Customer Service Representative

CAREER DESCRIPTION CUSTOMER SERVICE REPRESENTATIVE SALARY INFORMATION In addition to performance-based merit increases, this position is scheduled to receive salary range increases on the following dates: Effective June 27, 2025 4.00% increase Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization. THIS RECRUITMENT IS OPEN TO THE PUBLIC This recruitment will establish an open eligible list. The eligible list established through this recruitment will be used to fill current/future vacancies in Clerk-Recorder and/or any other agencies within the County of Orange. This recruitment may also be used to fill positions in similar and/or lower classifications throughout the County of Orange. DEADLINE TO APPLY This recruitment will close on Sunday, October 06, 2024 at 11:59PM (PST). Qualified applicants are encouraged to apply immediately. ABOUT THE COUNTY OF ORANGE: Whether its manicured beach towns or celebrated theme parks, all framed by oceanfront towns and luxury yachts, Orange County is commonly known as The OC and stands out as one of the states most iconic destinations. With a population of over three million residents, Orange County is the sixth largest county in the United States. Residents enjoy over 42 miles of pristine beaches, three major harbors, vast wilderness parks, beautiful nature preserves, and approximately 402 miles of riding and hiking trails. The OC is a destination region rich with top-notch universities and colleges, some of the highest quality public and private schools in the nation, many corporate headquarters and technology firms, and four international airports within an hours drive. Many world-class meeting and entertainment venues, convention centers, and some of the states most popular attractions such as Disneyland and California Adventure Resorts, Knotts Berry Farm, and major sports franchises including the Anaheim Angels Baseball, Anaheim Ducks Hockey, the U.S. Mens National Volleyball Team, and the 2012 Olympic Games Silver Medal winning U.S. Womens National Volleyball Team call the OC home. Orange County embraces vibrant, historic, and diverse neighborhoods, and welcomes millions of visitors per year, truly making it where the world comes to live, work, and play. Click here to learn more about the County of Orange. CLERK-RECORDER The Clerk-Recorder is responsible for issuing, handling, and safeguarding a variety of public records, including property records, marriage licenses, and birth and death certificates. The Clerk-Recorder utilizes an Electronic Recording Delivery System (ERDS), which allows for the County of Orange and other Partner Counties in the State of California to electronically record property documents. The Clerk-Recorder is in charge of overseeing the Orange County Archives, which is the main repository for historical property documents and vital records. Click here to learn about the Clerk-Recorder Department. THE OPPORTUNITY The Customer Service Representative (CSR) is the first line of contact for Clerk-Recorder customers. This position provides customer service in an office setting, which includes, but is not limited to, the following: greeting and assisting customers in person, email or over the telephone, answering to inquiries about various public records, reviewing and accepting applications, issuing licenses and certificates, collecting fees and cashiering purchase transactions, establishing a rapport, projecting a professional tone, addressing complaints, recording notes electronically for each call, responding to email inquiries, assisting clients with program applications, and completing other work assigned. MINIMUM QUALIFICATIONS AND CORE COMPETENCIES The ideal candidate will demonstrate knowledge and experience in the following core competencies: TECHNICAL SKILLS Modern office practices and procedures, including filing methods and systems and operation of office equipment. Handling confidential and sensitive information Performing difficult office work requiring independent judgment, accuracy, and speed. Understanding, interpreting, and applying complex procedures, rules and regulations, and directions in order to process or to verify the accuracy of information or documents. Demonstrating intermediate to expert proficiency with Microsoft Office (Excel, Word, Access, PowerPoint) Exercising discretion when conducting analysis of issues and data to support program policy and decision making. EFFECTIVE COMMUNICATION Presenting ideas and complex material clearly, concisely, logically, and persuasively both verbally and in writing Speaking and writing effectively using correct grammar to convey complex information clearly and articulately. Working effectively and interacting with department staff, other agencies, vendors, and the public in a professional manner at all times. Listening actively to customers to gain a full understanding of issues. Establishing and maintaining cooperative working relationships with peers, supervisors, managers, customers, and the public Providing work-in-progress status updates proactively and informs others when work is completed. CUSTOMER SERVICE Listening skills to identify customers needs. Handling customer questions and complaints Interacting in a considerate and sensitive manner demonstrating kindness, patience, and empathy Seeking to provide the highest quality service to all customers. ORGANIZATION AND PLANNING Performing work timely and accurately in a high volume and fast paced environment Possessing strong organizational and planning skills that allow them to be highly productive and efficient to meet deadlines. Working independently and effectively to prioritize multiple, competing tasks. PROBLEM SOLVING Adapting to change and different processes quickly and positively. Seeking ways to contribute to the department's goals and missions. Achieving results by taking initiative and identifies solutions to problems that are identified. Using analytical abilities to problem solve and creatively seek alternative solutions. Some assignment may require travel among County facilities. Formulating and presenting recommendations following analysis MINIMUM QUALIFICATIONS Click here for complete classification description for Customer Service Representative. NOTE: Foreign degrees require an evaluation of U.S. equivalency by an agency that is a member of the National Association of Credential Services (N.A.C.E.S.). SPECIAL REQUIREMENTS Possession of a valid California drivers' license, Class C or higher and a clean driving record while employed in this classification may be required by the date of appointment as position may involve traveling to several satellite offices located in north and south Orange County. A driving records check consisting of a Department of Motor Vehicles (DMV) check may be conducted to verify the clean driving record. RECRUITMENT PROCESS Human Resource Services (HRS) will screen all application materials to identify qualified applicants. After screening, qualified applicants will be referred to the next step and notified of all further procedures applicable to their status in the competition. Application Screening (Refer/Non-Refer) Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those candidates that meet the qualifications as listed in the job bulletin will be referred to the next step. Online Assessments (Weighted 100%) Candidates whose applications reflect the most job-related experience and training will be invited to online assessments. Only the most qualified candidates will be referred to the next step. Veterans Employment Preference Policy (VEPP) The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here (Download PDF reader)(Download PDF reader)to review the policy. Based on the Department's needs, the selection procedures listed above may be modified. Candidates will be notified of any changes in the selection procedures Eligible List Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies. ADDITIONAL INFORMATION Please see below for important information regarding COVID 19 related requirements Effective April 3, 2023, it is strongly recommended that County employees working in health care settings and correctional facilities follow vaccination and booster guidelines provided by the California Department of Public Health (CDPH) and the Centers for Disease Control and Prevention (CDC). Please click here to see the latest guidance for more details. EMAIL NOTIFICATION: Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account. NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply. Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com. FREQUENTLY ASKED QUESTIONS: Click here for additional Frequently Asked Questions. For specific information pertaining to this recruitment, please contact Sam Apraku at 714-834-3116 or at Samuel.Aprakuac.ocgov.com EEO INFORMATION Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.