Customer Relations Lead Technician

Full job description Current employees: Please apply through the employee portal to be considered for this opportunity.
Pay Range:
$26.76 - $32.77 Hourly Department:
Department of County Management (DCM) Job Type:
Regular Represented Exemption Status:
United States of America (Non-Exempt) Closing Date (Open Until Filled if No Date Specified):
May 12, 2024
The Opportunity:
Application will be reviewed once the position is closed.
WHO WE ARE AND WHAT WE DO:
At the Department of County Management
(DCM), the public service we carry out is essential to the operation of Multnomah County as a government, as well as an employer. The Division of Assessment, Recording, and Taxation
(DART) strives to ensure the stability and quality of life for our community by providing local government with the revenues necessary to fund essential services. We pride ourselves on providing reliable, responsive, personal service to the public and our co-workers. As a team, we are committed to being good stewards of public resources while creating a safe and inclusive environment for employees, customers, and the communities we serve. "The primary role of DART staff members is to carry out the functions of the Assessor's Office in a manner that is friendly, respectful, resourceful and willing in order to create an environment of safety, trust and belonging
for all." WHO WE ARE SEEKING:
The Customer Relations Management area of DART is seeking someone who is proactive and who has the flexibility and adaptability of handling various job functions to provide excellent customer service, both to internal and external customers. This position provides direct customer service to the public in person, by phone or Live Chat, responding to a wide variety of questions relating to the issuance of marriage licenses, domestic partnership registrations, property taxes, passports, recording, ownership transfers and various other property related matters. The position is also responsible for issuing the licenses and registrations and collecting fees accordingly. Tax payments and copy sales are also processed.
In addition, you are a self-starter who enjoys leading and motivating a team of folks in a supportive and collaborative environment to provide assistance to the A&T Tech 1s in the work unit. In this position, you will also provide training to various staff within the workgroup and department.
Lead Roles and Responsibilities:
Assists Program Supervisors and Customer Relations Manager with administrative duties.
Verifies completed work of A&T Tech 1s.
Assists the Tech 1s with complex/elevated transactions or issues (at counter and over phone).
Monitors group activities in absence of the Program Supervisors, making adjustments to the work schedule, when necessary, ensuring adequate coverage at all times.
Provide coaching / mentoring to Tech 1s regarding routine daily tasks.
Leads and guides day-to-day activities of designated work groups or functions with responsibility for matters such as training and directing other staff and temporary workers, monitoring and reviewing work-flows, and serving as a resource and problem solver.
Coordinates and performs special projects such as gathering and keeping relevant budget statistics, or devising reports to generate data for specific production statistics.
Maintains or delegates assignments of procedure updating and / or creation.
Oversees projects sent to the Customer Relations groups from other areas within DART, meeting required deadlines, when applicable.
CUSTOMER SERVICE
Assists customers either on the phone, at a public counter or via Live Chat on the Internet responding to questions and providing information regarding the issuance of marriage licenses, domestic partnership registrations, property taxes, passports, recording, ownership transfers, various other property related matters, the effect of Measure 5 and 50 on real and personal property taxes, and various types of programs available to taxpayers, administered by both the county and the state.
Comprehends relevant Oregon Revised Statutes and is prepared to respond to questions from both the public and staff regarding the various areas the organization services.
Provides general information on the US Department of State's policies and procedures for those seeking to obtain a US Passport.
Research information for customer inquiries including, but not limited to, payment and postmark verification.
Calculates advanced tax estimates and verifies accuracy of tax amounts and payments prior to signing plats and subdivisions; signs mylars.
Process ownership suppression documentation.
Process invoices, NSF checks, and payments in Workday.
Perform software testing and maintenance.
Property Value Appeal Board (PVAB)
TIMEFRAME: October through APRIL
Assists PVAB Clerk with all facets of mandated functions.
Receives and enters petitions in the assessment and taxation system.
Prepares appeal file and schedules hearings
Enters Board decisions, ensuring proper use of codes to minimize errors.
Provides assistance to staff and public regarding outcome of petition and potential impact on tax amount.
Provides clerical support for the PVAB, sending and accepting appeal forms; filing and properly maintaining PVAB petitions & files for both in-house use & storage.
Interfaces with other sections throughout the PVAB appeal process.
BUSINESS OPERATIONAL DUTIES:
Prepares daily work schedules for the level one Assessment and Taxation Technicians, assigning equitable work duties and ensuring adequate coverage for breaks and lunch periods.
Processes payments for postage on-line via USPS Click N Ship for required, daily mailing of passports and monitors staff usage and completeness of task.
Assists staff with and maintains production reports with resulting statistics.
Processes mail requests; mails requested forms or informational flyers; files; scans; and stocks lobby (and other areas) with applications, brochures, instructional documents, and flyers.
Operates all office equipment including software systems applicable to DART. Office equipment includes calculators, copy machines, microfilm and microfiche readers, scanners, and multi-line telephones.

TO QUALIFY:
We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant.
Minimum Qualifications/Transferable Skills*:
Equivalent to the completion of the twelfth grade.
Three years of specialized, increasingly responsible office experience, preferably in property assessment and/or taxation field, to include the application of laws, policies and procedures, direct customer service, and problem solving responsibilities.
Must have the ability to be certified as a Passport Acceptance Agent by the US Department of State once hired; to be certified, one must be a US Citizen.
All finalists must pass a criminal records check
Preferred Qualifications/Transferable Skills*: You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.
Experience organizing and coordinating workflow among multiple workgroups.
Experience documenting procedures and delivering training in a group setting.
Data entry - Input information into any system of record with high levels of accuracy.
Knowledge of the Oregon property tax system
Additional specialized experience in the application of laws, statutes, policies and procedures.
Adaptable and enjoys working in a collaborative environment where teamwork is the priority.
Transferable skills: Your transferable skills are any skills you have gained through education, work experience (including the military) or life experience that are relevant for this position. Be sure to describe any transferable skills on your application and clearly explain how they apply to this position. SCREENING and EVALUATION:
The Application Packet: Your completed application must include the following items.
1. A completed online application
2. A resume covering relevant experience and education. Please be sure your resume includes the following for each employer: name of employer, location, dates of employment, your title, a brief summary of your responsibilities
3. A Cover Letter that expands on your resume, addresses why you are interested in this position and demonstrates how your experience and skill set align with the minimum and preferred qualifications listed.
Note: The application, resume and cover letter should demonstrate your work experience/skills and how it is related to those shown in the Overview and To Qualify sections of the job announcement. Please be thorough, as these materials may be scored and determine your eligibility for an interview.
- Only apply ONCE for this opportunity. Duplicate applications CANNOT be submitted in Workday. -
Internal Applicants: Internal applicants must apply in Workday. Internal applicants who apply via the external site will not be considered.
Navigate to your profile in Workday (see: employee launch guide
) and to the "Career" section of your profile. To complete an application, be sure to complete all sections of your career profile: include Job History, Education, Skills, Languages, Certifications, etc.
Please note that you will only be able to submit one application (duplicate or revised applications will not be accepted).
After you have submitted your application, please check your Workday inbox and complete the Veterans' Preference Questionnaire prior to the application deadline. Your application is not complete until you do this step.
Veterans' Preference: Under Oregon Law, qualifying veterans may apply for veterans' preference for this recruitment. Review our veterans' preference page
for details about eligibility and how to apply. The recruiter as listed on the job announcement must receive all required documentation by the closing date of the recruitment. The Selection Process: For details about how we typically screen applications, review our overview of the selection process page
. We expect to evaluate candidates for this recruitment as follows: Initial review of minimum qualifications: We may do an additional preferred review, phone screen, and/or send out additional supplemental questions to identify those highest qualified.
Consideration of top candidates: We will consider qualified candidates in order of rank and score from the list of eligible candidates. This may include panel interview(s), a hiring interview, and/or additional testing to determine the best candidates for a position.
ADDITIONAL DETAILS:
This recruitment may be used to fill full-time, part-time, temporary, limited duration and on-call positions.
Type of Position: This is an hourly, represented position that is eligible for overtime.
Multnomah County offers an exceptional benefits package, including employer-funded retirement savings; health and dental insurance at very low cost to full-time employees and their dependents; paid parental leave; wellness programs; a focus on work-life balance; and much more. Find more details on our benefits website.
Equal Pay Law:
Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However, actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidate's relevant experience, education seniority, training, and/or tenure. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.
Work Location: This position works onsite at the Multnomah Building- 501 SE Hawthorne Blvd., Portland, OR 97214.
Schedule: Monday - Friday, 8:00 am - 4:30 pm with some flexibility in starting and ending times.
Serving the Public, Even During Disasters
Everyday, Multnomah County staff work together to serve as a safety net for our communities. During a disaster, this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather, natural disaster, or other types of community emergency response. During these emergency responses, while typically there begins with a call for volunteers, county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information, please visit the Disaster Service Worker Information
page.
Diversity and Inclusion: At Multnomah County, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees.
We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran or protected veteran status, genetic information and other legally protected characteristics. The EEO Know Your Rights poster
is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals. Veterans' Preference: Under Oregon Law, qualifying veterans may apply for veterans' preference. Review our veterans' preference page
for details about eligibility and how to apply. Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.
Questions?
Recruiter:
Sita Khalsa Email:
Phone:
Application information may be used throughout the entire selection process. This process is subject to change without notice.
Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.
Job Profile:
6451 - Assessment & Taxation Technician 2