Office Support Specialist IV - Service Specialist

The Service Specialist acts as the initial point of contact by professionally greeting, welcoming, and assisting both callers and visitors to the Board of Assessment Appeals. Responsibilities include operating a multi-line phone system, managing a high volume of incoming calls, addressing inquiries, directing callers to the appropriate personnel or voicemail, and accurately taking and relaying messages. The Service Specialist supports visitors and appellants during scheduled hearings and must courteously address taxpayer inquiries, clearly explaining the procedures and requirements of the appeal process. Additional duties involve verifying parcel numbers on permits, Homestead applications, and appeal forms; collecting and recording appeal application fees; date stamping, sorting, and distributing mail; maintaining daily attendance records; and logging assessor work areas. The role also provides general clerical support as needed throughout the office.

• Answering calls in a professional, friendly and courteous telephone manner. On occasion may answer approximately 200 calls a day. Informing and instructing the public regarding the methods of appealing assessments, millage rates and other pertinent questions regarding the department. Screen and direct incoming calls and faxes.
• Support the appeal process on hearing days by signing in Appellants, answering general questions, and directing them to the appropriate hearing room.
• Review appeal applications, verify effective date, assessment amount, owners name, original signature, address, parcel number, determine if appeal is interim/annual, If interim appeal; verify if timely filed. Write block number, unit number, check amount, check number, assessor's name on application. Register check number and amount for treasurer.
• The Service Specialist is responsible for assembling appeal packets, mailing forms to taxpayers. Date stamp all permits, and appeal applications. Sort and deliver mail to various divisions in department.
• Serve as the front-line point of contact, answering constituent questions to relieve burden on other personnel.
• Verify homestead applications and determine the eligibility of applicants in concert with Homestead Coordinator.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to manage multiple tasks with frequent interruptions.
• Strong public relations skills.
• High school diploma.

• Basic Real Estate knowledge.
• Clear written/oral communication skills.

• Knowledge of office practices.
• Operating knowledge of and experience with multi-telephone systems preferred.
• Ability to work under pressure.
• Ability to be attentive to detail.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear. The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and depth perception.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

• The noise level in the work environment is usually quiet.