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LI Customer Service Specialist 3

Company: State of Washington Dept of Labor Industries
Location: Kennewick
Posted on: December 4, 2019

Job Description:

Education - Associate's Degree - Bachelor's Degree - High School Diploma or GED Skills - Time Management - Driver's License - Customer Service - Microsoft Office - Communication Skills Benefits - Health Insurance - Flexible Schedule Description Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L & I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability. Washington is America's Top State according to U.S. News (2019) and we provide one of the most competitive benefits packages in the nation. Here at the Department of Labor & Industries (L & I), we believe that your voice matters. We value our employees and offer flexible schedules that respect your work/life balance. In ition, L & I is a diverse state agency dedicated to the safety and health and security of Washington's 2.5 million workers. Learn more about L & I, the employer of choice here. This opportunity is open to internal (bilingual/Spanish optional) employees only. As a senior member of the Customer Service Program, you will have a greater impact on the flow of business through the regional service locations. You will mentor and train staff, handle cross-agency complex customer problems, and consult with staff on process/procedure issues. This is a critical role, as you will be on the front line of a very fast-paced work environment. In aspects of customer relations and problem resolution, you will consult with customer service staff on multi-dimensional process/procedure problems. You will be able to gain valuable experience as a leader. This will be a great opportunity to highlight communication, organizational, leadership and creativity skills. We need an organized individual who will act as a liaison between internal/external customers. Our ideal candidate will be able to explain policies, procedures, laws and processes. We need someone who can inform customers of their rights and responsibilities as well as resolve customer service related concerns. In ition to the base salary, the selected incumbent will receive 5% assignment pay for bilingual duties if hired as bilingual. Duties Some of what you'll do: Serve as a technical expert and lead staff member of the Customer Service Program to include lead contact, perform complex tasks, assist with customers at the counter or on the phone, monitor workflow of other customer service specialists, identify and recommend changes to ress challenges. Coach, mentor, and train CSS staff, fostering a positive and professional environment, communicate clearly and empower staff to grow and succeed through feedback, instruction and encouragement. Assist the Office Manager in preparing detailed plans for each new staff member to provide them with individual mentoring support. Provide performance feedback to Office Manager on quality and timeliness of work performed by team members. Serve as back up to the Office Manager and ress general facility issues. Develop an organizational system to keep track of team trainings, meetings and other communication. Qualifications Required: Individuals with a High school diploma or equivalent and two years of experience providing direct support to customers regarding inquires, complaints or problems. Desired: An Associate's degree with one itional years of customer service. A Bachelor's degree with one itional year of customer service. Experience in training, coaching, mentoring, and providing feedback to staff from a lead or supervisory role. Cash handling experience. Demonstrated ability to listen a.ttentively, identify issues, provide options and/or exercise knowledge of laws and regulations to assist others and resolve conflicts. Well-developed critical thinking and problem-solving skills. Excellent organizational and time management skills. Maintain the strictest level of confidentiality and integrity. Multitask in a fast-paced environment characterized by constantly changing priorities. Proficiency in Microsoft Office suite. Exceptional customer service skills and proven ability to effectively handle complex or difficult situations. Strong communicator, verbal and written, able to defuse and ress customer conflicts and complaints. Supplemental Information Application Process: The top candidates will be contacted directly to interview for this position. Because the selection will be based on information provided by you, it is in your best interest to identify the knowledge, skills and abilities that ress the mandatory and desirable qualifications described above. Please include the following documents with your application: 1. A letter of interest describing specific qualifications. 2. A current resume detailing applicable experience, and education. 3. A list of at least three professional references with current telephone numbers. Other Information: Prior to any new hire into L & I, a background check, including criminal record history, will be conducted. This position is represented by the Washington Federation of State Employees (WFSE). Employees driving on state business shall have a valid driver's license. If driving a privately owned vehicle on state business, must be insured. You will be required to take a bilingual assessment if you are being hired as a bilingual employee. Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please blackout any personally identifiable data such as social security numbers. For further information please contact us at: ***************. The State of Washington is an equal opportunity employer. Persons with a disability who need assistance in the application process or testing process, or those needing this announcement in an alternative format, may call **************. TTY users should first call 711 to access the Washington Relay Service. You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization. If you have any questions regarding this announcement, program, or the agency please contact April Elias at ******************.

Keywords: State of Washington Dept of Labor Industries, Kennewick , LI Customer Service Specialist 3, Hospitality & Tourism , Kennewick, Washington

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