Customer Service Associate

As an employee of Sarpy County, you receive regular pay for the services you provide at a rate of $21.53 per hour. In addition to your hourly wage, Sarpy County provides benefits, such as insurance and retirement, which are valued at up to $28,419.61 per year. 
 
GENERAL PURPOSE
Under the general supervision of the County Treasurer or designee, performs a variety of semi-skilled and skilled technical administrative work related to vehicle titling and registration, helping insure divisional objectives are met. Work duties require moderate responsibility and independent judgment. In addition, the incumbent is responsible for performing all essential functions, and possessing the requisite knowledge, skills, abilities and minimum requirements of Customer Service Associate.

SELECTION GUIDELINES
Formal application, rating of education and experience, interview, reference checks, successful completion of a national criminal background check, successful completion of a pre-employment drug screen, and other job-related tests or checks as may be required.

DISCLAIMER
The job description is current as of the date signed.  Any omission of specific statements does not exclude them from the position if they are similar, related, or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
 

ESSENTIAL FUNCTIONS 
Greet and assist customers in completing transactions to obtain registrations and motor vehicle titles.
Establish and maintain effective working relationships with clients, supervisors, County employees, coworkers, Elected Officials, attorneys, law enforcement, vendors, other agencies, and the general public.
Promote a positive image of the Treasurer's Office by serving as an information resource. Ensure constituent satisfaction throughout the work process.
Accept and review documents presented for accuracy and completeness, informing customer if additional information or documents are required.
Refer customer to appropriate entity to provide documentation.
Process various types of title requests (e.g., salvage, auction, and other related items) in an accurate and timely manner.
Collect payment for vehicle registrations, taxes and titles and motor vehicle in adherence with departmental standard procedures.
Accurately balance and reconcile individual cash drawer at the end of the day; find and report errors as necessary.
Notate, collect for, and release liens on motor vehicle titles after ensuring paperwork has been accurately submitted, including updates to state titling records.
Follow appropriate recordkeeping procedures including updating state systems to complete an accurate record of transactions processed.
Research, analyze, review, verify, and process information from a variety of databases and sources, including but not limited to CARFAX and other governmental agencies for decision­ making purposes.
Provide assistance and mentor other staff employees on proper procedures and methodologies as assigned.
Fulfill the role of a Peer Mentor during employee training as assigned.
Maintain a current knowledge of applicable regulations, laws and departmental processes and procedures.
Comply with all state and federal laws pertaining to the confidentiality of information contained in the motor vehicle system.
Report to assigned worksite with regular, predictable, and consistent attendance.
Peripheral DutiesRespond to questions from constituents and refer to appropriate department as needed. Perform or assist subordinates in performing duties when needed/directed.
Process requests for motor vehicle titles received by mail; review submitted documents for accuracy and completeness.
Process incoming mail and dealer title deliveries as needed/assigned. Serve as a member of various committees as assigned.
Perform other duties as directed and assigned.

MINIMUM REQUIRED QUALIFICATIONS 
Education and Experience
High school diploma or GED required; additional post-secondary education in business or public administration preferred.
Three (3) years of bona fide work experience in a face-to-face customer service position with the public required, which includes experience performing duties issuing vehicle registrations and titles.
Successful completion of training as a Sarpy County Customer Service Associate Trainee required.
Work experience in training or mentoring employees desirable. Experience handling money with the public required.
Must be able to data enter 80 net keystrokes per minute (kpm).
Special Requirements
Must participate in and successfully complete cross-training in different Treasurer Office divisions/sections as assigned.
Necessary Knowledge, Skills and Abilities
Working knowledge of modern office practices and procedures
Working knowledge of computers and software programs including, but not limited to, Microsoft Office suite (e.g. Excel, Word)
Knowledge of applicable county policies, laws, and regulations affecting department activities Knowledge of electronic records management and electronic data processing
Knowledge of and ability to process Registrations and Titles in an accurate and timely manner
Some knowledge of clerical principles and practices
Skill in providing exemplary customer service communications with individuals having diverse backgrounds
Skill in interpersonal communications Skill in detail-oriented functions
Ability to quickly make accurate decisions and computations; Ability to perform cashier duties accurately
Ability to understand and comply with office policies and procedures
Ability to learn and utilize spreadsheets, including but not limited to performing data entry, reconciliation, and balancing of recorded information
Ability to conduct on-the-job mentoring and provide informational support to employees Ability to manage and maintain confidential and sensitive information
Ability to navigate stressful situations while maintaining composure Ability to analyze specific data elements and draw logical conclusions Ability to work under pressure and/or frequent interruptions
Ability to understand and follow exacting verbal and written instructions Ability to perform tasks with attention to detail and a high degree of accuracy Ability to prioritize work and carry out assigned projects to completion
Ability to communicate effectively, in English, both verbally and in writing
Ability to operate equipment including, but not limited to, cash register, state computer terminal, multiline phone, computer, 10-key, databases, printer, scanner, copier, and fax

PHYSICAL DEMANDS AND WORK ENVIRONMENT 
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential tasks.
While performing the duties of this job, the employee is frequently required to sit/remain stationary, talk, and hear (i.e. communicate I exchange information), and operate/manipulate equipment (e.g. use hands to finger, handle, or feel objects, tools, or controls). The employee is occasionally required to walk/move about, stand (i.e. remain upright), stoop, bend, climb, kneel (i.e. position self), and reach.
The employee must occasionally lift and/or move up to 40 pounds.
Required sensory abilities include vision and hearing. Visual abilities, correctable to normal ranges, include close and color vision as well as the ability to adjust focus. Communication abilities include the ability to talk (i.e. verbal exchange / exchange information) and hear (i.e. exchange information accurately) within normal ranges. Incumbent must be able to exert sustained concentration for several hours at a time.
Work is generally performed indoors in an office setting. Work may be fast-paced when dealing with multiple clients, priorities, and time constraints. The noise level is typically moderate. Due to business needs, hours of work may include early mornings, evenings, weekends, call-ins, and holidays.