Position Summary

Essential Functions

• Receives, documents, and responds to public inquiries and service requests through telephone and other approved communication channels; verifies key information and creates or updates service records as required.
• Triages and routes inquiries to the appropriate County department or service area using approved protocols, escalating requests based on urgency, complexity, safety concerns, or established service criteria.
• Explains routine County processes, service requirements, contact pathways, and publicly available information in clear, practical language while routing legal, regulatory, technical, eligibility, enforcement, or policy determinations to the responsible department.
• Coordinates with County departments to support timely follow-up, track the status of open service requests, and communicate available status information to customers within established procedures.
• Provides situational de-escalation and issue-resolution support during difficult public interactions and promptly escalates threats, emergencies, or matters outside assigned authority to the appropriate supervisor, department, or public-safety resource.
• Maintains and updates internal service directories, contact trees, routing protocols, knowledge-base content, frequently asked questions, and other approved reference materials used to support consistent public service.
• Reviews service-request patterns, contact types, recurring questions, response trends, and public knowledge gaps and communicates emerging operational or communication issues to the Customer Support Manager.
• Supports service audits, response-time monitoring, workflow review, and public-service reporting and recommends practical process or knowledge-base improvements based on observed service data.
• Protects confidential, sensitive, and restricted information and handles records and communications in accordance with County policy and applicable records requirements.

Additional Responsibilities

• Supports adjusted service coverage, emergency communications coordination, or high-impact public events when assigned within the scope of the position.
• Performs other related duties consistent with the position's purpose, classification, County policy, and applicable wage-and-hour requirements.

Supervisory Responsibilities

Knowledge, Skills, and Abilities

• Knowledge of high-volume customer-service, contact-center, service-coordination, and request-triage practices appropriate to a public-service environment.
• Ability to learn and accurately apply County service pathways, departmental responsibilities, routing protocols, public-facing procedures, and approved information resources.
• Ability to communicate clearly and professionally by telephone, in writing, and through approved digital channels and to translate complex processes into concise, understandable guidance.
• Ability to de-escalate difficult interactions, maintain neutrality, identify when escalation is required, and communicate effectively with frustrated, confused, or distressed customers.
• Ability to manage multiple simultaneous requests, prioritize competing inputs, maintain accurate service records, and meet response and follow-up expectations in a deadline-driven environment.
• Ability to use customer-relationship-management, service-ticketing, workflow, telecommunications, Microsoft 365, and related office or communication systems accurately and securely.
• Ability to review service data and trends, identify recurring issues or knowledge gaps, maintain useful reference content, and recommend process improvements within assigned authority.
• Ability to protect confidential and sensitive information and exercise sound judgment regarding access, disclosure, escalation, and documentation.

Minimum Qualifications

Education

Experience

Equivalent Combination

Preferred Qualifications

• Experience in local government, public-sector customer service, 311-style service delivery, or another multi-department public-service environment.
• Experience using customer-relationship-management, service-ticketing, case-management, workflow, or knowledge-base software.
• Experience monitoring service metrics, response times, customer-contact trends, or workflow performance.

Required Licenses and Certifications

Work Schedule and Availability

Physical and Environmental Requirements

Work Environment

Disclaimer

Employment Relationship