Customer Service Representative - PHSS - Admin Support

Lewis County, WA; Chehalis (WA); On-site; USD 36,000 - 52,000; Full time

Job summary

Lewis County Public Health & Social Services seeks a clerical worker to provide frontline customer service at the public counter and support departmental operations.

Under supervision, you will handle intake, certificates, payments, records, and data entry while maintaining confidentiality and accurate documentation. A valid Washington driver's license is required, with experience in office software and strong communication skills.

Qualifications

• High school diploma or GED; two years of customer service or general office experience.
• Valid Washington State Driver License.

Responsibilities

• Assist the public at service counter and intake for programs.
• Respond to inquiries via phone, email, and in person; issue certificates and permits; make referrals.
• Handle payments and cash management; process transactions; balance cash drawer and deposits.
• Maintain program databases for reporting and billing.
• Maintain confidentiality and HIPAA compliance; follow Privacy Act requirements.
• Occasional local travel to support departmental operations.
• Maintain and organize documents, forms, notices, and agendas.

Skills

Customer service

Data entry

Organization

Microsoft Office

Scheduling

Written communication

Handling difficult interactions

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Current Teamsters members will be given first consideration for this position, subject to qualifications and availability.

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.

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 the public at service counter in all departmental business.
• Responds to customers via phone, email, and in person seeking information; registers customers for services and provides intake or check-in support for programs such as environmental health services, veterans services, and other departmental programs; issues certificates and permits; and makes referrals to community services.
• Collects and receives payments including cash, checks, and credit cards; processes transactions in the accounting system; balances the cash drawer and prepares deposit daily; and handles funds per County cash-handling policies and procedures.
• Maintains program databases used for report development, billing, and tracking.
• Maintains functional awareness of updates in program areas and ensures co-workers are cross-trained. Maintains knowledge of RCWs and WACs, including responsibilities of the Deputy County Registrar for births and deaths, and assists with the development and maintenance of desk manuals.
• Maintains customer, client, and program records in accordance with Washington Secretary of State records retention and archiving requirements. Processes and assists with public records requests.
• Prepares, copies, scans, processes, and/or distributes correspondence, forms faxes, notices, agendas, meeting minutes, news releases, and other types of documents.
• Participates in training courses, 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 matters and County information in accordance with the Privacy Act of 1974 (5 U.S.C. § 552s), as amended, and applicable HIPAA policies and procedures.
• Assists individuals in preparing program applications; determines applicant eligibility; calculates levels of exemption; and prepares vouchers.

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

Knowledge of:

• Customer service principles, protocols, and standards.
• General office practices, procedures, and equipment.
• Standard office software applications, including Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Cash handling principles and practices.

Skills in:

• Providing customer service in person, by phone, and in writing.
• Data entry, records management, and maintaining accurate documentation.
• Organization and time/workload management.
• Operating a personal computer and using standard office software to create, edit, and format documents and spreadsheets.
• Scheduling appointments, routing calls, and maintaining calendars.
• Writing in plain language, using correct spelling, grammar, and appropriate formatting.
• Managing difficult interactions with tact, patience, and professionalism.

Ability to:

• Learn and follow County and Department policies and procedures.
• Learn, retain, and recall new or changing information and processes.
• Communicate effectively verbally and in writing, considering the needs of the audience.
• Provide respectful, effective service to individuals with varying backgrounds, needs, and communication styles.
• Maintain confidentiality and handle sensitive information appropriately.
• Effectively manage stress and maintain composure.

Behaviors:

• Regular, reliable attendance.
• Accept personal responsibility for work, actions, and words.
• Listen to understand various perspectives.
• Demonstrate initiative to learn, share information, and improve processes.
• Build constructive working relationships with colleagues and stakeholders.