Customer Service Representative - Casual

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CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

Job Title: Customer Service Representative - Casual

Dept./Division: PHSS Job Class Code: 1337

Pay Grade: Casual PCN: 1337002

FLSA: Non-Exempt Effective Date: October 2007

Representation Status: Non-Represented Revision Date: January 2026

Reports To: Public Health and Social Services

NATURE OF WORK Under close supervision, provides customer service on behalf of Lewis County Public Health & Social Services; performs a variety of clerical functions in support of departmental operations.

ESSENTIAL FUNCTIONS: The following duties are the fundamental, crucial job duties performed by this position. This is not a comprehensive list of all tasks that may be assigned. Incumbent may be required to perform other duties as assigned and appropriate for the position.

• Assists customers at the public counter, by telephone, and by email; responds to public

inquiries regarding departmental programs, services, policies, processes, and procedures. • Responds to customers, via phone and email and in person. Issues certificates and permits, and

makes referrals to community services. • Collects and receives fees, balances cash till daily, prepares daily deposit, and handles cash

per county cash handling policy and procedures. • Maintains a variety of program databases necessary for a variety of uses such as report

development, billings, and tracking. • Maintains functional awareness of updates in program areas and assures co-workers are cross

trained. This may include knowing pertinent RCWs and WACs e.g. responsibilities of Deputy County Registrar for births and deaths as well as development of desk manuals.

• Maintains customer, client, and various program records that may include following Washington Secretary of State guidelines for archiving government records.

• Provides support to various programs that could include typing of monthly calendars, press releases, and other information for media, preparation of vouchers etc.

• Participates in trainings, client meetings, in-house meetings, and community meetings as assigned.

• Occasional local travel to support departmental operations, including procurement of supplies and completion of routine errands.

• Maintains stock of necessary supplies and order forms, pamphlets etc. as necessary. • Maintains absolute confidentiality of work-related issues and County information; complies with

the confidentiality standards of the Privacy Act of 1974, {U.S.C. § 552A} as amended, and HIPAA policies and procedures.

Job Title: Customer Service Representative Job Class Code: 1337

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• Assists individuals in preparing program applications; determines applicant eligibility; calculates levels of exemption.

• Prepares and maintains departmental forms, records, files, and other documentation.

WORKING ENVIRONMENT / PHYSICAL DEMANDS: Work is performed in a standard office environment and at the public counter; subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 35 pounds.

QUALIFICATIONS: REQUIRED: High school diploma or GED equivalent; AND two (2) years of customer service and/or general office experience. Valid Washington State Driver License.

COMPETENCIES (Knowledge, Skills, Abilities, and Behaviors): Knowledge of: • Customer service principles, protocols, and standards. • General office practice and equipment. • Standard computer software applications. • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with the ability to create,

edit, and format documents and spreadsheets • Cash handling principles and practices. • Departmental operations relative to area of assignment.

Skills in: • Coordinating and performing a variety of customer service functions. • Responding to public inquiries and providing information regarding departmental services,

programs, policies, and procedures. • Working with and providing services to a very diverse community. • Maintaining accurate records. • Processing permits, transfers, refunds, and/or other departmental transactions. • Preparing and maintaining departmental records, files, and documentation. • Establishing and maintaining effective working relationships with internal and external

colleagues, partners, clients, and the public, and on occasion managing a situation involving difficult or disruptive customers.

• Communicating effectively verbally and in writing. • Maintaining confidentiality.

Ability to: • Learn and follow County policies and procedures.

Behaviors: • Regular, reliable attendance.

Job Title: Customer Service Representative Job Class Code: 1337

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As the incumbent in this position, I have received a copy of this position description.

Employee's Name

Employee's Signature Date

After ninety (90) calendar days of employment, casual employees receive one (1) hour of sick time for every forty (40) hours worked.

This recruitment is open until February 8, 2026, @11:59 pm. This temporary position is with the Lewis County Public Health and Social Services Department. The anticipated length of employment is six (6) minths.

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• Lewis County, WA

• 360-740-2737

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