L&I CUSTOMER SERVICE MANAGER

Job Title

Manage operations of the Customer Service Program (CSP) in three service locations (Everett, Mount Vernon, Bellingham) for the Department of Labor and Industries. This includes managing CSP staff, budget, property management, contracts and policy development and implementation. Working with Customer Service Managers across the state, design and manage all aspects of the CSP, prepare and monitor the region customer service implementation plans, develop and implement quality customer service training, provide consultation and facilitate problem resolution.
Duties

Some of what you'll do:
Direct, plan, organize and coordinate the delivery of services by staff of the Customer Service Program. Develop and implement customer service strategies. Plans procedures and methods for service delivery, currency management, training and computer technology for the program.
Supervise Office Managers with overall responsibility for 20 or more support staff. Ensure that Office Managers fulfill the duties of maintaining day-to-day operations of each service location. Develop performance expectations, employee training and development plans. Ensure cash control policies are being followed and agency funds received are safeguarded. Facilitate problem resolution above the Office Manager level. Responsible for ensuring that Customer Service Program staff work in a safe manner. Coordinate and communicate with leadership teams and safety committees regarding customer service operations and facilities issues.
Manage the overall operation of facilities and coordinate all facility issues including current and future space allocation, contracts and budget impacts.
Develop and implement performance measurement systems and workload indicators to determine resource allocation and program needs.
Work with key department personnel to design and implement cash control systems for managing the daily receipt of money in field locations. Work with Customer Service Manager peers to ensure program staff deliver consistent, appropriate and valuable service to customers within the region and statewide. Determine strategies for the development of procedures affecting the region's customer relations and counter services. Collaborate with program managers and staff on policy development, implementation, training and public education on all department initiatives effecting the Customer Service program. Participate as a team member on agency projects. And so much more!!
Qualifications

Required:
Position typically requires a bachelor's degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Desired:
Experience collaborating as a manager with other managers, excellent communication skills, and experience managing a facility. Able to manage a team in an environment governed by statutes, contracts, government or business applications.
Supplemental Information

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.
At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.
For this position, the duty station may be any of our L&I offices in Washington State, you must be able to go into the office as needed or requested.
To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.
We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.
Please include the following documents with your application:
A cover letter describing specific qualifications.
A current resume detailing applicable experience and education.
A list of at least three professional references with current telephone numbers.
Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at: Hiring Process at L&I . If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice: Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other information: For positions requiring travel, you must have a valid unrestricted driver's license and have insurance 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 that 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 employment eligibility verification 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: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Applicants wishing to claim Veterans Preference should attach to their application 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. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's Jobs@lni.wa.gov .
L&I employees come from all walks of life. 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.
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 job posting, program, or the agency, please contact April Sharp.