Customer Service Center Program Assistant

City of Olympia; United States; On-site; USD 72,000 - 86,000; Full time

Benefits offered by this job

AFSCME union

Competitive benefits

Job summary

The City of Olympia is seeking a Customer Service Center Program Assistant to engage with residents and visitors, answer inquiries, and resolve issues in a fast-paced environment. You will manage payments, refunds, and public areas while coordinating permit processes with building, engineering, and planning staff.

Strong communication and accuracy are essential, as is accountability in handling sensitive information.

Qualifications

• Knowledge of clerical procedures and systems (word processing, files, records).
• Proficient in Microsoft Office (Word, Outlook, Excel) and related software.
• Mathematics skills for the work.
• Ability to follow oral and written instructions.
• Ability to read, update and maintain records/files.
• Ability to organize forms and documents for efficient processing.
• Ability to handle difficult situations with professionalism and maintain relationships.
• Ability to work with diverse teams and populations.

Responsibilities

• Interact with customers by phone, email, online chat or in person to provide information and resolve issues.
• Collect fees and balance payments; process refunds.
• Maintain public areas to be clean and welcoming.
• Coordinate final inspections and permit issuance.
• Field questions and escalate to appropriate staff when needed.
• Maintain program records and customer interactions in the systems.
• Demonstrate punctual, regular attendance and reliability.

Skills

Clerical procedures

Microsoft Office

Mathematics

Follow instructions

Record keeping

Forms processing

Customer service

Diversity awareness

Education

High school diploma or GED

Technical certification

Related experience/training

Job description

Responsible for responding to customer inquiries and resolving issues or complaints for the City of Olympia (City). Work involves greeting customers and community members, taking payments and ensuring that appropriate actions are taken to resolve customer problems and concerns. Coordinates the residential parking program.

Ideal Candidate Profile

Highly customer‑focused in an intensely fast‑paced environment. Serves as an ambassador who ensures both employees and customers feel welcome. Builds a warm, friendly atmosphere and fosters a culture of exceptional service. Develops strong internal and external relationships by delivering compelling customer experiences that reflect our mission. Approaches challenges with creativity and a solutions‑oriented mindset. Technologically proficient, with the ability to learn new software programs quickly and effectively. Collaborative team player who integrates seamlessly into a high‑performing Customer Service Center environment and contributes positively to the team culture. Imaginative and adaptable, consistently seeking new ideas and approaches to improve processes and outcomes. Willing to challenge the status quo when needed to keep the team’s work innovative and aligned with current trends. Able to adjust quickly to changing priorities throughout the day. Resourceful and reliable “go‑to” person who knows how to get things done and where to find additional resources when needed. Enhances team efficiency by identifying innovative and effective methods for completing tasks. Experienced in front‑line cash handling and reconciliation, with a strong track record of accuracy and accountability. Ability to triage and route permitting questions, ensuring accurate information is provided and issues are forwarded to appropriate technical staff. Demonstrated success in supporting a fast‑paced permitting team through strong communication, attention to detail, and service‑oriented problem‑solving.

Annual Salary

$71,511 - $85,707

Essential Functions

1. Interacts with customers via telephone, email, online chat or in person to provide support and information related to Community Development and Planning and other City programs and services.
2. Collects fees and balances payments.
3. Processes refunds.
4. Manages the physical environments of the first and second floor public areas ensuring a clean and welcoming area.
5. Coordinates final inspections.
6. Coordinates over the counter building, engineering, and planning permit issuance.
7. Fields customer questions and complaints; escalates to appropriate staff as needed.
8. Maintains program records, customer accounts, records of customer interactions with details of inquiries, complaints or comments as recorded in various software programs.
9. Punctual, regular and reliable attendance is essential for successful job performance.

Typical Qualifications

1. Knowledge of clerical procedures and systems such as word processing, managing files and records and other office procedures.
2. Skill in the use of Microsoft Office products (Word, Outlook and Excel) and applicable department and organization specific software and ability to learn and become proficient in the use of other specialized software as may be required.
3. Skill in using mathematics required for the work.
4. Ability to follow oral and written instructions.
5. Ability to read, update and maintain various records and files in numerical, alphabetical or chronological sequence.
6. Ability to review, compile and organize forms, documents and related records for efficient processing and ready retrieval.
7. Ability to handle difficult and stressful situations with professional composure, diffuse potentially confrontational situations and resolve disputes.
8. Ability to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service or diverse cultural and linguistic backgrounds.

Experience/Education

1. High school diploma or GED and two (2) years of customer service experience;
2. OR technical certification in a related field;
3. OR a combination of experience, certification, education and training that demonstrates expertise in the related areas.

Special Requirements

1. A valid Washington State driver’s license may be required.

Supplemental Information Contacts

1. The Customer Service Center Program Assistant has significant daily contact with the public for the purpose of information sharing and problem resolution.
2. Due to the subject matter, some contacts may be confrontational, requiring the Customer Service Center Program Assistant to explain City policies and procedures in a professional, concise and respectful manner.
3. The Customer Service Center Program Assistant also has daily contact with other City staff for the purpose of information sharing, work coordination and problem resolution.

Supervision

1. This position is not expected to perform full supervisory duties of staff.

Accountability

1. The Customer Service Center Program Assistant is accountable to the Customer Service Center Supervisor for completing all assigned work in a timely, professional manner.

Union

American Federation of State, County and Municipal Employees (AFSCME)

Compensation (minimum-maximum)

$70,511.52 - $85,707.20

Exempt

No

Contact Information

If you have questions about the position and/or requirements, please contact Brooke Ison, Operations and Administrative Services Manager via email at [e-mail].

For general application or position questions please contact the hiring supervisor or Human Resources at [e-mail].

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Manny Bosser, Director of Human Resources, at [phone] or [e-mail]. This contact is for ADA accommodations only.

If you have questions regarding this recruitment, please contact the manager noted in the Contact section near the top of this recruitment.

Equal Opportunity and Diversity

Olympia is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We are an equal opportunity employer strongly committed to honoring diversity, equity and belonging within our workforce and community.

The City of Olympia complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

Benefits

The City of Olympia provides competitive pay, great benefits, and supports work-life balance.

Other Information

Olympia is a vibrant, healthy and beautiful Capital City and a great place to work, live and play. The City of Olympia provides competitive pay, great benefits, and supports work-life balance.