CLIENT SERVICES REPRESENTATIVE

County of York; York (York County); On-site; USD 32,000 - 45,000; Full time

Job summary

County of York is seeking a courteous, professional Customer Service Representative to handle incoming calls, assist clients, attorneys and county staff, and maintain accurate records in PACSES. The role requires excellent communication, strong organizational skills, and the ability to work as part of a team in a fast-paced government office.

Duties include processing inquiries, advising on payments, monitoring inboxes, providing reception support, and ensuring compliance with state law and

Qualifications

• Must possess a high school diploma or equivalent.
• Strong organizational and time management skills.
• Must possess effective verbal communication skills and the ability to interact in a congenial and responsible manner.
• Ability to maintain a professional demeanor at all times and deal constructively with clients in an emotionally charged setting.
• Must possess excellent customer service skills.
• Must possess excellent analytic and problem solving abilities.
• Familiarity with the operation of office equipment such as, but not limited to: computer, fax machine, copier.
• Strong analytic abilities required.
• Ability to readily adapt to change.
• Ability to work as a member of a team.
• Ability to handle large volumes of calls in a fast paced setting.
• Excellent interpersonal skills required.
• Must pass a Criminal Background Investigation.
• Must pass a Drug Test.

Responsibilities

• Receive and process client and other inquiries by telephone.
• Develop and maintain a positive, professional rapport with clients and staff.
• Advise clients on payment information and office policies and procedures.
• Maintain periodic contact with the client while the issue is outstanding.
• Recognize more serious issues requiring immediate investigation and maintain contact with the client throughout the process.
• Copy and forward payment records to clients.
• Assess the proper time to refer the client to their enforcement worker.
• Be supportive of coworkers and the job they perform.
• Assist with special projects.
• Provide excellent customer service to the public, other County/Court departments, attorneys, employers and co-workers.
• Monitor and manage Client Service and Children and Youth inboxes for questions and requests.
• Assist with Reception coverage when needed.
• Demonstrate proficiency with PACSES system components.
• Comply with all computer and office security, safety procedures and confidentiality requirements.
• Attend periodic training about PACSES, the support system or other topics to enhance performance.
• Other duties as assigned by supervisor.
• Changes may be made to accommodate office needs.

Skills

Verbal communication

Customer service

Analytical abilities

Problem solving

Teamwork

Time management

Organization

Adapt to change

Interpersonal skills

Handle high volume calls

Office equipment familiarity

Criminal Background Investigation

Education

High school diploma or equivalent

Tools

PACSES system proficiency

Job description

Description

Responsible for receiving incoming telephone calls and providing assistance to clientele in a professional, efficient and courteous manner. Also responsible for providing exceptional customer service to the public, other County/Court department, attorneys, employers and co-workers.

All duties are done in compliance with State law and rule and meet the requirements of PACSES (Pennsylvania Child Support Enforcement System) and Domestic Relations procedures as well as local Court policies and procedures. This is a bargaining unit position.

Essential Duties and Responsibilities

• Receive and process client, and other interested parties inquiries by telephone.
• Develop and maintain a positive, professional rapport with clients, and staff members.
• Advise clients in regards to payment information and office policies and procedures.
• Maintain periodic contact with the client while the issue is outstanding.
• Ability to recognize more serious issues, requiring immediate investigation and maintaining contact with the clients throughout the process.
• Copy and forward payment records to clients.
• Ability to assess the proper time to refer the client to their enforcement worker.
• To be supportive of co-workers and the job they perform.
• Assist with special projects.
• Must provide excellent customer service to the public, other County/Court departments, attorneys, employers and co-workers.
• Monitor and manage both our Client Service and Children and Youth inboxes for questions and requests
• Assist with Reception coverage when needed
• Demonstrate proficiency with general, duty-specific and duty-related portions of the PACSES system.
• Comply with all computer and office security, safety procedures and confidentiality requirements.
• Attend periodic training about PACSES, the support system or other relevant topics to enhance work performance.
• Other reasonable duties as assigned by supervisor.
• Changes may be made in this position to accommodate the needs of the office.

Requirements

ESSENTIAL REQUIREMENTS

Requirements are representative of minimum experience, training, knowledge, skills and abilities.

• Must possess a high school diploma or equivalent.
• Strong organizational and time management skills.
• Must possess effective verbal communication skills and the ability to interact in a congenial and responsible manner.
• Ability to maintain a professional demeanor at all times and deal constructively with clients in an emotionally charged setting.
• Must possess excellent customer service skills.
• Must possess excellent analytic and problem solving abilities.
• Familiarity with the operation of office equipment such as, but not limited to: computer, fax machine, copier.
• Strong analytic abilities required.
• Ability to readily adapt to change.
• Ability to work as a member of a team.
• Ability to handle large volumes of calls in a fast paced setting.
• Excellent interpersonal skills required.
• Must pass a Criminal Background Investigation.
• Must pass a Drug Test.