Customer Support Specialist

Douglas County, CO•Castle Rock, CO

14h•$41,294 - $61,940•Onsite

About The Position

The Customer Support Specialist serves as the first point of contact for citizens seeking services within Douglas County Government at the Wilcox Building. This position provides high-quality customer service, reception, general information, and administrative support for departments and Elected Officials. Responsibilities include greeting and directing citizens, coordination of lobby waiting area, supporting appointment customers, operating the customer queuing system and guiding citizens to appropriate services and resources. The role requires professionalism, accuracy, confidentiality, and the ability to function effectively in a high-volume public service environment. Generally, the hiring range is $41,294-$51,617 annually. Qualifications, education and experience as it relates to the position will be taken into consideration when determining hiring salary.

Requirements

High School Diploma or Equivalent
Minimum of 1 year of customer service experience

Responsibilities

Greets and assists citizens in person, directing them to the appropriate department or service using multiple scheduling calendars and queueing systems.
Communicates with citizens and internal staff via phone, email (Outlook), and instant messaging (Microsoft Teams) to support timely and accurate service delivery.
Demonstrates proper use of queueing tools to citizens.
Provides or guides citizens to information regarding Douglas County Government services including location-specific assistance.
Provides direction or guidance to citizens seeking services from other nearby local governments.
May sort and organize incoming mail for Wilcox Building departments.
May assist Wilcox Building departments with outgoing bulk mailing projects.
Utilizes reference materials and resources such as websites, approved AI tools, FAQs, quick reference guides, and standard operating procedures to ensure accurate information is provided.
Directs lobby and entrance traffic to appropriate offices or waiting areas.
Refers complaints or complex issues to appropriate department management.
Maintains confidentiality of sensitive information in accordance with federal, state, and county laws and regulations as well as at the direction of Elected Officials.
May review, assemble, and perform quality control checks on paperwork and incoming mail while maintaining confidentiality.
May perform clerical support functions for departments and Elected Officials within the Wilcox Building
Demonstrates and supports County-wide priorities, values and service standards by contributing to efficient, high-quality public service delivery, fostering a collaborative team environment, and promoting stewardship of community resources.
Performs other duties as assigned.