Customer Service Representative - Casual

Job Description:

Customer Service Representative - Casual

Description

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CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

Job Title: Customer Service Representative - Casual

Dept./Division: PHSS Job Class Code: 1337

Pay Grade: Casual PCN: 1337002

FLSA: Non-Exempt Effective Date: October 2007

Representation Status: Non-Represented Revision Date: January 2026

Reports To: Public Health and Social Services

NATURE OF WORK 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.

ESSENTIAL FUNCTIONS: 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 customers at the public counter, by telephone, and by email; responds to public

inquiries regarding departmental programs, services, policies, processes, and procedures. • Responds to customers, via phone and email and in person. Issues certificates and permits, and

makes referrals to community services. • Collects and receives fees, balances cash till daily, prepares daily deposit, and handles cash

per county cash handling policy and procedures. • Maintains a variety of program databases necessary for a variety of uses such as report

development, billings, and tracking. • Maintains functional awareness of updates in program areas and assures co-workers are cross

trained. This may include knowing pertinent RCWs and WACs e.g. responsibilities of Deputy County Registrar for births and deaths as well as development of desk manuals.

• Maintains customer, client, and various program records that may include following Washington Secretary of State guidelines for archiving government records.

• Provides support to various programs that could include typing of monthly calendars, press releases, and other information for media, preparation of vouchers etc.

• Participates in trainings, 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 issues and County information; complies with

the confidentiality standards of the Privacy Act of 1974, {U.S.C. § 552A} as amended, and HIPAA policies and procedures.

Job Title: Customer Service Representative Job Class Code: 1337

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• Assists individuals in preparing program applications; determines applicant eligibility; calculates levels of exemption.

• Prepares and maintains departmental forms, records, files, and other documentation.

WORKING ENVIRONMENT / PHYSICAL DEMANDS: 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.

QUALIFICATIONS: REQUIRED: High school diploma or GED equivalent; AND two (2) years of customer service and/or general office experience. Valid Washington State Driver License.

COMPETENCIES (Knowledge, Skills, Abilities, and Behaviors): Knowledge of: • Customer service principles, protocols, and standards. • General office practice and equipment. • Standard computer software applications. • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with the ability to create,

edit, and format documents and spreadsheets • Cash handling principles and practices. • Departmental operations relative to area of assignment.

Skills in: • Coordinating and performing a variety of customer service functions. • Responding to public inquiries and providing information regarding departmental services,

programs, policies, and procedures. • Working with and providing services to a very diverse community. • Maintaining accurate records. • Processing permits, transfers, refunds, and/or other departmental transactions. • Preparing and maintaining departmental records, files, and documentation. • Establishing and maintaining effective working relationships with internal and external

colleagues, partners, clients, and the public, and on occasion managing a situation involving difficult or disruptive customers.

• Communicating effectively verbally and in writing. • Maintaining confidentiality.

Ability to: • Learn and follow County policies and procedures.

Behaviors: • Regular, reliable attendance.

Job Title: Customer Service Representative Job Class Code: 1337

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As the incumbent in this position, I have received a copy of this position description.

Employee's Name

Employee's Signature Date

Salary:

$23.34 - $31.38/hr. (DOQ)