Customer Service Center Program Assistant
About The Position
The Customer Service Center Program Assistant responds to customer inquiries and resolves issues or complaints for the City of Olympia. The role involves welcoming customers and community members, taking payments, and ensuring appropriate actions are taken to address customer problems and concerns. The position also coordinates the residential parking program. The assistant provides support and information about Community Development and Planning and other City programs and services through telephone, email, online chat, and in-person interactions. The role collects fees, balances payments, processes refunds, maintains welcoming public areas on the first and second floors, coordinates final inspections and permit issuance, routes questions to appropriate staff, and maintains program records and customer accounts. The position has frequent contact with the public and City staff, including handling potentially confrontational interactions professionally. It is accountable to the Customer Service Center Supervisor and is not expected to perform full supervisory duties.
Requirements
- High school diploma or GED and two years of customer service experience; or a technical certification in a related field; or a combination of experience, certification, education, and training demonstrating expertise in related areas.
- Knowledge of clerical procedures and systems, including word processing, file and records management, and other office procedures.
- Proficiency with Microsoft Office products, including Word, Outlook, and Excel, and ability to learn specialized software.
- Ability to use mathematics required for the work.
- Ability to follow oral and written instructions.
- Ability to read, update, and maintain records and files in numerical, alphabetical, or chronological sequence.
- Ability to review, compile, and organize forms, documents, and related records for efficient processing and retrieval.
- Ability to handle difficult and stressful situations with professional composure, diffuse potentially confrontational situations, and resolve disputes.
- Ability to establish and maintain effective working relationships with people of diverse backgrounds.
- Front-line cash-handling and reconciliation experience with accuracy and accountability.
- Strong communication, attention to detail, and service-oriented problem-solving skills.
- A valid Washington State driver's license may be required.
Responsibilities
- Respond to customer inquiries and provide information about Community Development and Planning and other City programs and services by telephone, email, online chat, and in person.
- Resolve customer issues and complaints, escalating matters to appropriate staff when needed.
- Collect fees and balance payments.
- Process refunds.
- Maintain clean and welcoming public areas on the first and second floors.
- Coordinate final inspections.
- Coordinate over-the-counter building, engineering, and planning permit issuance.
- Maintain program records, customer accounts, and records of customer interactions, including inquiries, complaints, and comments, in various software programs.
- Coordinate the residential parking program.
- Triage and route permitting questions, providing accurate information and forwarding issues to appropriate technical staff.
- Maintain punctual, regular, and reliable attendance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
