Office Assistant III (Customer Service Representative) Public Works

Clark County, Washington

23h•$26 - $34•Onsite

About The Position

The Clark County Public Works Office of the Director is seeking an Office Assistant III (Customer Service Representative) to support the department’s customer service program. This position is fully onsite with no remote or hybrid work options and follows a 9/80 work schedule: nine hours per day Monday through Thursday and eight hours every other Friday, with alternating Fridays off. Public Works employees are committed to delivering high-quality service and making a meaningful impact in the community. The Customer Service Team serves as the primary point of contact between the public and the Public Works Department. This team plays a critical role in supporting daily operations and emergency response efforts by working closely with road and park maintenance crews, 911 dispatchers, law enforcement, other government agencies, and the public. Responsibilities include managing the department’s main phone line, responding to public inquiries via email, and dispatching maintenance crews during urgent and emergency situations requiring immediate attention. This function is essential to the department’s overall emergency response capability.

Requirements

Three to five years of progressively responsible administrative support and customer service experience is required.
Proficiency across the full range of office functions such as multi‑line telephone operations and reception, accounts payable, Microsoft Office Suite to include Word, Excel, and Outlook, computer applications, mail processing, supply ordering, and related tasks.
Ability to type a minimum of 55 words per minute upon entry into the position.
Ability to independently address complex customer service needs.
Ability to perform daily tasks with a high level of initiative, sound judgment, and autonomy.
Ability to identify and resolve issues independently, referring only the most unusual or complex matters to a manager.
General office practices and procedures, including the specialized functions, policies, and processes of the assigned work unit.
Accounts payable.
Strong command of spelling, grammar, punctuation, business English, and standard formatting and clerical practices.
Filing and records management methods; applicable laws, county codes, ordinances, and departmental policies; and computer applications such as Microsoft Office suite to include Word, Excel, and Outlook, and computerized maintenance management systems.
Ability to establish and maintain cooperative, effective working relationships.
Ability to provide courteous and professional service to the public and coworkers, even in stressful or difficult situations.
Ability to accurately create work requests based on gathered information.
Ability to learn and apply complex departmental processes, services, and functions.
Ability to proficiently operate standard office equipment and software.
Ability to independently exercise sound judgment and make timely decisions aligned with established policies and procedures.
Ability to maintain harmonious customer interactions, including de‑escalating challenging calls or situations.
Ability to follow oral and written instructions.
Ability to guide and assist other employees.
Ability to evaluate and improve service delivery through enhancements to procedures, systems, and recordkeeping.
Ability to communicate clearly and effectively, both verbally and in writing.
Evidence of a valid driver’s license (may be required).

Nice To Haves

Other combinations of education or experience, which would demonstrate the ability to perform the work, will be considered.

Responsibilities

Operate a multi-line phone system to respond to inquiries and service requests from the public, internal staff, external agencies, and emergency services personnel (e.g., 911 operators and law enforcement).
Provide accurate information, address questions, explain procedures in accordance with departmental guidelines, or route inquiries to the appropriate resource.
Respond to email inquiries in a timely and professional manner.
Monitor road maintenance radio communications.
Dispatch road and park maintenance crews in urgent or emergency situations.
Create and assign work requests using the department’s computerized maintenance management system.
Order, maintain, and distribute office and operational supplies; conduct price comparisons as needed.
Coordinate conference room scheduling.
Receive, open, and distribute incoming mail.
Enter requisitions for purchase orders in financial system.
Process purchase card transactions and reconcile invoices.
Process and track vendor invoices.
Perform other duties as assigned.
Maintain and manage databases used to track departmental and program information; generate reports as needed.
Organize and maintain maintenance management records; retrieve information upon request.
Research, interpret, and prepare a variety of documents requiring knowledge of program requirements and terminology; draft correspondence to communicate findings to customers.
Conduct research on past maintenance requests in support of tort claims and public disclosure requests.
Collaborate with internal departments, external agencies, and other contacts to research or coordinate work assignments.
Compose and prepare complex documents, including letters, memoranda, and reports based on general direction or draft materials.
Utilize spreadsheets to track, analyze, and report quantitative data.
Assist with specialized or periodic data searches to locate or reconstruct information from standard and non-standard sources.
Interact with the public, clients, and staff to interpret program procedures and support operations.
Perform related duties as required.