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Job Description
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 it’s 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 state’s 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 hour’s drive. Many world-class meeting and entertainment venues, convention centers, and some of the state’s most popular attractions such as Disneyland and California Adventure Resorts, Knott’s Berry Farm, and major sports franchises including the Anaheim Angels Baseball, Anaheim Ducks Hockey, the U.S. Men’s National Volleyball Team, and the 2012 Olympic Games Silver Medal winning U.S. Women’s 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.
- 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.
- Listening skills to identify customer’s 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.
- 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.
- 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
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.Apraku@ac.ocgov.com
EEO INFORMATION
Orange County, as an equal employment opportunity employer,
encourages applicants from diverse backgrounds to apply.
Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).
Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information
Click here for information about benefits offered to County of Orange employees.
Closing Date/Time: 10/6/2024 11:59 PM Pacific -
ABOUT THE COMPANY
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County of Orange
Show moreDiscover a Fulfilling Career at the County of Orange
With a population of over 3 million residents and 34 cities, Orange County is a thriving community known for its beautiful beaches, diverse culture, and strong economy. As the third-largest employer in the county, the County of Orange offers over 18,000 employees the opportunity to make a difference in their community and build a fulfilling career in public service.
As a County of Orange employee, you will have the chance to work in a variety of departments, each providing vital services to our community. From law enforcement and healthcare to public works and environmental protection, there is a wide range of career paths to explore. And with opportunities for advancement and professional growth, you can build a long and rewarding career with us.
As a top employer in the region, the County of Orange is committed to providing our employees with excellent benefits, including a competitive salary, flexible work schedules, and outstanding healthcare coverage. We also offer opportunities for career development and training, ensuring that our employees have the skills and knowledge they need to succeed.
Whether you're just starting your career or looking for a new challenge, the County of Orange is a great place to work. With a supportive and collaborative work environment, a commitment to excellence, and opportunities for growth and advancement, we invite you to join our team and make a difference in your community.
Community Impact:
Working for the County of Orange means you will have the opportunity to make a meaningful impact in your community. Whether you're providing critical services to residents, protecting the environment, or maintaining public safety, your work will make a difference in the lives of those around you.
Employee Wellness:
At the County of Orange, we prioritize our employees' well-being. We offer telecommuting options, generous health benefits, and wellness programs to promote work-life balance. We believe that by taking care of our employee’s health and well-being, we can help them excel in their careers while still enjoying their personal lives and taking care of their families.
Innovation:
The County of Orange is committed to embracing new technologies and innovative approaches to service delivery. We encourage our employees to think creatively and find ways to improve our processes and systems. If you're someone who loves to problem-solve and think outside the box, you'll find a supportive and dynamic environment here.
Collaboration:
Collaboration is key to our success at the County of Orange. We value teamwork, communication, and mutual support, and we work together across departments and functions to achieve our goals. If you're someone who enjoys collaborating with others and building strong relationships, you'll find a welcoming and inclusive community here.
Equality:
At the County of Orange, we are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. Our Equity Policy reflects this commitment and guides our efforts to promote equity, diversity, and inclusion in everything we do.
Career Advancement:
The County of Orange is dedicated to helping our employees grow and advance in their careers. We offer a variety of training and development opportunities to help our employees reach their full potential. If you're looking for a place to build a long and fulfilling career, the County of Orange is an excellent choice.
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