Customer Service Representative- Assessor

About the role

The City of Janesville seeks an enthusiastic and detail-oriented individual to join our team as a Property Assessment Support Specialist. We are seeking candidates who can provide courteous, professional, and responsive customer service, manage records, and support the City Assessor's Office.

Responsibilities

• 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.
• 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.
• Aid 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.
• 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.

Requirements

• 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.

Qualifications

• 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.
• 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.
• 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 responsibilities, meet established deadlines, and provide technical guidance, training, and assistance to coworkers when appropriate.