CUSTOMER SERVICE ASSISTANT

Under general supervision, provides assistance to the public in-person or in a call center setting, accurately processing motor vehicles and property tax transactions in accordance with the Code of Iowa. Collects payment from the general public.

Illustrative Examples of Work

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• Provides comprehensive assistance to the general public, in-person and via the telephone; researches vehicle and tax resources, accurately answers inquiries, completes and processes all required vehicle and property tax transactions; ensures accuracy, completeness, and legitimacy of documents submitted.
  
• Provides excellent customer service to the public in a timely manner by assisting customers at the counter and via the telephone.
  
• Collects and records payment for property taxes, mobile home taxes, special assessments, tax sale redemptions, and other real estate taxes and fees.
  
• Computes and collects fees for issuing license plates, titles, new and duplicate registrations, and fees for various other purposes; efficiently processes credits and refunds for vehicles transferred or sold; notates and releases security interests.
  
• Processes and files all necessary documents for transferring or issuing regular, duplicate, in-transit and salvage vehicle titles, renewing vehicle registrations, processing trailer transfers, special license plates, and junking certificates; monitors title requirements and verifies and processes affidavits of redemption
  
• Accepts and processes customer payments with a credit card, money order, travelers check, check or cash; traces source of insufficient fund checks, secures payment, reconciles daily receipts and disbursements, and balances cash drawer daily.
  
• Assists customers while utilizing multiple vehicle and tax systems to process transactions.
  
• Researches and retrieves forms, supplies and inventory; separates duplicate forms; processes annual tax statements; prepares delinquent tax lists; returns mail due to incomplete documentation.
  
• Performs other related duties as assigned.
  

Required Knowledge, Skills and Abilities

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• Considerable knowledge of best practices for delivering high-quality customer service both in-person and over the phone.
  
• Knowledge of the laws, rules and regulations relating to the collection and disbursement of County funds.
  
• Knowledge of and ability to maintain departmental policies, practices and standards.
  
• Basic knowledge of legal descriptions and terms used in property descriptions.
  
• Knowledge of methods and procedures in handling and accounting for money.
  
• Knowledge of and ability to perform computations quickly and accurately.
  
• Ability to operate a computer and other office equipment.
  
• Proficient data entry skills.
  
• Ability to learn and apply knowledge in taxation, and vehicle registration and title processing.
  
• Ability to balance daily receipts and disbursements.
  
• Ability to process, manage and maintain confidential information.
  
• Ability to communicate effectively both verbally and in writing.
  
• Ability to consistently function courteously and effectively in stressful situations.
  
• Ability to establish and maintain satisfactory working relationships with leadership, team members, other County employees, and the general public using patience and tact and fostering a collaborative and professional work environment.
  
• Ability to consistently demonstrate professionalism, courtesy, and tact in telephone interactions.
  
• Ability to de-escalate situations, handle complaints, and display active listening skills.
  
• Ability to be attentive to details, work under pressure, and meet deadlines.
  
• Ability to accurately perform alphanumeric data entry and to access and retrieve information in all vehicle and tax systems.
  
• Ability to make moderately complex decisions, in accordance with laws, rules, regulations, and departmental policies and procedures.
  
• Ability to achieve established departmental goals and objectives.
  
• Ability to follow verbal and written instructions.
  
• Ability to move material/boxes weighing up to 25 pounds from floor level to counter height.
  

Training and Experience

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• Graduation from high school or equivalent education, and
  
• Three years of experience in financial customer service assistance, or
  
• Associate�s Degree in business administration, or related, and
  
• One year of experience in financial customer service assistance, or
  
• Any equivalent combination of training and experience that will have provided the required knowledge, skills, and abilities.
  
• Bi-lingual skills are preferred.
  

Special Requirements:

• A drug screen is required prior to final offer of employment.
  
• A criminal background check is required.
  

Polk County is committed to providing a diverse work environment that is representative, at all levels, of the citizens we serve. Equal opportunities are available to all applicants and current employees regardless of race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, genetic information, military or veteran status, citizenship status, mental or physical disability, or any other applicable characteristics protected by law. Polk County believes that diversity, equity, and inclusion is critical to our success in serving and empowering our community and to our continued commitment to be one of the nation's most innovative public institutions.