Customer Service Specialist II
- Summary
Public Health's Vital Statistics Program is looking for two TLT Customer Service Specialist II. This position involves a variety of detailed tasks and functions in support of issuing birth and death certificates. The program is fast-paced, generating a significant volume of work on a daily basis. Customers are engaged face-to-face, by telephone, via mail, as well as through web-based resources. Customer Service Specialists are required to adhere to State and Local regulations, policies, and procedures governing the maintenance, integrity, and release of vital records. Essential to this position is the ability to work in a fast-paced, multifaceted environment while maintaining efficiency and accuracy. The Vital Statistics Program is co-located with the King County Medical Examiner's Office (MEO) and may engage with individuals who may be distraught, upset, and/or grieving.
COMMITMENT TO EQUITY AND SOCIAL JUSTICE:
As the only jurisdiction in the world named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.
We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts.
To learn more, please visit http://www.kingcounty.gov/equity- Job Duties
- Issue and sell birth and death certificates using database systems, point-of-sale technology, microfiche, micro cards, and archived book and ledger records, while ensuring compliance with State and local regulations, policies, and procedures governing those documents.
- Provide customer service by fulfilling orders and responding effectively to customer questions and concerns. Engage in trouble-shooting to respond to inquiries and work to solve problems while ensuring compliance with established policies and procedures. (Note: customers are engaged face-to-face, by telephone, by mail, and via web-based tools.)
- Follow-up with customers when clarification is warranted.
- Assist funeral directors and families with requests for disposition review.
- Process incoming and outgoing mail, addressing quality assurance and ensuring accountability.
- Perform data entry into a variety of logs and spreadsheets.
- Process over the counter and mail order fees using a POS system following established public health cash handling and accounting procedures. Issue receipts, balance checks and cash with orders, and assist in daily register closeout procedures.
- Respond to potentially sensitive and unpredictable situations regarding medical examiner cases and vital statistics customer inquiries. Work effectively with the public utilizing problem-solving skills to manage situations and deal with people who may be distraught, upset, and/or grieving. Diffuse potentially uneasy situations.
- Experience, Qualifications, Knowledge, Skills
- Demonstrates ability to work effectively with a diverse range of customers, including those who may have limited English proficiency, be distraught, upset and/or grieving.
- Demonstrates experience in delivering prompt, responsive, detailed, respectful customer service.
- Ability to solve problems in a positive, constructive manner and to maintain professionalism with customers and staff.
- Demonstrates ability to handle difficult situations with confidentiality, discretion and diplomacy while protecting private and sensitive client information.
- Demonstrates ability to communicate effectively, orally and in writing, to a diverse range of customers and staff in a respectful, non-judgmental, culturally sensitive manner.
- Demonstrates a high level attention to details
- Demonstrates ability to work effectively in a stressful, fast-paced work environment with competing demands and frequent interruptions, while adapting to rapidly changing circumstances.
- Demonstrates ability to process a large volume of customer orders, received through various means, while adhering to regulations, policies, and procedures governing the release of those records.
- Demonstrated ability to work effectively as a member of a team or independently.
- Demonstrates ability to adhere to standard office principles and practices, program-specific requirements, and to engage in positive conflict resolution techniques.
- Demonstrates ability to work in a Windows environment and use Microsoft Office products to complete assigned tasks, including: Word, Outlook, Excel, and Access.
- Demonstrated ability to operate other standard office equipment such as computers, copiers, fax, scanners, and multi-line telephones.
- Proficiency in math and basic accounting procedures.
DESIRED SKILLS:- The most competitive candidates will have experience with Vital Statistics regulations and policies and have cash handling experience.
- 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.
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.
(New) 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.
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.
Who May Apply
This position is open to all qualified candidates. We are currently recruiting for:- 2 full- time Term Limited Temporary or Special Duty Assignment positions with a possible third position within the next 6 months.
Term-Limited Temporary positions are "at-will" positions but are eligible for benefits. This TLT is currently anticipated to last for 1 year.
The TLT vacancy can also be filled as a Special Duty opportunity:
For Special Duty Assignment interest, you must be a Career Service, Career Service Exempt or other regular (non-temporary) employees in King County who have completed their initial County probation and are applying to a higher job classification. You must have supervisor approval prior to taking a Special Duty Assignment.
Application Process:
The following items are required to be considered for this vacancy:- An electronic application through www.kingcounty.gov/jobs or www.governmentjobs.com (use the "Apply" link) including work history and position duties.
- Responses to supplemental questions. Need to be answered thoroughly and completely.
Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. - The selection process may include but is not limited to: evaluation of application materials and supplemental questions, interviewing, and testing. For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring.
- Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
- Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities, work location, and working hours.
- The selected candidate will be required to submit to a thorough background investigation.
- The selected candidate will be required to pass a Pre-Employment Physical
- Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
- Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing required training on time.
Work Schedule
The normal work week is Monday through Friday, 40 hours per week. Working hours may be within 8:00 am - 5:00 pm. This position is subject to the Fair Labor Standards Act and is overtime eligible.
Work Location:Downtown Seattle, 908 Jefferson Street, and other Public Health locations as needed.
Union Affiliation:
This position is represented by the Protec 17 labor union.
Contact:
If you have questions regarding the recruitment process, please contact Debbie Baker, HR Analyst, at debbaker@kingcounty.gov or 206-263-4053.
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
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.
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01Do you have experience working in a multifaceted fast-paced environment?
- Yes
- No
02If you answered "yes" to question #1, provide details below, including: the position(s) held; the work environment(s); and, your role(s). If you answered "no" please explain how you would handle working in a fast paced environment?03Do you have experience working with a POS system or other online State application systems?- Yes
- No
04If you answered "yes" to question #3, provide details, including: software utilized, types of work performed, and frequency of use. If you answered "no", write NA for your response05Do you have experience in providing genuine and detailed customer service?- Yes
- No
06If you answered "yes" to question #5, please share what your experience has been providing genuine and detailed customer service including: the type of service(s) performed and what made it genuine and detailed, the work environment(s), and your role(s) serving customers.07Do you have experience working with upset or grieving person(s), and/or defusing tense situations?- Yes
- No
08If you answered "yes" to question #7, please provide details of the experience including: what made them upset, how did you diffuse the situation, what was your role in the situation. If you do not have this experience, please share how you would handle this situation. Please do not list experiences where the solution was issuing a refund.09Do you have the ability to move items, and to sit, stand, bend, and stoop frequently during the course of a day?- Yes
- No
10Accuracy and attention to detail is a key component of this work. Please describe in detail the tools you use to ensure accuracy and attention to detail in your work.11Do you have the ability to accurately type 40 wpm? This will be assessed thru testing.- Yes
- No
12Do you have previous Vital Statistic or MEO administration experience?- Yes
- No
13If you answered yes to the previous question, please describe in detail where you acquired that experience, including the name of the organization you worked with, the role you held, and the length of time you were in that role.14The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification, or incomplete information may eliminate you from consideration or result in dismissal. "See resume" is not an acceptable answer to the questions.- Agree
- Disagree
15Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? 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? 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. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
16If 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 layoffRequired Question