Service Representative/ Senior Service Representative
About The Position
The Service Representative provide customer service to residents, taxpayers and customers of Washington County by acting as an agent for the State of Minnesota by processing Driver's License, Passports, motor vehicle transactions, Department of Natural Resources, and other transactions as necessary. Responsible for performing a variety of technical duties including balancing daily receipts, compiling records, correspondence and maintaining various records. Interpreting County, state and federal rules, regulations, statutes and policies for customers. Successfully manage difficult or emotional customer situations in a fast-paced, front facing public work environment. The Service Representative assists the public in obtaining licenses, vehicle titles, and legal documents such as passports or marriage licenses.
Requirements
- High school diploma, or equivalent.
- Within a year of being appointed to the position, State certification as a License Title Agent or Federal certification as a Passport Acceptance Agent must be obtained and must be renewed as required by passing a written exam.
- Other certifications or licenses from federal and state agencies may be required to perform the functions of the job.
- Evidence of US citizenship upon employment.
- Promote a diverse, culturally competent, and respectful workplace.
- Demonstrates knowledge of statutes and laws related to legal documents and services provided at the Service Counter.
- Demonstrates knowledge of documents accepted for documents such as passports, marriage licenses and homestead status.
- Work requires the ability to convey detailed or important spoken instructions to individuals.
Nice To Haves
- Experience processing Passport, Driver's License, motor vehicle, and/or Department of Natural Resources transactions
- Experience providing effective, courteous, high-volume customer service to the general public, in-person and over the phone
- Knowledge of Microsoft Office (Outlook, Word, Excel) and point-of-sale systems
- Paid experience interpreting County, State and Federal rules, regulations, statutes and policies for customers
- Prior work experience involving customer service is preferred.
Responsibilities
- Provide customer service: Respond to customer inquiries for various legal document related processes and services; Communicate accurate information to the public regarding laws, statutes, policies and procedures: interpret County, State and Federal rules, regulations, statutes. And policies for customers; Process transactions, collect fees and process overpayments; Review documents for accuracy and completeness; Resolve discrepancies or escalate to Senior Representative or Supervisor; Answer or direct calls; Research, analyze and verify records, reports, applications and other documents; Provide copy and fax services to the public; Conduct searches or communicate with representatives other divisions or government agencies.
- Perform administrative duties: Manage and deliver interoffice mail; Complete data entry; Close and balance receipts daily; Compile or prepare a variety of reports; Prepare other correspondence, forms, memos, and reports as needed; and Enter and maintain various records.
- Perform other duties as assigned.
Benefits
- E-Verify Participation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
