Job Summary

The Clark County Public Works Office of the Director is seeking an Office Assistant III (Customer Service Representative) to support the department’s customer service program. This position is fully onsite with no remote or hybrid work options and follows a 9/80 work schedule: nine hours per day Monday through Thursday and eight hours every other Friday, with alternating Fridays off.

Public Works employees are committed to delivering high-quality service and making a meaningful impact in the community. The Customer Service Team serves as the primary point of contact between the public and the Public Works Department. This team plays a critical role in supporting daily operations and emergency response efforts by working closely with road and park maintenance crews, 911 dispatchers, law enforcement, other government agencies, and the public. Responsibilities include managing the department’s main phone line, responding to public inquiries via email, and dispatching maintenance crews during urgent and emergency situations requiring immediate attention. This function is essential to the department’s overall emergency response capability.

This position is represented by Local 307CO – Washington State Council of County and City Employees

Qualifications

Education and Experience:

Three to five years of progressively responsible administrative support and customer service experience is required, including proficiency across the full range of office functions such as multi‑line telephone operations and reception, accounts payable, Microsoft Office Suite to include Word, Excel, and Outlook, computer applications, mail processing, supply ordering, and related tasks. Incumbents must be able to type a minimum of 55 words per minute upon entry into the position.

This position requires the ability to independently address complex customer service needs. Because supervisory assistance may not always be immediately available, the incumbent must be able to perform daily tasks with a high level of initiative, sound judgment, and autonomy. Employees in this classification are expected to identify and resolve issues independently, referring only the most unusual or complex matters to a manager.

Other combinations of education or experience, which would demonstrate the ability to perform the work, will be considered.

Knowledge of:
General office practices and procedures, including the specialized functions, policies, and processes of the assigned work unit. Accounts payable. Strong command of spelling, grammar, punctuation, business English, and standard formatting and clerical practices. Filing and records management methods; applicable laws, county codes, ordinances, and departmental policies; and computer applications such as Microsoft Office suite to include Word, Excel, and Outlook, and computerized maintenance management systems.

Ability to:
Establish and maintain cooperative, effective working relationships; provide courteous and professional service to the public and coworkers, even in stressful or difficult situations; accurately create work requests based on gathered information; learn and apply complex departmental processes, services, and functions; and proficiently operate standard office equipment and software. Independently exercise sound judgment and make timely decisions aligned with established policies and procedures. Maintain harmonious customer interactions, including de‑escalating challenging calls or situations. Follow oral and written instructions; guide and assist other employees; evaluate and improve service delivery through enhancements to procedures, systems, and recordkeeping; and communicate clearly and effectively, both verbally and in writing.

Work Environment:
Work is performed in a standard office setting at a reception desk with comfortable and typical environmental conditions. The position often involves a high level of activity, competing priorities, and frequent interaction with dissatisfied or upset customers. May be required to work during inclement weather or emergency events. Because this role is responsible for answering the department’s main phone line, the incumbent must remain in the work area during designated coverage periods.

SELECTION PROCESS

If you wish to upload a resume or other documents: Resumes and documents must be attached together in the ‘Resume Upload’ section of the application. Multiple files are allowed, but all applicant attachments must be uploaded simultaneously, as there is no way to edit or append uploaded materials after submitting the application.

Application Review (Pass/Fail) – An online application is required. Attaching a resume does not substitute for a completed application; incomplete applications will not pass the application review. Candidates deemed most qualified will be invited to participate in the remainder of the selection process.

Practical Exam (Pass/Fail) – This recruitment may require a practical exam which will be job related and may include, but not be limited to, the qualifications outlined in the job announcement. Candidates deemed most qualified will be invited to participate in the remainder of the selection process.

Oral Interview – The interview will be job related and may include, but not be limited to, the qualifications outlined in the job announcement. Top candidate(s) will continue in the process.

Employment References will be conducted for the final candidates and may include verification of education.

It is the general policy of the County that new employees should be hired at the lower steps of the applicable range and advance through the range at the normal progression.

First review of candidates will be June 29th. This recruitment may close at any time on or after the review date with no additional notice.

Examples of Duties

Duties may include but are not limited to the following:

This position serves as a critical liaison between the public and the Public Works Department and plays an essential role in supporting the department’s emergency response operations. The role provides high-level customer service to both internal and external stakeholders.

Primary Responsibilities
Duties include, but are not limited to:

• Operate a multi-line phone system to respond to inquiries and service requests from the public, internal staff, external agencies, and emergency services personnel (e.g., 911 operators and law enforcement).
• Provide accurate information, address questions, explain procedures in accordance with departmental guidelines, or route inquiries to the appropriate resource.
• Respond to email inquiries in a timely and professional manner.
• Monitor road maintenance radio communications.
• Dispatch road and park maintenance crews in urgent or emergency situations.
• Create and assign work requests using the department’s computerized maintenance management system.
• Order, maintain, and distribute office and operational supplies; conduct price comparisons as needed.
• Coordinate conference room scheduling.
• Receive, open, and distribute incoming mail.
• Enter requisitions for purchase orders in financial system.
• Process purchase card transactions and reconcile invoices.
• Process and track vendor invoices.
• Perform other duties as assigned.

Advanced Administrative Support

• Maintain and manage databases used to track departmental and program information; generate reports as needed.
• Organize and maintain maintenance management records; retrieve information upon request.
• Research, interpret, and prepare a variety of documents requiring knowledge of program requirements and terminology; draft correspondence to communicate findings to customers.
• Conduct research on past maintenance requests in support of tort claims and public disclosure requests.
• Collaborate with internal departments, external agencies, and other contacts to research or coordinate work assignments.
• Compose and prepare complex documents, including letters, memoranda, and reports based on general direction or draft materials.
• Utilize spreadsheets to track, analyze, and report quantitative data.
• Assist with specialized or periodic data searches to locate or reconstruct information from standard and non-standard sources.
• Interact with the public, clients, and staff to interpret program procedures and support operations.
• Perform related duties as required.

Salary Grade

Local 307.6

Salary Range

$25.85 - $33.61- per hour

Close Date

Open Until Filled

Recruiter

Rori Jones

Email:

Rori.Jones@clark.wa.gov

Equal Opportunity Employer

Clark County is an equal opportunity employer committed to providing equal opportunity in employment, access, and delivery of all county services. Clark County’s Equal Employment Opportunity Plan is available at http://www.clark.wa.gov/human-resources/documents.

Employee Benefits and additional compensation

Clark County provides regular full-time and part-time employees with a comprehensive benefits package which includes medical, vision and dental insurance, paid leave, flexible spending accounts, life insurance and long-term disability, retirement, and deferred compensation. Some types of employees in some positions and bargaining units might have different benefits and additional compensation.More specific benefit information for the different bargaining units can be found at https://clark.wa.gov/human-resources/employee-benefits. Also please refer to the specific bargaining unit contract for additional compensation at https://clark.wa.gov/human-resources/documents.

Retirement Information

All Clark County employees must participate in a WASHINGTON STATE RETIREMENT SYSTEM PLAN (PERS, PSERS or LEOFF).Employee contributions begin the first day of work.Current contribution rates vary by plan but could range from 5% to 15% of gross pay, depending on the plan choice.

For additional information, check out the Department of Retirement Systems' web site here: http://www.drs.wa.gov/

If you are in need of ADA/Section 504 assistance for accommodations, please contact Human Resources at (564) 397-2456; Relay (800) 833-6388.