Service Representative/ Senior Service Representative
Washington County (MN), Forest Lake, MN, United States
The Service Representative provides customer service to residents, taxpayers and customers of Washington County by acting as an agent for the State of Minnesota, 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.
DESIRABLE EXPERIENCE
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
SELECTION TECHNIQUE:
Your training and experience will be rated based on the required application material submitted and the top scoring candidates will be forwarded to the hiring department for further consideration.
HOURS / DAYS:
Schedule consisting of 20 hours per week with varied shift times between the following business hours: Monday, Wednesday, Thursday, and Friday 8:00 AM to 5:15 PM; Tuesday, 9:00 AM to 6:15 PM. Work schedules may vary based on department business needs.
ANTICIPATED HIRING RATE:
Service Representative – $20.85 – $22.35 hourly (Position may be filled at Senior Service Representative level depending on qualifications and experience of the applicant.)
E‑VERIFY PARTICIPATION:
Washington County participates in the federal E‑Verify program. This means that Washington County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I‑9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Washington County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E‑Verify to pre‑screen job applicants and may not limit or influence the choice of documents you present for use on the Form I‑9.
The Service Representative assists the public in obtaining licenses, vehicle titles, and legal documents such as passports or marriage licenses.
MINIMUM QUALIFICATIONS The Service Representative requires a 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.
Due to the job requirement, this position requires evidence of U.S. citizenship upon employment.
PREFERRED QUALIFICATIONS Prior work experience involving customer service is preferred.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE Core Competencies:
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 passports, marriage licenses and homestead status;
Work requires the ability to convey detailed or important spoken instructions to individuals.
Please note that Service Representatives may perform some or all of the following tasks depending on their location and areas of expertise.
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 in 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.
WORK ENVIRONMENT Work is performed, primarily standing, within license centers and public service desks and includes frequent position changes in response to customer needs. Lifting requirement of 15–20 pounds on an occasional basis. Wrist and finger manipulation due to filing, compiling, calculating or computer work. Equipment used may include but is not limited to computer, typewriter, calculator, telephone, copy and fax machine, cash register and equipment unique to the Property Records & Taxpayer Services department. Work interruptions are frequent. There is some pressure associated with dealing with individuals who may be emotionally charged. Must have own means of transportation for business purposes. Individuals operating a motor vehicle for county business must possess a valid driver's license. Additional physical/mental requirements that may occur, may not be listed above, but are inherent performing the position's essential functions.
This job description is intended to describe the kinds of tasks and the level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required by personnel so classified. The County retains the discretion to add or change the contents of this job description at any time.
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DESIRABLE EXPERIENCE
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
SELECTION TECHNIQUE:
Your training and experience will be rated based on the required application material submitted and the top scoring candidates will be forwarded to the hiring department for further consideration.
HOURS / DAYS:
Schedule consisting of 20 hours per week with varied shift times between the following business hours: Monday, Wednesday, Thursday, and Friday 8:00 AM to 5:15 PM; Tuesday, 9:00 AM to 6:15 PM. Work schedules may vary based on department business needs.
ANTICIPATED HIRING RATE:
Service Representative – $20.85 – $22.35 hourly (Position may be filled at Senior Service Representative level depending on qualifications and experience of the applicant.)
E‑VERIFY PARTICIPATION:
Washington County participates in the federal E‑Verify program. This means that Washington County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I‑9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Washington County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E‑Verify to pre‑screen job applicants and may not limit or influence the choice of documents you present for use on the Form I‑9.
The Service Representative assists the public in obtaining licenses, vehicle titles, and legal documents such as passports or marriage licenses.
MINIMUM QUALIFICATIONS The Service Representative requires a 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.
Due to the job requirement, this position requires evidence of U.S. citizenship upon employment.
PREFERRED QUALIFICATIONS Prior work experience involving customer service is preferred.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE Core Competencies:
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 passports, marriage licenses and homestead status;
Work requires the ability to convey detailed or important spoken instructions to individuals.
Please note that Service Representatives may perform some or all of the following tasks depending on their location and areas of expertise.
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 in 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.
WORK ENVIRONMENT Work is performed, primarily standing, within license centers and public service desks and includes frequent position changes in response to customer needs. Lifting requirement of 15–20 pounds on an occasional basis. Wrist and finger manipulation due to filing, compiling, calculating or computer work. Equipment used may include but is not limited to computer, typewriter, calculator, telephone, copy and fax machine, cash register and equipment unique to the Property Records & Taxpayer Services department. Work interruptions are frequent. There is some pressure associated with dealing with individuals who may be emotionally charged. Must have own means of transportation for business purposes. Individuals operating a motor vehicle for county business must possess a valid driver's license. Additional physical/mental requirements that may occur, may not be listed above, but are inherent performing the position's essential functions.
This job description is intended to describe the kinds of tasks and the level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required by personnel so classified. The County retains the discretion to add or change the contents of this job description at any time.
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