(DEPARTMENTAL INTERNAL ONLY) DISTRICT CLERK'S OFFICE - CUSTOMER RELATIONS SPECIALIST, SENIOR

About the Department

Acceptable Experience and Education
High school diploma or equivalent and four (4) years of office/customer service experience, with two (2) years cashier experience; to include one (1) year of developmental supervisory or managerial experience. 

Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. 
 
 
Certificates and Licenses Required (Depending on area of assignment):
May require Deputy Clerk deputizing; may require AOP certification;  

May require or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso. 

In order to access the County’s network and systems, a personal mobile smart device is required by the hire start date.

Position Duties

Essential Duties
Provides input on performance evaluations, and makes recommendations on hiring, terminating, and disciplining personnel;
 
Motivates and works with employees to correct deficiencies;
 
Plans, directs, and coordinates, through subordinate-level staff, the department work plan;
 
Assists with managing the career development and performance of staff assigned;
 
Meets with management staff to identify and resolve problems;
 
Assigns projects and programmatic areas of responsibility; and reviews and evaluates work methods and procedures;
 
Assumes responsibility for delegated administrative and clerical tasks, including correspondence, reads and reviews outgoing correspondence; performs data entry, processes billings; receives payments; balances receipts with payments; balances receipts with cash, credit cards, etc.; and processes mail;
 
Assists with developing internal policies and procedures;  
 
Establishes and maintains files and records;
 
May serve as the initial point of phone, email, or personal contact for participants, outside agencies, other county departments and the general public concerning inquiries or complaints about a specific program and/or its services; researches information; make appropriate referrals for assistance;
 
Gathers, organizes, and summarizes information for special projects; assist with preparing various routine and complex reports, tables, graphs and statistical summaries;
 
Processes registrations; trains on processes; 
 
Receives appropriate fees; ensures that all information on check(s) is in compliance with check acceptance policy; records all pertinent information in order to cross reference transaction with valid identification and receipts;  
 
Evaluates and ensures proper documentation;
 
Is responsible for handling large amounts of money and balancing daily monies (cash, checks, and credit card transactions) to receipts at close out;
 
Provides information to customers on all phases of service provided;
 
Orders and maintains supplies; keeps inventories; 
 
Maintains confidentiality; 
 
Reports any equipment maintenance needs for appropriate action; 
 
Schedules document/record archive and disposal;
 
Depending on area assigned:
Notarizes documents;
 
May process billings;
 
Performs calendaring activities; plans, schedules and coordinates special events;
 
Orders and maintains supplies; keeps inventories; 
 
Provides informational material to news media and general public;
 
Makes travel arrangements; prepares itineraries; prepares and submits travel items for approval; processes and submits travel vouchers with corresponding receipt documentation for payment;
 
Arranges and schedules meetings; prepares and distributes meeting agendas; attends meetings and takes notes and/or minutes;
 
Processes and reviews purchase orders and invoices; authorizes payments up to specific limits; monitors spending and budget balances, encumbrances, transfers and appropriations;
 
Performs criminal searches for customers and agencies as required;
     
Provides routine information and assistance pertaining to vehicle titles and registration procedures, laws, rules and/or registrations; refers customers to appropriate source for complex problems or questions;
 
Researches and analyzes manuals, regulations and laws to ensure compliance with established procedures and resolves problems pertaining to vehicle titles and registration;
 
Examines, processes and/or rejects applications with more complexity, such as:  Foreign/Import (Grey Market Vehicles), Auction Sales Receipts, Mechanic/Storage Liens, Bonded Titles, Operation of Law, etc. to ensure compliance with departmental regulations and state registration laws; , in addition, serves as backup to title examiners and managers;
 
Ensures proper identification, proof of financial liability, and when applicable, a Vehicle Identification Report (VIF) are presented at time of vehicle registration(s) and/or title transfer(s) as well as verifying each transaction thru the ARC system for delinquent fines;
 
Operates Registration and Title System (RTS) terminal from the state's Motor Vehicle Department's database to retrieve and process motor vehicle related applications;
 
Required to attend in-house classes and seminars conducted by the County Tax Assessor Collector and/or Texas Department of Motor Vehicles regarding changes in the rules, laws, regulations and procedures;
 
Provides training to all staff on vehicle titles and registration rules, laws, regulations and procedures;
 
May be required to work more than 40 hours a week, including after regular business hours, weekends and/or holidays;
 
Serves as liaison between the office and internal and external entities;
 
Schedules requests records requested by the public and ensures supporting documentation;
 
Index's documents recorded by the department;
 
Ensures compliance with state, internal and external agencies laws and regulations;
 
Applies regulated fees;
 
Reviews, verifies, approves times sheets and leave requests;
 
Orders supplies and equipment;
 
Performs and maintains inventory;
 
Ensures information is correct on application and processes the application for customers;
 
Verifies and processes e-file with fees under time restrictions; opens cases and prints copies of documents needed for the specific service providing;
 
Performs searches for arrests or warrants;
 
Issues agent numbers are issued in accordance with state regulations;
 
Files subpoenas;
 
Conducts inventory of supplies and files;
 
Clears and releases dockets as directed;
 
Places restrictions on inmate accounts;
 
Provides inmates with balances on accounts;
 
Releases funds as appropriate;
 
Deals with foreign currency;
 
May be required to travel to satellite branches when assigned or at times, on very short notification;
 
May be required to work more than 40 hours a week, including after normal business hours, weekends, and/or holidays.
 
 
Other Important Duties*
Substitutes, if assigned, during temporary absences by performing delegated duties sufficient to maintain continuity of normal operations;
 
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and
 
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills;

Performs such other related duties as may be assigned.
 
Maintains a safe and healthy work place environment.
 
May be required to travel to satellite branches when assigned or at times, on very short notification.
 
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor.

Minimum Qualifications

Summary of Position
The Customer Relations Specialist, Senior, under general supervision provides clerical, administrative, and/or cashier support to a specific County office or department.  This designation is distinguished from the Customer Relations, Intermediate classification by greater work complexity, broader work activities and some lead work authority.  

Other Qualifications

Organizational Relationships
Reports to:      Supervisor, Manager, Department Head or Elected Official or designee
 
Directs:            Provides lead work to other staff
                                                                                                                               
Other:              Has frequent contact with other county employees, lawyers, judges, legal staff, law enforcement personnel, other public agencies and the general public


Minimum Requirements: Knowledge, Skills, and Abilities
Knowledge of: Principles and practices of modern office administration; cashiering and bookkeeping practices, policies, and procedures, including financial record keeping; customer service/public relations practice and procedures; English usage, office methods, adding machines; computer; procedures and equipment including filing systems.

Skill/Ability to: Learn the organization, procedures and operating details of the County department to which assigned; attention to detail and established deadlines; perform routine calculations to count currency, make change, and prepare daily cash reports; interpret and explain policies, procedures, rules, regulations, and state statutes; display an ability to prioritize and manage several tasks; display a high degree of self-motivation; understand report writing and statistics; time management; make sound decisions in an expeditious manner; schedule, supervise, train and evaluate assigned staff; perform word processing and data entry; perform routine clerical work including maintenance of appropriate records and preparations of general reports; verify and cross check files and data; maintain confidential records and reports; be tactful and diplomatic in dealing with the public, members and government officials; complete projects on time; operate a personal computer and various software applications; conduct mathematical calculations, prepare clear and concise reports, communicate effectively, both orally and in writing, establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation.
Depending on area of assignment: may require bilingual in Spanish; and typing speed of 45 words per minute.

Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:
• Demonstrate regular and reliable attendance;
• Work well with others and participate fully in a team-oriented environment;
• Interface with other employees and customers in a courteous and respectful manner;
• Maintain strict confidentiality;
• Project positive support of their department and all county organizations at all times; and,
• Maintain and enhance the County’s commitment to customer service excellence

Public sector office focused on customer service and clerical operations.