Customer Service Specialist 4

About the role

The Customer Advocate Lead position supports the Good To Go! tolling program at WSDOT in Renton, WA. This role handles customer service issues and escalations, serves as the first point of contact for customer inquiries, advises on improving customer service quality, and assists in preparing plans and reports.

Responsibilities

• Independently research and resolve customer problems.
• Research customer accounts and/or state policy.
• Draft customer responses for final review by Toll Division Management.
• Reach out to customers as needed through phone or in writing in a professional manner.
• Aid management in preparation of plans, messaging, presentations, summaries, recommendations, and progress or special reports.
• Track emerging issues and help identify cause, communicate trends, participate in troubleshooting.
• Identify and recommend policy changes to improve customer experience.
• Create, develop, and maintain tools to resolve customer questions and concerns.
• Provide technical advice and support in verbal and written format.
• Ensure appropriate internal and external communication and coordination is accomplished both within the operations team, Toll Division, WSDOT and other external entities as directed by the Customer Service Manager.

Qualifications

• Relationship Management & Collaboration: Demonstrated ability to build, maintain, and strengthen effective working relationships with internal teams, consultants, stakeholders, and subject matter experts to resolve issues and achieve project objectives.
• Communication & Professional Correspondence (Written, Verbal & Technical): Strong ability to communicate technical and policy related information clearly and effectively through written, verbal, electronic methods, and visual formats tailored to diverse audiences, including non-technical stakeholders.
• Process improvement & Initiative: Ability to identify opportunities to improve processes or workflows.
• Documentation & Professional Writing: Proven skill in producing accurate, concise, and professional correspondence, reports, and other documents that meet agency standards.
• Workload Management & Adaptability: Demonstrated ability to independently prioritize and manage multiple competing assignments, adapt to changing priorities, and meet deadlines while maintaining quality and compliance. Ability to independently identify a need and put together increment steps to implement a change.
• Conflict Management and Resolution experience: Ability to de-escalate and communicate with potentially hostile or angry customers. Have strong problem-solving skills to resolve customer inquiries, complaints, etc.
• Teamwork & Independent Work: Ability to effectively contribute as part of a multidisciplinary team while also working independently with minimal supervision. Exercise good judgement, resolve problems and make decisions with few prescribed or established approaches.
• Digital Tools & Information Management: Proficiency in Microsoft Office, Adobe Acrobat, and document management systems, with the ability to efficiently create and maintain digital tools.