Customer Service Representative- Assessor

Job Title

Objective & Relationships

The residents of Janesville choose this community, not just as a place to live, but as a place to realize life's opportunities. We strive to sustain a community culture where differences are recognized, understood, and appreciated. As such, theCity of Janesville recognizes the importance of developing an environment where diversity is not merely accepted but embraced and celebrated. As public servants, we believe everyone has the right to be treated with dignity and respect. To this end, we will diligently recruit and retain the most talented employees in an environment that fosters maximizing one's potential. Therefore, we encourage individuals from all backgrounds, perspectives, and experiences to consider employment with the City of Janesville and serve the residents of "Wisconsin's Park Place".

Essential Duties

Toperform this job successfully, an individual must be able to perform each essential duty satisfactorily. This list is illustrative only and is not a comprehensive listing of all functions and duties performed by the incumbent. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Provide courteous, professional, and responsive customer service to property owners, residents, employees, and the public by responding to inquiries and referring complex matters to appropriate staff.
• Receive, review, process, verify, maintain, and update property ownership records, deeds, Wisconsin Real Estate Transfer Returns, permits, inspections, legal descriptions, mobile home records, and other assessment-related information, including records associated with transfers, splits, merges, annexations, and other property transactions.
• Research, obtain, verify, and reconcile property ownership records, historical files, assessment information, and related documentation from internal and external sources to maintain accurate property records.
• Prepare and maintain property inspection workflows for, permit, sale, owner request for reviews and periodic review records. Print supporting documentation and perform quality control review to ensure all yearly inspections are completed.
• Assist with the preparation, review, compilation, submission, maintenance, recordkeeping, and administrative support activities related to Open Book, Board of Review, Department of Revenue reporting requirements, statutory filings, assessment documentation, and other regulatory assessment functions.
• Analyze, research, and resolve complex property ownership, assessment, and recordkeeping issues utilizing legal descriptions, plats, surveys, maps, GIS resources, historical records, and other information sources.
• Review and process vacant land sales information and assist property owners, staff, and other stakeholders with questions related to sales data and assessment records.
• Create, maintain, generate, and distribute reports using assessment software, Crystal Reports, database reporting tools, and other department-specific applications.
• Maintain and update department website content and assist with management of public-facing electronic information resources.
• Serve as a technical resource and provide training, mentoring, and guidance to employees regarding property records, assessment procedures, records management practices, customer service standards, office systems, and department-specific software applications.
• Schedule appointments, inspections, and meetings, maintain calendars, and complete associated data entry and recordkeeping activities.
• Prepare correspondence, notices, forms, reports, and other documents; receive, sort, scan, file, distribute, and maintain incoming and outgoing mail, records, and correspondence; and provide general clerical and administrative support, including records maintenance, document preparation, supply ordering, and other office support functions.
• Maintain confidentiality of information in accordance with applicable laws, regulations, City policies, and office procedures.
• Follow all safety regulations, policies, and procedures; report unsafe conditions, acts, or accidents to a supervisor; and support emergency operations and disaster response activities when assigned.
• In the event of a declared emergency, disaster, or activation of the City's Emergency Operations Center, may be assigned duties and responsibilities outside the normal scope of work in support of City operations and emergency response activities.

Minimum Position Requirements/Qualifications

The requirements listed below are necessary to perform the essential duties of the position.

• High School diploma or equivalent.
• A minimum of one (1) year of customer service, clerical, administrative support, records management, real estate, or office support experience is required.
• A valid, state-issued driver's license is required at time of hire.

Competencies

For successful performance in this position, the incumbent must demonstrate the following knowledge, skills, abilities, and behaviors.

Knowledge:

• Working knowledge of modern office procedures, administrative support practices, records management techniques, and general clerical functions.
• Working knowledge of customer service principles, effective public communication practices, and professional interactions with internal and external customers.
• Working knowledge of data entry, account maintenance, document processing, and recordkeeping practices.
• Working knowledge of property assessment terminology, assessment techniques, assessment processes, appraisal support functions, assessment administration processes, and statutory assessment activities, including Open Book and Board of Review.
• Working knowledge of applicable Wisconsin statutes, administrative rules, Department of Revenue forms and reporting requirements, statutory filing procedures, confidentiality requirements, and City policies related to assessment administration.
• Working knowledge of property ownership records, deeds, transfer documents, permits, legal descriptions, plats, surveys, assessment-related records, construction terms, GIS mapping systems, historical property records, and property record maintenance procedures, including ownership changes, splits, merges, annexations, and mobile home records.
• Working knowledge of database reporting tools, report generation processes, and data analysis techniques used to support assessment operations.

Skills:

• Organizational and time management skills to prioritize work, manage competing demands, and meet deadlines.
• Effective verbal and written communication skills, paired with strong customer service and interpersonal skills.
• Teamwork and collaboration skills to maintain positive working relationships and support office goals.
• Data entry, records management, database administration, and quality control skills with a high degree of accuracy and attention to detail in maintaining property ownership, transfer, permit, and assessment-related records.
• Research, analytical, and problem-solving skills sufficient to locate, compile, verify, reconcile, and evaluate information from records, files, databases, maps, and external sources and resolve discrepancies in property ownership, assessment, and recordkeeping information.
• Working-level proficiency in computer applications, including Microsoft Office, with the ability to learn and utilize assessment software, database systems, GIS applications, reporting tools, and other department-specific technologies.
• Skill in reading, interpreting, and applying information contained in deeds, legal descriptions, plats, surveys, maps, GIS resources, and other property-related documents to research and verify property information.
• Skill in preparing, reviewing, analyzing, validating, generating, and distributing reports utilizing database reporting tools, Crystal Reports, assessment software, and other department-specific applications.

Abilities:

• Ability to provide courteous, responsive, and solution-oriented service by effectively addressing customer questions, concerns, inquiries, and complaints in a professional, accurate, and timely manner.
• Ability to communicate effectively, both verbally and in writing, including the preparation of correspondence, reports, forms, and other documents utilizing proper grammar, spelling, punctuation, sentence structure, and tone.
• Ability to learn, understand, interpret, and apply applicable state statutes, ordinances, city policies, office procedures, and regulations related to assessment administration and property records.
• Ability to exercise discretion, maintain confidentiality, and handle sensitive information in a professional manner.
• Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, division, fractions, decimals, and percentages.
• Ability to research, locate, verify, reconcile, analyze, compile, and maintain information and property records from multiple sources and identify discrepancies, omissions, errors, inconsistencies, trends, or other issues requiring corrective action.
• Ability to prioritize workload, adapt to changing priorities, and manage multiple assignments in a fast-paced office environment.
• Ability and willingness to learn and effectively utilize GIS, assessment software, property databases, reporting systems, historical records, and other department-specific technologies to support assessment administration functions.
• Ability to interpret and apply legal descriptions, plats, surveys, maps, deeds, and other technical property-related documents to independently research, reconcile, and resolve complex property ownership, assessment, and recordkeeping issues.
• Ability to assist with preparation, review, compiling, and submitting statutory reports, Department of Revenue filings, forms, documentation, and other assessment-related records in accordance with established requirements.
• Ability to perform duties independently, exercise initiative and sound judgment, take ownership of assigned