Customer Service Specialist

Salary : $46,545.00 - $69,817.00 Annually
Location : Brainerd, MN
Job Type: Full-Time
Job Number: 3
Department: Land Services
Division: Customer Service
Opening Date: 03/24/2025
Closing Date: 4/7/2025 4:30 PM Central

Position Objective

This position is accountable for performing a variety of customer support services including responding to customer questions, processing customer transactions and performing administrative support assignments for the land services department. The work is generally technical in nature being governed by local, state and federal regulations and requiring access to a variety of databases. This is a multi-incumbent classification where duties and areas of specialization may vary contingent on departmental resource needs. Staff within the classification may be assigned to perform any of the functions listed at any time and must demonstrate capacity to perform all referenced functions in manner that effectively services customer needs.

Transactional work will include processing tax payments, processing building and land use permit applications, processing requests for document recording, requests for birth certificates, marriage certificates, death certificates, notary registrations and ordination registrations. Each of the referenced services has unique processing requirements generally governed by statute, code or ordinance. Work requires the incumbent to acquire and maintain the technical knowledge necessary to ensure compliance with all local, state and federal regulations governing the issuance and/or processing of these customer service transactions. Additionally, the position serves as the central point of contact for customer questions and as such requires a high degree of resourcefulness to effectively respond to the wide variety of information requests.

Administrative accountabilities involve providing support services for department personnel including word processing, transcription, data entry and reporting accountabilities, meeting preparation and coordination, receptionist functions, scheduling and calendar management, mail processing, filing, scanning, invoice coding, payment reconciliation and transaction processing.
Essential Duties & Responsibilities

Program Responsibilities - as assigned

• Document Recording: Apply specialized knowledge and skills in record maintenance in compliance with Minnesota Statutes relating to Abstract and Torrens documents. Maintains a comprehensive computer indexing system, prepares new or updated Torrens Certificate of Titles, analysis of documents submitted for recording and communicates with the County Examiner of Titles, title companies and other applicable parties to ensure proper recording process. Performs complex real estate transactions in the Abstract and Torrens systems, including legal description interpretation and identification of parcels with the county GIS and tax systems.
• Vital Records: Assist the public with the acquisition of vital records including birth certificates, death certificates, and marriage license applications. Ensures compliance with application and information acquisition requirements. Accesses county, state and federal databases to process applications and acquire requested documents.
• Tax Payments: Serve as primary public resource for questions relating to property tax statements and payment processes including onsite, telephone, electronic and written inquiries. Calculate and process real estate, and personal property taxes due on a delinquent, full and pre-paid basis. Calculate penalties, interest due and other associated adjustments as needed. Access county database to properly account for payment transactions.
• General Payments: Receive and process a variety payments for various services and fees. Access county database to properly account for payment transactions.
• Permit Applications: Serves as primary public resource for questions relating to building and septic permits and associated land use permits. Provides first level support on questions relating to ordinances and codes associated with the permit application process. Assists customers with the permit application process and reviews applications for completeness, requesting additional information as needed to ensure required information is provides with the application. Accesses county database and ordinances to properly process permit applications.
• Board of Adjustments: Serve as administrative resource to the Planning Commission/Board of Adjustment. Prepare and distribute materials, fulfil public notice and document publishing requirements, make room arrangements, provide participant notifications, participant materials, meeting supplies, recording and transcription services, publication of minutes and other associated duties as requested.

General Administrative Responsibilities

• Customer Service: Respond to customer inquiries providing information and assistance relating to department programs and services in a professional and timely manner to ensure a high service environment.
• Document Processing: Review applications for accuracy and completeness, and processes documents in compliance according to department policy and procedures
• Meeting Administration: Provide administrative support for all assigned meetings including required notices, scheduling, room arrangements, supplies, materials, minutes and other related duties as assigned.
• Program Administration: Maintains current knowledge of department programs and provides administrative and customer support services for all programs assigned.
• Word Processing: Complete various forms of correspondence and materials as assigned including composition, formatting, proofing and editing to ensure the creation of professional and accurate documents and materials.
• Reporting: Complete various reports including databases, spreadsheets, data entry, data analysis and summary reports as assigned.
• Records Management: Develop and maintain filing, retention and retrieval systems including electronic media, scan data and hard files in a manner that ensures effective retention and retrieval of all assigned materials.
• Office Services: Perform a variety of general office services including mail processing, reception functions, scheduling, messaging and calendar management for department staff as assigned.
• Other: Perform all other related duties as assigned in a professional and effective manner.

Minimum Qualifications

• High school diploma or equivalent
• Formal prep of one or more years or equivalent knowledge gained from related experience and/or education.
• Five or more years work experience of a similar nature and scope of responsibility
• Advanced proficiency of Microsoft software programs. (Word, Excel, & Access).

Desirable Qualifications

• Ability to prepare correspondence.
• Ability to read and interpret documents and procedural manuals.
• Ability to verbally convey information effectively.
• Considerable skill in using computer programs, including Word and Excel.
• General knowledge of computer operations.
• Ability to work independently, manage multiple priorities, problem-solve and meet deadlines.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Ability to interpret maps,legal descriptions, plats, blueprints and charts.
• Knowledge of principles and practices necessary for recording abstract, Torrens and other documents.Ability to read site plans and implement approved policies and procedures to the public at the counter, over the phone, and through correspondence.
• Knowledge of other local, county, state and federal laws, and their relationships to land use.
• Knowledge of septic system and the ability to relate this information to the public.

This summary is intended for general information purposes and does not represent the legal description of our benefit package. The summary plan descriptions, Crow Wing County personnel manual, or applicable labor contract contains more complete information and will prevail in the event of a discrepancy.
Compensation
The county strives to be a market competitive employer with compensation rates that are externally competitive and internally equitable. Compensation rates are governed by the county pay matrix and applicable labor contract. Information regarding the county pay programs is available in the Human Resource Department.

Paid Time Off (PTO)
PTO benefit accrues at the rate of 21 days per year for the first 3 years for regular full-time staff and is pro-rated for regular part-time staff.

Holidays
The 12 calendar holidays that are observed by Crow Wing County are as follows: New Year's Day, Martin Luther King, President's Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans' Day, Thanksgiving Day and Friday following, Christmas Eve and Christmas Day.

Health Insurance
Regular full-time employees and their dependents are eligible for group health insurance coverage, administered by Blue Cross Blue Shield. Eligibility begins on the first of the month following 30 days of employment.

Regular part-time employees regularly scheduled 30 hours or more per week are eligible for health insurance coverage on a pro-rated basis.

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