Customer Support Specialist

Customer Support Specialist

Employment Type: 0 - Full-time Regular
Pay Range: $41,294.00 - 61,940.00
Location: Castle Rock, CO
Overtime Exempt: N
Elected Office / Department: CLERK & RECORDER

The Customer Support Specialist serves as the first point of contact for citizens seeking services within Douglas County Government at the Wilcox Building. This position provides high-quality customer service, reception, general information, and administrative support for departments and Elected Officials. Responsibilities include greeting and directing citizens, coordination of lobby waiting area, supporting appointment customers, operating the customer queuing system and guiding citizens to appropriate services and resources. The role requires professionalism, accuracy, confidentiality, and the ability to function effectively in a high-volume public service environment.

Generally, the hiring range is $41,294-$51,617 annually. Qualifications, education and experience as it relates to the position will be taken into consideration when determining hiring salary.

Your future is important to us.
Douglas County offers a comprehensive benefits package — including medical, dental, vision, and retirement plans — plus a wide range of additional resources to support your health, growth, and overall well-being. View the full Employee Benefits Guide.

View the full job description here

ESSENTIAL DUTIES AND RESPONSIBILITIES: (The following examples are illustrative only and are not intended to be all inclusive.)

• Greets and assists citizens in person, directing them to the appropriate department or service using multiple scheduling calendars and queueing systems.
• Communicates with citizens and internal staff via phone, email (Outlook), and instant messaging (Microsoft Teams) to support timely and accurate service delivery.
• Demonstrates proper use of queueing tools to citizens.
• Provides or guides citizens to information regarding Douglas County Government services including location-specific assistance.
• Provides direction or guidance to citizens seeking services from other nearby local governments.
• May sort and organize incoming mail for Wilcox Building departments.
• May assist Wilcox Building departments with outgoing bulk mailing projects.
• Utilizes reference materials and resources such as websites, approved AI tools, FAQs, quick reference guides, and standard operating procedures to ensure accurate information is provided.
• Directs lobby and entrance traffic to appropriate offices or waiting areas.
• Refers complaints or complex issues to appropriate department management.
• Maintains confidentiality of sensitive information in accordance with federal, state, and county laws and regulations as well as at the direction of Elected Officials.
• May review, assemble, and perform quality control checks on paperwork and incoming mail while maintaining confidentiality.
• May perform clerical support functions for departments and Elected Officials within the Wilcox Building
• Demonstrates and supports County-wide priorities, values and service standards by contributing to efficient, high-quality public service delivery, fostering a collaborative team environment, and promoting stewardship of community resources.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

EDUCATION and/or EXPERIENCE:

• High School Diploma or Equivalent
• Minimum of 1 year of customer service experience

ADDITIONAL INFORMATION:

Closing Date: 5/31/2026 4:59PM MST. Review of applications will begin immediately and continue until a suitable candidate is selected.

The job details outlined in this posting may represent a modified summary of the full job description. For a full copy of the job description CLICK HERE to view our job classifications.

In the event of an emergency/disaster in or near the County, all County employees are expected to make every effort to be available to assist the County Manager, Elected/Appointed Officials and Department Directors to ensure the continued operation of any and all necessary County functions. This may mean being available to perform additional duties and hours beyond what is normally required. In the event that an exempt employee does work more than 40 hours a week in support of County operations during an emergency, such employee may receive overtime or other appropriate wage compensation in accordance with existing County policies or at the discretion of the County.