Customer Support Representative II

The County of Riverside’s Department of Public Social Services (DPSS), Facilities Mail & Courier Unit, is looking to fill a Customer Support Representative II position in Riverside, CA. In this role, the representative will provide efficient courier services to over 30 DPSS district sites throughout Riverside County. Responsibilities include daily delivery and pickup of interoffice and interdepartmental mail, U.S. mail, warrant checks, EBT cards, bus passes, closed files, and other important items. Additionally, the representative will sort, process, and meter large volumes of postal mail. This position requires operating a county vehicle for up to 75% of the work shift, traveling across Riverside County, including to Blythe, Temecula, and Norco. Candidates should be prepared to sit, walk, stand, bend, and drive for extended periods. The role may involve working in varying temperatures and lifting items weighing up to 50 pounds. The ideal candidate will possess strong customer service skills, delivery and mail experience, expertise in metering mail, excellent critical thinking abilities, possess Excel experience, and familiarity with mail delivery services. Schedule: Monday – Friday 8:00 AM to 4:30 PM CENTRALIZED MAIL SUPPORT Independently carry out the full range of mailroom functions and procedures: sort, weigh, presort, bundle, label, and tray mail by zip code in order to prepare mail for U.S. mail pick-up or drop-off; determine mail classes and types of mail; operate postage-metering machines in the metering of first class and third class U.S. mail. Determine production workflow in order to schedule equipment usage; complete postal forms for residual U.S. mail and deliver the forms with the residual and presorted mail; perform data entry; may be responsible for the pick-up and delivery of registered and certified mail for the County. Assign required charges for and meter U.S. mail; monitor the collection and delivery of packages by United Parcel Service and other private mail carriers; inform appropriate County departments of relevant deliveries; apply on a daily basis specific laws, rules, and policies related to the U.S. Postal Service and mailroom operations; monitor vendor documentation and purchase order activity. SUPPLY SERVICES SUPPORT Load and unload supplies, materials and equipment from trucks; receive supplies, tools, and equipment; inspect for damage and quantity received against requisitions, invoice or freight bills. Store stock in accordance with storing and inventory system; keep storeroom orderly and clean; package items to be shipped; fill requisitions and assemble for delivery; maintain automated and manual filing systems and routine records of items received and issued; take periodic physical inventory. Duplicate forms and other printed material; maintain records, perform data entry, and manual inventory card posting; operate forklift to move pallets; note and report to supervisor items that are low in stock; prepare work orders of items to be sent for repairs; maintain records of petty cash funds. Research problems, adjust schedules to meet deadlines and time frames, and respond to customer concerns; plan and schedule ordering, receipt, and/or storing of goods; interpret complex reports and invoices to ensure goods received match requisition; review documents for conformance to requisition policies. RECORDS MANAGEMENT Maintain, store, and process records; file and retrieve files, records, and other documents; input information into and maintain a computerized information retrieval system. Collect, sort, and box quantities of files, records, and/or documents; prepare documents for storage and maintain storage facilities; deliver and pick-up records and other material for the division assigned. SUPPORT SERVICES TECHNICAL ASSISTANCE Assist in performing a variety of minor facilities mechanical and maintenance work under the instruction of Support Services Technician staff; drive County vehicles to and from job/work sites; load and unload trucks and vans; move and secure furniture, boxes, supplies, stock, materials, and equipment. COURIER and DELIVERY DUTY Using a County vehicle, deliver and pick-up documents, materials, records, and supplies in an assigned route for a group of customers. FACILITIES SUPPORT CENTER Compile, run, and edit statistical and narrative reports; verify and process facilities tab for employee information; support projects or moves by compiling information. Retrieve data or information from state, County, and DPSS systems; run database application process; complete work tickets related to maintenance issues and repairs; track request and provide updates. Assist customers by providing relevant information; update work logs; research various systems and troubleshoot problems; initiate routine correspondence. ASSETS MANAGEMENT Verify and process incidents for equipment requests; responsible for shipping and receiving, barcoding, and safeguarding capital and non-capital assets for DPSS. Transfer custody of assets to RCIT User Support Technicians prior to installation; validate and prepare retired and/or impaired assets for final disposition. Custodian of equipment receipt and transfer documentation; deliver assets to multiple DPSS locations, conducting periodic inventory and assisting with the deployment of large quantities of equipment. OPTION I Education: Graduation from high school, possession of a certificate of proficiency issued by the California State Board of Education, or attainment of a satisfactory score on a G.E.D. examination. Experience: One year as a Riverside County Customer Support Representative I. OPTION II Education: Graduation from high school, possession of a certificate of proficiency issued by the California State Board of Education, or attainment of a satisfactory score on a G.E.D. examination. Experience: Two years in any combination of the following: mail delivery service, supply, warehouse, help desk, records management, support services, assets or inventory control operations, or delivery or courier services which required determining routes from mailing addresses. ALL OPTIONS Knowledge of: Basic customer service procedures; inventory tracking and ordering processes; operation and maintenance of postal work equipment; rules, regulations, and procedures pertaining to U.S. Postal Service and private mail services; procurement procedures; work safety procedures; queries and report generation; correct lifting and carrying methods. Ability to: Read and understand work orders, maps, and forms; operate a computer; perform data entry; meet deadlines; make basic arithmetic computations; maintain cooperative working relationships with the public, vendors and other County employees; learn to operate bindery and finishing equipment; follow oral and written instructions; work in a team environment; operate electrical pallet jacks and forklifts; drive a County vehicle; sit and/or stand for prolonged periods of time; bend and/or stoop; carry heavy mail trays and packages; properly lift up to 50 pounds. Other Requirements License/Certificate: Possession of a valid California Driver’s License is required as the candidate will be traveling to other facilities. Open to All Applicants This recruitment is open to all applicants. Qualified applicants may be considered for future vacancies throughout the department. Applicants who are current County of Riverside employees and/or current employees of DPSS may be considered before other applicants depending on the volume of applications received. Qualified applicants may be considered for future vacancies throughout the County. For questions regarding this recruitment For specific questions regarding this position, contact Genesis Ochoategui at gochoategui@rivco.org. #J-18808-Ljbffr