Customer Service Specialist II

Salary : $46,143.95 - $61,925.38 Annually

Location : Shelton, WA

Job Type : Full-time

Job Number : 2025-06

Department : Finance

Opening Date : 02 / 13 / 2025

Closing Date : 3 / 14 / 2025 11 : 59 PM Pacific

Description

This position serves as the front line ambassador of the City and is responsible for providing direct customer service to the public at the front counter, over the telephone and electronically. The Customer Service Specialist responds to customer inquiries and complaints, promptly, accurately, and in a courteous manner. This individual is responsible for intake and processing of various City inquiries and requests in support of multiple City departments. Provides backup support for the Permit and Applications Coordinator for the permit and applications processing, coordination of services relating to the Civic Center and Parks scheduling and rentals, and the Recreation Program scheduling and enrollment.

This position is within a collective bargaining unit.

The first round of interviews for this position is scheduled for the first week of March.

Essential Duties and Responsibilities

Present a positive, professional image as a City representative. Assist walk-in, telephone, electronic customers' varied requests including, but not limited to, utility payments, account inquiries, planning and building Applications, City permits, public disclosure requests, business licenses, customer complaints, etc.

Work with customers to resolve concerns, including, but not limited to, billing, shut off for non-payment, complaints, and customer payment portal questions. Create new customer accounts. Work with customers on past due account balances.

Responsibilities include cash receipting functions including, receipt of all utility payments, business licenses, taxes, rental fees, activity revenue, and departmental receipts, daily balancing and journaling of cash receipts, preparation of the daily bank deposit, etc.

Record and track customer service requests for CD / PW. Radio crews when emergency repairs are necessary.

Assist with over the counter applications / permits and in-taking SFR and commercial applications / permits when assistance is needed or the Permit and Applications Coordinator is out of the office.

Prepare and send invoices for civic center rental customers, sludge load tickets, right-of-way applications, and permits including but not limited to hydrant permits, building permits, etc.

Schedule and process Civic Center meeting room and banquet rental applications. Opening and closing the Civic Center on a daily basis and support of security related functions.

Support Parks and Recreation by processing reservation applications, scheduling, and support Recreation programs.

Provide support for Permit and Applications Coordinator when unavailable to assist customers, and distribute incoming mail to appropriate departments / personnel and prepare and post outgoing mail.

File and maintain department records, including customer accounts in compliance with State, Federal, and local record retention schedules.

Provide clerical and administrative support to various departments as needed. Responsibilities include filing, organizing, copying, scanning, typing correspondence, memos, and reports, faxing, binding, compiling reports, and preparing mailings, along with other assigned tasks and projects.

Coordinate with Supervisor and other staff for coverage during absences.

Maintain desk manual with up to date information. Implementing cross-training when processes and information are changed.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Qualifications / Requirements

EDUCATION AND EXPERIENCE :

High School graduate; have at least two (2) years of demonstrated cashiering and clerical experience involving public contact; or an equivalent combination of experience, education, and training that would provide the level of knowledge and ability required for the position.

COMMUNICATIONS SKILLS :

Must have strong skills in communicating and services. Requires diplomacy skills in defusing situations. Ability to prepare clear and comprehensive written reports and computer presentations. Ability to speak effectively and persuasively in a variety of situations. Ability to accurately interpret communication from others. Ability to effectively work with others and communicate concepts and ideas. Ability to establish and maintain cooperative relations with City officials and employees, the general public, and representatives of other agencies toward the accomplishment of assigned projects.

MATHEMATICAL SKILLS :

Ability to perform complex mathematical calculations with error free accuracy. Ability to develop and use spreadsheets and a variety of financial and other mathematical functions.

REASONING ABILITY :

Ability to work within established guidelines with little direct supervision. Ability to deal with general public in all types of situations arising during daily work activities.

CERTIFICATES, LICENSES, REGISTRATIONS :

Have, or have the ability to obtain, a valid Washington State Motor Vehicle Operator's License and WA State notary certification.

OTHER SKILLS and ABILITIES :

Possess a high degree of enthusiasm and attention to detail. Possess analytical skills and basic problem-solving abilities. Strong telephone skills are required. Ability to operate personal computers including expertise with a variety of office applications such as Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), postage meter, copy machine, FAX machine, etc.

Work Environment

The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job.

Work is typically performed in a high traffic reception area with possible noise and distractions.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. The City of Shelton offers an excellent benefits package.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits :

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type, bargaining unit, or be prorated for other than full-time work (e.g. part-time).

Note : If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are several medical plans with no or very affordable monthly premiums that offer coverage throughout the state.

Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts. An Employee Assistance Program is available to promote the health and well-being of employees.

Retirement and Deferred Compensation

City of Shelton Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs.

Employees also have the ability to participate in a deferred compensation program with a 6.2% match. This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

City of Shelton employees are only covered by the Medicare portion of Social Security.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to 11 paid holidays and 2 paid personal floating holidays per calendar year.

Note : Employees who are members of certain Unions may be entitled to additional personal leave days.

Sick Leave

Full-time employees earn 8 hours of sick leave per month. Sick leave accruals for part-time employees will be pro-rated based on the number of hours in pay status.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in City Policy 200-1501 per this schedule :

Years of ServiceVacation Hours Accrued Per Month

0 thru 510 Hours

Beginning 6 thru 1014 Hours

Beginning 11 thru 1518 Hours

Beginning 16 22 Hours

Part-time employees accrue pro-rated vacation leave hours based on their scheduled hours worked.

Military Leave

The City of Shelton supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Employees experiencing the loss of an immediate family member shall be granted up to (5) consecutive days of bereavement leave. For specific details and eligibility, please refer to the City of Shelton Bereavement Leave Policy or your Collective Bargaining Agreement.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Salary : $46,144 - $61,925