Local Deputy Registrar (Customer Service Specialist) - Vital Records Program

We are looking for a Customer Service Specialist III (Local Deputy Registrar). This position involves a variety of detailed tasks and functions in support of issuing birth and death certificates.
The program is fast-paced, generating a significant volume of work on a daily basis. Customers are engaged face-to-face, by telephone, via the mail, as well as through web-based resources. Customer Service Specialists are required to adhere to State and local regulations, policies, and procedures governing the maintenance, integrity, and release of Vital Records. Essential to this position is the ability to work in a stressful, fast-paced environment with frequent interruptions, without the loss of efficiency and accuracy. This position is part of a team of Customer Service Specialists who are cross trained to fill in for others as needed.
The Vital Records Program is in the East Lobby of the King County Customer Service Center on the 2nd floor in King Street Center.
Commitment To Equity and Social Justice:
Named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.
The county government has a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all - in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from all communities are incorporated into our emergency planning and public outreach efforts.
We recognize that structural racism consists of principles and practices that cause and justify an inequitable distribution of rights, opportunities, and experiences across racial groups. Since declaring Racism is a Public Health Crisis in June 2020, King County and Public Health committed to being intentionally anti-racist and accountable to Black, Indigenous and People of Color communities.
To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx

• Issue and sell birth and death certificates using database systems, point-of-sale technology (POS), microfiche, micro cards, and archived book and ledger records, while ensuring compliance with State and local regulations, policies, and procedures governing those documents.
• Register all King County deaths according to Revised Code of Washington.
• Invoice orders in Sensitive Information Management System (SIMS) for Funeral Homes, SSA, Police Departments and other agencies.
• Backup purchasing and procuring goods and services.
• Perform end-of-day closing activities until 4:45.
• Perform daily POS closing activities, preparing reports and deposits for accounting services according to cash handling policies and procedures.
• Backup incoming and outgoing mail, addressing quality assurance and ensuring accountability.
• Provide Customer Service by fulfilling orders and responding quickly and efficiently to all customer questions and concerns. Engage in trouble-shooting to respond to inquiries and work to solve problems while ensuring compliance with established policies and procedures. (Note: customers are engaged face-to-face, by telephone, by mail, and via web-based tools.)
• Follow-up with customers when clarification is warranted.
• Assist funeral directors and families with requests for disposition review.
• Respond to potentially sensitive and volatile situations regarding and Vital Records customer inquiries. Work effectively with the public utilizing problem-solving skills to manage situations and deal with people who may be distraught, angry, and/or grieving. Diffuse potentially volatile situations.
• Process over the counter and mail order fees using a POS system following established public health cash handling and accounting procedures. Issue receipts, balance checks and cash with orders, and assist in daily register closeout procedures.
• Perform data entry into a variety of logs and spreadsheets.

REQUIRED EXPERIENCE, QUALIFICATIONS, KNOWLEDGE, SKILLS:

• Demonstrates experience in delivering exceptional Customer Service.
• Regular and reliable attendance and punctuality are essential for this position.
• Demonstrates a high-level attention to details.
• Demonstrates ability to work effectively in a stressful, fast-paced work environment with competing demands and frequent interruptions, while adapting to rapidly changing circumstances.
• Demonstrates ability to communicate professionally with regard to culturally appropriate, consistently respectful, and non-judgmental manner to a wide variety of audiences including people who have experienced direct or indirect traumas.
• Demonstrates ability to handle difficult situations with confidentiality, discretion and diplomacy while protecting private and sensitive client information.
• Demonstrates ability to process a large volume of customer orders, received through various means, while adhering to regulations, policies, and procedures governing the release of those records.
• Demonstrates efficiency as a member of a team or independently.
• Demonstrates ability to adhere to standard office principles and practices, program-specific requirements, and to engage in positive conflict resolution techniques.
• Demonstrates a high competency in a Microsoft Windows environment.
• Demonstrates ability to operate other standard office equipment such as copiers, fax, scanners, and multi-line telephones.
• Proficiency in math and basic accounting procedures.
• Skill in working with the public and persons of different racial, ethnic, and socioeconomic backgrounds.
• Ability to solve problems in a positive, constructive manner and to maintain professionalism with customers and staff.
• Demonstrates ability to move items weighing up to 20 pounds and to repeatedly sit, stand, bend, and stoop frequently throughout the day.

Desired Qualifications:

• Proficiency in speaking a language other than English.
• Experience working with government/agency offices that process high-volume requests.

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

Application Process
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
The following items are required to be considered for this vacancy:

• NeoGov Job Application
• Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process). Cover letters and resumes will not be reviewed as part of our screening process.

First Round interviews are anticipated to take place the first week of January.

Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.
Necessary Special Requirements:

• The selection process may include evaluation of application materials and supplemental questions, interviewing, and testing. You must completely fill out the application with your relevant education and work experience.
• For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring. For tips on interviewing, please visit https://www.kingcounty.gov/~/media/audience/employees/learning-and-development/Interview_Tips.ashx?la=en.
• Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
• Public Health relies on office automation (Microsoft Office) and web-based enabled tools, therefore candidates must be proficient and comfortable with computer use to perform functions associated with on-going work.
• Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing their mandatory trainings on time and obtaining required immunizations.
• Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
• When public health responds to an emergency, we may assign you duties outside your regular job description. This may involve responding at any time, including nights and weekends, with possible deployment to locations other than the department.
• If you need a disability accommodation in the application or testing process, please call the contact number listed on the job announcement.

WORK SCHEDULE: The normal work week is Monday through Friday, 40 hours per week working until 5:00. This position is subject to the Fair Labor Standards Act and is overtime eligible.
WORK LOCATION: This position will be in-person position primarily working at the King Street Center building located at 201 S. Jackson St, Seattle, WA. As needed, the position may be deployed to other Public Health Centers and sites throughout King County.

Employment Type: Career Service, Full Time, 40 hrs/week