CUSTOMER SERVICE ASSISTANT

Polk County; Des Moines (IA); On-site; USD 42,000 - 52,000; Full time

Job summary

Polk County is seeking a detail-oriented customer service specialist to assist the public with motor vehicle and property tax transactions. You will process registrations, titles, and various fees, and collect payments in person or by phone.

The role requires accuracy, knowledge of tax and vehicle processes, and the ability to balance daily receipts while maintaining confidentiality and professionalism.

Qualifications

• High school diploma or equivalent required.
• 3 years of financial customer service experience preferred.
• An Associate’s Degree in business administration or related field and 1 year of experience preferred.
• Equivalent combination of training and experience acceptable.
• Bi-lingual skills are preferred.

Responsibilities

• Assist the public in-person or by phone; research vehicle and tax resources.
• Ensure accuracy, completeness, and legitimacy of documents submitted.
• Provide timely customer service at counter or by telephone.
• Collect and record payments for property taxes and related charges.
• Process vehicle registrations, titles, plate fees, and related documents.
• Accept and process payments by various methods; balance receipts daily.
• Access vehicle and tax systems to process transactions.
• Research and retrieve forms and inventory; manage delinquent tax lists.
• Perform other related duties as assigned.

Skills

Customer service

Cash handling

Attention to detail

Verbal and written communication

De-escalation

Multitasking

Bi-lingual preferred

Professionalism

Patience and tact

Education

High school diploma or equivalent

Associate’s Degree in business administration or related

Three years of financial customer service experience

Equivalent combination of training and experience

Tools

Computer/office equipment

Vehicle and tax systems

Job description

Under general supervision, provides assistance to the public in-person or in a call center setting, accurately processing motor vehicles and property tax transactions in accordance with the Code of Iowa. Collects payment from the general public.

1. Provides comprehensive assistance to the general public, in-person and via the telephone; researches vehicle and tax resources, accurately answers inquiries, completes and processes all required vehicle and property tax transactions; ensures accuracy, completeness, and legitimacy of documents submitted.
2. Provides excellent customer service to the public in a timely manner by assisting customers at the counter and via the telephone.
3. Collects and records payment for property taxes, mobile home taxes, special assessments, tax sale redemptions, and other real estate taxes and fees.
4. Computes and collects fees for issuing license plates, titles, new and duplicate registrations, and fees for various other purposes; efficiently processes credits and refunds for vehicles transferred or sold; notates and releases security interests.
5. Processes and files all necessary documents for transferring or issuing regular, duplicate, in-transit and salvage vehicle titles, renewing vehicle registrations, processing trailer transfers, special license plates, and junking certificates; monitors title requirements and verifies and processes affidavits of redemption
6. Accepts and processes customer payments with a credit card, money order, travelers check, check or cash; traces source of insufficient fund checks, secures payment, reconciles daily receipts and disbursements, and balances cash drawer daily.
7. Assists customers while utilizing multiple vehicle and tax systems to process transactions.
8. Researches and retrieves forms, supplies and inventory; separates duplicate forms; processes annual tax statements; prepares delinquent tax lists; returns mail due to incomplete documentation.
9. Performs other related duties as assigned.

• Considerable knowledge of best practices for delivering high-quality customer service both in-person and over the phone.
• Knowledge of the laws, rules and regulations relating to the collection and disbursement of County funds.
• Knowledge of and ability to maintain departmental policies, practices and standards.
• Basic knowledge of legal descriptions and terms used in property descriptions.
• Knowledge of methods and procedures in handling and accounting for money.
• Knowledge of and ability to perform computations quickly and accurately.
• Ability to operate a computer and other office equipment.
• Proficient data entry skills.
• Ability to learn and apply knowledge in taxation, and vehicle registration and title processing.
• Ability to balance daily receipts and disbursements.
• Ability to process, manage and maintain confidential information.
• Ability to communicate effectively both verbally and in writing.
• Ability to consistently function courteously and effectively in stressful situations.
• Ability to establish and maintain satisfactory working relationships with leadership, team members, other County employees, and the general public using patience and tact and fostering a collaborative and professional work environment.
• Ability to consistently demonstrate professionalism, courtesy, and tact in telephone interactions.
• Ability to de-escalate situations, handle complaints, and display active listening skills.
• Ability to be attentive to details, work under pressure, and meet deadlines.
• Ability to accurately perform alphanumeric data entry and to access and retrieve information in all vehicle and tax systems.
• Ability to make moderately complex decisions, in accordance with laws, rules, regulations, and departmental policies and procedures.
• Ability to achieve established departmental goals and objectives.
• Ability to follow verbal and written instructions.
• Ability to move material/boxes weighing up to 25 pounds from floor level to counter height.

• Graduation from high school or equivalent education, and
• Three years of experience in financial customer service assistance, or
• Associate’s Degree in business administration, or related, and
• One year of experience in financial customer service assistance, or
• Any equivalent combination of training and experience that will have provided the required knowledge, skills, and abilities.
• Bi-lingual skills are preferred.

Special Requirements:

• A drug screen is required prior to final offer of employment.
• A criminal background check is required.