Customer Service Specialist 4 Customer Service Supervisor/ Public Protection Support Services

State Of Washington Olympia , WA 98513

Posted Yesterday

Description

The Department of Licensing has an opportunity for a customer service supervisor who supports our purpose of helping every Washington resident, live, work, drive and thrive. If this purpose speaks to you and you are interested in providing excellent leadership, customer service, technical assistance, and support by supporting an excellent team providing support to the public, then we want to hear from you! Our work supports the public, other departments and state agencies to enforce regulations and protect the public's health, safety and welfare.

Please Note:-

This is a non-permanent position. We anticipate the position will last approximately 12 months however, non-permanent appointments may be extended or ended with one day notice.

What our Customer Service Specialist 4 will do:

In this role as a supervisor in the Public Protection Services Section (PPSS) within the Business and Professions Division (BPD) you will be responsible for co-supervising the licensing programs for security guards, private investigators, bail bonds and firearm records.

You will be hiring customer service specialists, training, coaching, mentoring, assigning, reviewing and evaluating work performance, providing expectations and guidance in all customer service operations. You will also be advising and assisting staff, handling complex inquiries and complaints via phone, in person or through written communication of regulatory requirements and/or procedures and ensuring customer's records are accurate and in compliance with federal and state requirements, and maintaining confidentiality of all information. You will recommend process improvement changes and interact with a variety of internal and external staff and stakeholders, including public agencies, courts, law enforcement agencies, firearms dealers and industry associations.

The Department of Licensing is committed in creating a climate of diversity, equity, and inclusion. We are looking for a customer service professional with supervisory experience who is interested in developing, planning, leading and prioritizing workloads of a high functioning team who enjoys working with laws, rules and policies in a regulatory environment. As a leader/supervisor in the team, you will act as a role model providing excellent customer service and consumer protection by ensuring licensees are qualified, competent and in compliance with laws & regulations and to ensure accurate and efficient recordings of firearm records.

Our ideal candidate must be comfortable working in a team applying human resource practices, and must have strong verbal and written communication skills to help foster an environment of inclusion, positivity, and customer focus.

If this is your area of expertise and interest, we encourage you to apply!

Required qualifications:

Applicants who possess the following qualifications may be referred to the hiring manager:

  • Four years' experience providing assistance to customer regarding inquiries, complaints, and problems.

  • Two years' experience supervising staff including training, assigning, reviewing, assigning work, corrective action and monitoring leave.

Preferred qualifications:

Applicants who also possess the following may receive additional consideration by the hiring manager:

  • Experience interpreting laws, regulations, rules, policies and law codes.

  • Knowledge of administrative law and legal processes. Experience in employment type background check procedures and policies of WSP and the FBI.

  • Associates Degree and four (4) years' full-time experience providing assistance customers regarding inquiries, complaints, and problems.

OR

  • A Bachelor's degree AND two years of progressive experience providing assistance to customers regarding inquiries, complaints, or problems

OR

  • Equivalent experience providing assistance customers regarding inquiries, complaints or problems.

Make a difference. Join our team!

Our purpose: "Helping every Washington resident live, work, drive, and thrive."

Our values: Trust, Respect, Diversity, Equity, and Inclusion

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, and veterans.

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washingtonians and collect nearly $3.3 billion in taxes and fees annually.

We know our services are essential to our customers' ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equal and meaningful access to our services.

We serve all the people of Washington State with pride and are developing the systems and standards necessary to achieve better outcomes for all of our residents. Come join us in changing the way government delivers services, and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

Click here for more information about our agency culture and diversity, equity, and inclusion plans; and to learn about the many additional benefits we offer!

Union Inclusion

This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE). For membership questions, contact the local Union Representative.

How to Apply:

To apply and be considered for this position, complete the four required steps below. Only applicants who demonstrate they are able to follow directions and submit a complete application packet will be considered. This includes attaching all required documents.

  • Step 1: Select the large Apply button at the top of this job announcement. If you haven't already done so, you will need to create an applicant profile.

  • Step 2: Ensure the work history section of your applicant profile is current and thorough, clearly stating how you meet the qualifications above.

  • Step 3: Upload and attach the following documents to your applicant profile: 1.

    Letter of interest, 2. Current resume, and 3. a list of three professional references including name, title and current contact information (additional references are accepted).

You are welcome to include the name and pronoun you would like to be referred to as in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

If you have any questions or need assistance completing the application process, contact the recruiter listed below prior to when this job posting closes AND before you submit your application.

Special Notice:

To take advantage of veteran's preference, please do the following:

  • Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to HRRecruit@dol.wa.gov

  • Use a subject line of "VET for BPD CSS 4 PPSS 19-070"

  • Include your name as it appears on your application in careers.wa.gov

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to six months.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

Contact Us:

For inquiries about this position, please contact Anu Rao at 360-902-4061 or email HRRecruit@DOL.WA.GOV. Please reference recruitment number 19-070.



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