Customer Service Specialist 2 - Property Tax

King County   Seattle, WA   Full-time     Call Center / Customer Service
Posted on September 13, 2021
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Summary

This recruitment will be used to fill one Term-Limited Temporary (TLT) position that is anticipated to end December 31, 2023.  If a TLT position is filled by a King County employee who has passed their initial King County probation, it will be as a Special Duty Assignment. 
 
The Treasury Section of the Finance and Business Operations Division (FBOD) is seeking a results oriented, energetic Customer Service Specialist II with strong interpersonal skills, and sharp eye toward accuracy and detail. Each day this Customer Service Specialist 2 will build upon their reputation as one who serves our customers with kindness, empathy, and respect. Our ideal candidate will stay calm under pressure handling a high volume of customer service inquiries, administer to multiple customer service functions, and expertly use tools and technologies to accomplish tasks. Our Customer Service Specialists attentively listen and communicate clearly with internal and external customers. A well-qualified applicant will collaborate with team members, excel at working in a remote environment, and get excited about solving problems and learning new and challenging systems.

Our Treasury Section collects, distributes, and invests property taxes and other public revenues, as well as manages long term debt payments, for King County and other taxing districts. Treasury Operations

FBOD's mission is to provide timely, efficient and accurate accounting, procurement, treasury, payroll, benefits and small business services. We are actively seeking employees whose behavior is in alignment with our division's core values: Respect, Teamwork, Results, and Innovation.
 
Scope of Job Duties: To be considered for this opportunity, you must at a minimum, demonstrate knowledge, skill and ability to:

  • Consistent with King County values and goals of customer service excellence: provide information to customers in a courteous and respectful manner, even if customers are challenging and difficult; accurately communicate details related to property accounts and taxpayer issues.  
  • Apply active listening skills, gather information to understand customer needs, analyze information, problem solve account details and provide clear information and direction.
  • Excel at staying well organized; skilled at working in a remote environment as required.
  • Working under the direction of the section lead and in collaboration with team members, administer to various tasks as assigned which includes property tax billing and collection.
  • Effectively use multiple systems, applications and tools needed to derive information; quick to learn new systems and procedures, and eager to learn new technologies.
  • Juggle multiple competing priorities in a high stress environment while maintaining calm.
  • Research, resolve and respond to customer issues including payment, billing and collection discrepancies; work with other departments in resolving customer issues and reconciling property tax accounts.
  • Understand and apply applicable Washington State statutes, King County Code, and internal procedures.  
  • Utilize Lean tools and principles, apply process improvement techniques, and embrace a lean culture focused on better run government; learn systems and processes and make recommendations to improve business productivity and performance.
  • Cross train with others as directed; work independently as needed or in teams; work remotely or in an office setting depending upon direction and needs.
  • Perform other duties as assigned.
Minimum Qualifications:
  • A team-oriented work ethic which contributes to positive team morale; the ability to thrive and excel in a stressful, high volume customer service environment.
  • Professional experience working in customer service or billing and collection.
  • Demonstrated attention to detail and accuracy, time management and organizational skills; ability to organize multiple tasks, and effectively handle customer concerns and needs that may have competing priorities.
  • Ability to deescalate stressful interactions and maintain calm and composed in stressful situations
  • Excellent communication skills.
  • Experience doing front line customer service.
  • Demonstrated proficiency in using Microsoft Excel.
We'd Love it if you had:
  • Familiarity with continuous improvement tools and techniques.
  • At least two years of experience providing front line customer service.
  • Experience using Outlook. 
Other Position Information:
This position is non-exempt from the provisions of the Fair Labor Standards Act and is therefore overtime-eligible. Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 35-hour workweek; normally 8:30 a.m. – 4:30 p.m., Monday through Friday. This position is represented by International Brotherhood to Teamsters, Local 117 - Administrative Employees. This position will work remotely via telework and may be required to occasionally report onsite.

The Application Process:
The recruitment for this position is open to all qualified candidates. This recruitment will be used to fill one Term-Limited Temporary (TLT) position that is anticipated to end December 31, 2023. If a TLT position is filled by a King County employee who has passed their initial King County probation, it will be as a Special Duty Assignment. 

Applicants from this recruitment may be used to fill up to two opportunities in this job classification within the next six months. These vacancies could either be filled as Special Duty or Term-Limited-Temporary Customer Service Specialist 2 positions. 
 
The Application Process:
Required Materials:
  • A completed King County Application
  • Resume
  • Cover letter addressing how you meet the minimum qualifications and why you are interested in this position
The most competitive candidates may be invited to participate in a computer skills assessment and a panel interview process.
 
If you have any questions or concerns while applying, please contact:
Liz Callahan, Recruiter
liz.callahan@kingcounty.gov

Temporary Telecommuting Requirement:  
The work associated with this position will be performed remotely in compliance with King County’s telecommuting mandate.  Employees must reside in WA state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.  There will be situations where the employee is required to report to a County worksite.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.  

To assist employees during this time King County has a robust collection of tools and resources to support working remotely.  The individual selected for this opportunity will be joining an innovative and progressive team.  King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.  

Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required by the department in alignment with the Public Health Directive from the Seattle & King County Public Health Officer.

Note: Online applications are preferred. However, if you cannot apply online, go to www.kingcounty.gov/jobs for other options.

Supplemental Information

Forbes recently named King County as one of Washington State's best employers.


Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.


Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.


Covid-19 Vaccination Requirement

As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination by October 18th. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.


This directive applies to employees in the Executive branch*, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.


King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.


To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact your recruiter listed on this job announcement.

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being.  Eligible positions receive the following benefits and have access to the following programs:

  • Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
  • Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
  • Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
  • Transportation program and ORCA transit pass
  • 10 paid holidays each year (plus 2 personal holidays)
  • Generous vacation and paid sick leave
  • Paid parental leave, family and medical leaves, and volunteer leave
  • Flexible Spending Account
  • Wellness programs
  • Onsite gyms and activity centers
  • Employee giving program
  • Employee assistance programs
  • Flexible schedules and telecommuting options, depending on position
  • Training and career development programs
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy.  If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.  Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
 
NOTE:  Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
 
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

01
Are you applying to this position as an eligible Current or Previous King County Employee Priority Placement Program Participant AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff AND Do you possess the skills and abilities to qualify for this position?
  • Yes, I was given a layoff notice from my role at King County AND I am within two years of the effective date of my layoff. AND The position I was laid off from was the same or a higher percentage of FT status when compared to this one.
  • No.
02
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff
03
Did you attached all of the required materials for this recruitment including a cover letter and resume? A cover letter and resume is required in order to be considered for this position.
  • Yes
  • No
04
I understand that King County employees must reside in WA state and within a reasonable distance from our King County offices in Seattle. Relocation would be required for applicants that live outside of WA.
  • Yes
  • No

Required Question