervision interacts with the public and other interested parties to provide information in response to inquiries about Clerk & Comptroller information and duties, activities conducted by the Clerk & Comptroller’s office, location of departments and sections for locations on both sides of the County. In some instance may, route inquiry to a department. Provides a professional and courteous response via telephone and/or on-line.
Examples of Duties (Essential Functions):
Serve as a direct point of contact ensuring that customers receive a professional level of service or help with their questions and concerns; customer requests and needs vary considerably.
Provide information about Clerk & Comptroller’s office such as location of departments and services provided.
Process receipts for an extensive range of fees and services charges.
Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, address problems and/or complaints. Provides assistance to customers by use of all Clerk & Comptroller computerized databases and other documents to obtain information needed to assist.
Operate office machines; such as photocopiers and scanners, facsimile machines and voice mail system(s).
Perform other related duties as required.
Typical Qualifications and Minimum Qualifications:
Graduation from an accredited high school or possession of an accredited equivalency diploma. Four years experience within the Office of Clerk & Comptroller or similar legal clerical experience. Experience in multiple areas preferred. A comparable amount of training or experience may be substituted for the minimum qualifications. Type at a prescribed speed of 30 cwpm preferred.
Basic skills testing such as typing, grammar, math, spelling, customer service, and telephone skills.
No supervisory responsibility.
A valid driver’s license required.
Supplemental Information and Knowledge, Skills and Abilities:
Live and advocate our commitment to the Organization's vision, mission, and values.
Knowledge of principles and processes for providing customer and personal services; this includes customer needs assessment and actively looking for ways to assist the customer, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the Clerk & Comptroller’s office which includes departments, operations, regulations and legal terminology.
Knowledge and proficiency in the use of the Windows Operating System, Microsoft Office, E-Mail and Web Site Navigation; in addition to the use of personal computers; telephone; fax machine; and general office equipment. Also, have the ability to rapidly learn and comprehend new computer applications in a continually changing environment and to follow complex oral and written instructions and/or requests.
Knowledge and ability to express complex thoughts and ideas in a clear, concise manner both orally and in written form; also have the ability to understand verbal and written communication from customers and co-workers. In addition to oral and written communication skills must have the ability to actively listen eliciting participation from customers and co-workers. Proficiency in communication rules relevant to the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Ability to maintain records/files, prepare reports and correspondence. Ability to work independently with little supervision while effectively and courteously disseminating information via telephone and/or electronically. Position requires patience, maturity and common sense when relating to the customer and a high degree of accuracy in order to insure customer’s needs are met.
Ability to assess the customer’s need(s) using sound judgment in order to provide the correct information and to also assess the customer’s reaction(s) when information is imparted and understanding and reacting appropriately to customer’s actions while maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations, always maintaining a cooperative and professional demeanor.
Ability to work with confidential and/or sensitive data and comply with legal advice restrictions for the Clerk & Comptroller’s office.
Ability to work within deadline constraints and workload surges
Position requires sitting for long periods of time. Incumbent’s calls will be monitored and recorded regularly by the Supervisor and/or the Quality Control/Lead to ensure the accuracy of the information given to customers but, also, the demeanor of the Customer Service Specialist in dealing with all types of customers.
Position and duty location may vary between East and West side of the County based on workload.
Current employees may receive preference.
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief to equalize peak work periods or otherwise to balance the workload.
A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans With Disabilities Act.