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Customer Service Specialist

Company: State of Washington
Location: Olympia
Posted on: January 15, 2022

Job Description:

Customer Service Specialist (CSS2)



Per Governor Inslee's Proclamation 21-14.1 , state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified upon hire. Please reach out to marikab@omwbe.wa.gov if you need information on medical or religious accommodation.

A model for exemplary service, the Office of Minority and Women's Business Enterprises (OMWBE) promotes equity in how Washington State spends its resources by eliminating barriers to equitable participation in public spending. To accomplish our mission, the OMWBE certifies small businesses owned and controlled by Black, Indigenous, People of Color (BIPOC), women, and other disadvantaged persons and works with the state's purchasing and contracting community to provide education throughout the state. The results are positive impacts in the community that lend to a better economy and strengthen the resilience of families and ultimately improving the overall quality of life.

Who we are looking for:

OMWBE is looking for a dynamic individual to support the mission of OMWBE by providing customer service and administrative support to the Certification and Compliance unit, as well as serving as the initial interaction point with business owners applying for certification. This position is critical to the Certification and Compliance unit in assuring compliance with federal timelines and assisting with the administrative processing of certification applications, as well as providing consistent customer support.



OMWBE values a lean organizational culture that emphasizes coaching and mentoring to intentionally practice the following: listening, humble inquiry, suspending assumptions, and supporting, encouraging, appreciating, and inspiring staff and customers. This position will be one of the key in-office staff members (serving as in a back up role to OMWBE's Administrative Assistant when necessary) with a public-facing role, and as such will be responsible for continuing to cultivate a culture of action around customer service and maintaining customer satisfaction and engagement. by providing exceptional, high-level customer service and administrative support to the agency.

This position is a predominantly telework eligible position who will need to work from the office occasionally if the Administrative Assistant is not available.

If you are ready to make an immediate impact, please apply now!

OMWBE is anemployer of choice because we:

* Champion employee diversity and inclusion;
* Provide a modernized office environment;
* Support mobile work practices and flexible/alternative work schedules;
* Promote and encourage access to the Employee Assistance Program;
* Provide an Infant in the Workplace program;
* Incentivize employees who use alternate transportation;
* Offer the state-wide total compensation package, including transparent and fair salary schedules, excellent and affordable health insurance options, free dental insurance, solid retirement benefits, vacation, leave, and holiday policies

Some of what you will enjoy doing:

* Respond to and independently resolve customer inquiries related to payments, renewals, the certification application process, and the certification application system;
* Provide administrative support for the unit (i.e. process incoming and outgoing certification mail, receive/process/log application payments, process application refunds, and send/track certified letters);
* Manage the certification application intake process (i.e. accept and return applications, contact applicants directly when appropriate, create certification processing records, process application payments, and send out notifications in the application system);
* Manage applications with pending fees (i.e. contact applicant, return application, log and track data, close applications as appropriate);
* Prescreen certification applications and accept, return, or contact customers as appropriate;
* Assign certification applications to Certification Analysts and track assignment data;
* Manage the renewal and preliminary decertification process (i.e. export system reports, notify non-responsive businesses of decertification, mail certified notices, track letters, and log data);
* Complete non-responsive final decertifications (i.e. export system reports, process decertification, log data in application system);
* Follow up with businesses that do not submit an application fee and take appropriate actions to prompt or decertify the business;
* Request and respond to requests for Interstate certification site visit reports;
* Distribute technical assistance messages (phone, email, system, in-person) to appropriate staff and log data;
* Provide ongoing reports to Certification Analysts regarding outstanding additional information requests and work with Analysts to address outstanding issues;
* Provide consistent and current updates to USDOT regarding denied/decertified firms;
* Manage the certification appeal process (i.e. receive and take appropriate action).

Required Qualifications:

* High school diploma or equivalent AND employment in a role requiring customer assistance involving strong analytical skills, critical thinking, problem-solving skills, oral and written communication, teamwork and collaboration.

OR

* 2 years as an Administrative Assistant 2.

AND

* Written Communication skills: Ability to compose clear and concise written communications. Organizes information logically. Uses plain talk writing to ensure the intended audience understands the material. Creates effective written documentation in a short amount of time.
* Verbal Communication skills: Ability to explain complex technical information using plain talk. Displays active listening techniques. Is open to other viewpoints. Demonstrates patience while listening to others and avoids interrupting. Asks clarifying questions. Organizes thoughts to convey message to intended audience.
* Problem Solving skills: Ability to identify and find solutions to difficult or complex issues.
* IntermediateWord and Excel skillsand Cloud based software to input data and extract reports.
* Ability to work with a high level of independence and function effectively in a proactive manner;
* Positive, compassionate, and enthusiastic work attitude;
* Active listening skills;
* Ability to work with a high level of independence and function effectively in a proactive manner;
* Emotional Intelligence: Ability to understand, use, and manage emotions in positive ways which enhance relationships through communication, empathy, resilience, and humility to enhance relationships.
* Ability to demonstrate and uphold the values of OMWBE.

The most successful applicants should also possess the following competencies (desired qualifications):

* Bilingual.
* CDP (or equivalent).

You must provide the information below; failure to do so may result in not being considered for this position:

* A letter of interest to describe why you are the best candidate and how you meet the specific qualifications for this position;
* Current resume;
* A current list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)

By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed.



The State of Washington celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

OMWBE values diversity, equity and inclusion and we believe that diverse communities must be centered in the work we do. We want all candidates to know that in addition to finding internal support there are several state resource groups in which to join and find support. These groups include, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, and Washington Immigrant Network.

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 organization.

Per Governor Inslee's Proclamation 21-14.1 , state employees must be fully vaccinated no later than October 18, 2021. Your vaccine status will be verified upon hire. Please reach out to marikab@omwbe.wa.gov if you need information on medical or religious accommodation.

Persons with a disability, who need assistance with their application or need this announcement in an alternative format, may call (360) 664-1960 or toll free (877) 664-1960. TTY users should first call 711 to access the Washington Relay Service.

Should you have any questions regarding this position or the online application, contact Amanda Moore, amandamo@omwbe.wa.gov or 360-664-9753.

Keywords: State of Washington, Olympia , Customer Service Specialist, Hospitality & Tourism , Olympia, Washington

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