Customer Service Specialist III

King County   Auburn, WA   Full-time     Call Center / Customer Service
Posted on August 31, 2021
Apply Now
Summary

 

King County is committed to equity and diversity in the workplace. In addition, the county is committed to recruiting and maintaining a quality workforce that shares our guiding principles of being: collaborative, service-oriented, results-focused, accountable, innovative, professional, fair and just.
 
 Who we are: 
 The Department of Judicial Administration (DJA), also known as the Superior Court Clerk's Office, is an innovative, forward-looking agency that uses technology to help perform tasks better, more efficiently and reliably. The Clerk's Office conducts a variety of services for the Court, litigants and the general public.  More information of what we do
https://www.kingcounty.gov/courts/clerk.aspx 
   
 Our Mission: 
 Provide professional, high-quality Superior Court record services and justice system programs, and ensure access to justice and integrity in the process. 
 
 Benefits: 
 King County values the balance between work and life outside of work. We offer an outstanding benefits package, 10 paid holidays, life insurance, an employee assistance program and much more. Please visit our website to learn about King County's commitment to employee's health and well-being: 
http://www.kingcounty.gov/employees/ 
 
 What we're looking for: 
 We are seeking a customer service specialist who is skilled, innovative, self-motivated and customer-focused team member. This customer service specialist must be able to build and maintain positive working relationships and provide first-class services to the people we serve.  
   
Job Type: 
This opportunity is being offered as a Term Limited Temporary (TLT) and is anticipated to end in December 2022 or sooner. This posting will be used to fill multiple TLT positions.

 
Who May Apply: This position is open to all qualified applicants who meet the qualifications. The Department of Judicial Administration values diverse perspectives and life experiences, and encourages people of all backgrounds to apply.

The positions are posted continuously until filled, first review will occur for applications received by 08/09/2021, 4:30 pm.

 

Work Location:  These positions may be based at the King County Courthouse, 516 3rd Ave, Room E609, Seattle, WA; or Maleng Regional Justice Center located at 401 4th Ave N Room 2C, Kent, WA.

 

The work associated with this position may have some availability to teleworkWhen/if working remotely employees must continue to reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
 
When/if telecommuting, employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are requiredincluding the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
   
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 that is redefining how we work as we transition to the department's hybrid environment.  

 
Work Schedule: This position works a 40-hour workweek, Monday through Friday and is overtime eligible.
   
  Required Documents: 

  • King County Application  
  • Resume  
  • Letter of Interest that explains how your education and experience makes you the best candidate for this position  
  • Answers to the supplemental questions at the end of this job announcement.  

Please note that you can attach multiple documents to your application. Your options are:
  * Copy and paste one or more documents into the text resume section of the application.
  * Attach multiple documents/files in the resume attachment section.
 
 Contact information:  Please direct questions about this position to Joy Fernandes at 206-477-0774. 

 


Job Duties

This Customer Service Position interacts with diverse members of the public, attorneys, court, law enforcement and other government agencies in a fast-paced environment. People in this position are expected to provide excellent customer service and produce a consistent and accurate final work product. This position is responsible for managing and maintaining the integrity and confidentiality of Superior Court Records while assisting customers utilizing electronic services to: obtain general information, conduct research on Superior Court cases, and navigate the necessary forms and procedures of the court.
   
  PRIMARY JOB FUNCTIONS: Main responsibilities include but are not limited to:

  • Provide professional, patient, knowledgeable assistance to customers.  
  • Assist customers with processes and forms needed to complete their court business.  
  • Research and copy court records using various methods.  
  • Perform multiple-step transactions such as receiving and/or issuing receipts, forms, cash and documents.  
  • Determine the accuracy and completeness of information received related to court filings.  
  • Work in a team setting, perform work under limited supervision and use independent judgment to assist customers and resolve issues while remaining customer focused, professional and friendly.  
  • Provide customers with technical assistance navigating our electronic services.  
  • Perform other Clerk's functions as ordered by the Court.  
  • Assist in the development, training and integration of new staff.  

Experience, Qualifications, Knowledge, Skills

Any combination Experience, Qualifications, Knowledge, and Skills: Minimum two years OR any equivalent combination of education and experience which provides the applicant with the desired skills, knowledge and ability required to perform the work. 

  • Dedication and drive toward meeting and exceeding our customers' expectations.  
  • Experience performing a variety of complex duties of moderate difficulty, in positions which involved independent judgment and knowledge of policies, procedures and responsibilities of an office.  
  • Exceptional interpersonal skills and an ability to maintain respectful working relationships.  
  • Effective communication skills.  
  • Sensitivity and patience working with people of diverse socio/economic backgrounds.  
  • Ability to maintain composure under pressure and in difficult situations.  
  • Ability to understand and apply policies, procedures, court rules, local rules and State statutes to assist customers navigating court processes.  
  • Ability to positively contribute and make decisions in a team environment, possessing the ability to compromise and resolve issues with minimal direction; and exhibiting flexibility and working professionally with all levels of the organization.  
  • Possess organization and time management skills to prioritize work and meet deadlines.  
  • Knowledgeable and comfortable with computer use to perform functions associated with ongoing work  
  • Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all DJA positions.  

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.

Applicants that are found to be minimally qualified will be further reviewed for competitive quality. Those applicants that possess the most competitive background in directly related experience, knowledge and training may be contacted for interviews.  Professional reference checks will be conducted prior to any offer of employment.
 
 

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
How did you hear about this job? Check all that apply.
  • King County Website
  • Governmentjobs.com
  • Job Board
  • King County Employee
  • Other
04
If your checked "Other" in question above, please specify source.
05
What is the most challenging situation dealing with diversity that you have faced and how did you handle it?
06
Describe your understanding of diversity, and why it is important to this position.
07
What are three qualities a person needs to deliver strong customer service?
08
Describe how you have achieved working-level customer service skills – the ability to build and maintain customer relations and satisfaction, as well as when and where you gained this competency.
09
This position requires a resume and a letter of interest. Please verify that you have attached or inserted both to your application.
  • Yes
  • No

Required Question