L&I Customer Service Specialist 4

About the role

The Customer Service Specialist 4 for the Prevailing Wage Program supervises the day-to-day work activities, monitors workload and staff performance, trains new staff, provides instruction/guidance to internal and external customers and stakeholders, and manages problems within the unit. This position acts as a liaison to other departments, agencies, and consults with appropriate management regarding customer service requirements.

Responsibilities

• Supervise the 8 Customer Service Specialist 2 positions within the program
• Establish office procedures, standards, priorities, goals, and deadlines for the Customer Service unit
• Develop, train, and implement customer service procedures and work methods
• Review individual and unit work for compliance with program policies, procedures, and goals
• Conduct annual performance evaluations and recommend corrective and/or disciplinary actions
• Recruit, recommend selection of candidates, and hire program Customer Service staff
• Provide information to customers regarding the certification process, denial process and the status of Intents and Affidavits certification; and responsibilities under RCW 39.12
• Research and provide assistance to Customer Service Specialists staff when customer issues require a higher level of experience, knowledge, and skills
• Consult with Prevailing Wage technical specialists and program staff on complex multidimensional process/procedure problems
• Communicate with customers via phone to handle complex issues involving interpretation of laws, regulations, policies, and procedures, including non-English speaking customers using language translation services

Qualifications

• High school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
• One year of experience as a Customer Service Specialist 3
• Equivalent education/experience
• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

Desired

• Two years of experience providing clerical or customer service support
• Previous experience working with statutes and regulations and explaining them in a way customers can understand
• The ability to interpret complex laws, rules, and regulations
• The ability to analyze issues involving public works projects
• The ability to prepare written documents, organize facts, arguments, and conclusions in a clear and logical sequence
• The ability to gather, preserve, and present relevant and pertinent evidence
• The ability to exercise mature judgment within a wide variety of public contacts