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Company Name : State of Washington Dept. of Labor & Industries
Location : Kennewick, WA
Position : L&I Customer Service Manager
Job Description : 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 (2021) 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 their work-life balance by encouraging flexible schedules. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington’s 3.3 million workers. Learn more about L&I, the employer of choice.
Per Governor Inslee’s Proclamation 21-14 (Download PDF reader) (Download PDF reader), state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact April Sharp (she/her/hers) at elib235@lni.wa.gov if you need information on medical or religious accommodation.
We are looking for an experienced manager to lead, motivate, inspire and develop other leaders, with the goal of helping the agency provide exceptional public service to the citizens of Washington.
THE TEAM:
This position is part of Labor and Industries’ Region 5 which is made up of four office locations located in East Wenatchee, Moses Lake, Union Gap and Kennewick. The region is managed by a Regional Administrator, who this role reports to. This position manages the Customer Service Program in the region and works closely with each office’s Office Manager/CSS4 and their teams.
THE ROLE:
As the Customer Service Manager (CSM) for Region 5, through the Regional Administrator, you will coordinate the overall operations of the Customer Service Program in the entire region. This includes managing CSP staff, budget, property management, contracts and policy development and implementation.
You will work together and collaborate with other Customer Service Managers across the state to design and manage all aspects of the Customer Service Program. In this role you will be responsible for preparing and monitoring the region’s customer service implementation plans, develop and implement quality customer service training, provide consultation and facilitate problem resolutions.
As the Customer Service Manager, you will assist the agency’s customers to conduct their business and understand their rights and responsibilities by providing courteous, accurate, timely and consistent service. This position is critical in supporting the agency’s 5 goals.
The vaccine mandate applies to all employees regardless of teleworking status. This position works directly with staff in various field offices through the state. Due to the nature of this position’s work, the incumbent of this position will be expected at times to telework, report to work at an L&I duty station office and report to other L&I field offices. The Duty station for this position is Kennewick, Washington.
Duties
Some of what you’ll do:
Manage Regional Customer Service Program:
Direct, plan, organize and coordinate the delivery of services by staff of the Customer Service Program in Region 5 Service Locations.
Develop performance expectations, employee training and development plans.
Ensure cash control policies are being followed and agency funds received are safeguarded. Manage 24/7 building emergency contacts and the Business Continuity Plan in coordination with regional safety and health.
Manage Regional Facilities:
Manage the overall operation facilities and coordinate all facility issues including current and future space allocation, contracts and budget impacts.
Ensure the building components and equipment are operating or repaired as required.
Program Performance:
Develop and implement performance measurement systems and workload indicators to determine resource allocation and program needs.
Conduct surveys and analyses of customer experiences to determine the effectiveness of the program, identify gaps and initiate improvements.
Program Development:
Determine strategies for the development of procedures affecting the region’s customer relations and counter services.
Collaborate on the implementation, training and public education of all department initiatives affecting the Customer Service program.
Qualifications
REQUIRED:
A bachelor’s degree plus at least one year of experience providing assistance to customers regarding inquiries, complaints or problems
OR
Equivalent years of experience providing assistance to clients and/.or customers regarding complaints or problems to substitute year for year of education.
DESIRED:
At least two years’ experience as a supervisor or manager.
Experience managing, coaching and mentoring supervisors and staff for personal and professional growth and development.
Knowledge of management principles including: development and implementation of policies, procedures and budgets, team-building, negotiation, personnel management, oral/written communications and leadership.
Ability to calmly and efficiently address complex and/or conflicting issues with short time lines. Prioritize, analyze and independently make management decisions on regional customer service issues.
Experience working with LEAN and /or other continuous improvement methodologies.
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 address the mandatory and desirable qualifications described in the announcement
Please include the following documents with your application:
A letter of interest describing specific qualifications.
A current resume detailing applicable experience and education.
A list of at least three professional references with current telephone numbers.
DO NOT attach or place any information about your vaccination status, including listing the Governor Mandate as a reason for leaving employment, within the application, resume, or cover letter. If you do, we will reject your application. If we reject your application, we are doing so to safeguard others from receiving your confidential information. You will need to remove the confidential information before you can apply again.
Other Information:
Offer of hire is contingent upon completion of a background check that includes a criminal record history review.
Positions requiring travel must have a valid unrestricted driver’s license and must be insured if driving a privately owned vehicle on state business.
This position is represented by the Washington Federation of State Employees (WFSE).
Candidates who are offered a job with L&I must possess work authorization which does not require sponsorship by the employer for a visa now or in the future.
The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal Form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
Please note: This announcement may be used to fill multiple permanent and/or non-permanent positions.
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 Jobs@Lni.wa.gov
Diversity, Equity, and Inclusion Employer
Here at Labor & Industries our employees come from all walks of life as do we. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the mission of the agency. Having a diverse workforce is this agency’s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures on how we can provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call (360) 902-5700. 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 Sharp (she/her/hers) at elib235@lni.wa.gov
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