Customer Service Specialist 2 (Fleet)

State of Washington • Thurston County – Olympia, WA

4d • Onsite

About The Position

This role supports the agency's mission of providing innovative and cost-effective solutions to agency customers. The specialist will independently resolve complaints, inquiries, and customer service problems related to daily rental operations and fuel cards. Responsibilities include assisting with coordinating the online rental and deployment of automated key-box systems, entering new operators into Fleet Operations computer systems, serving as the primary contact for shared phone line coverage, resolving customer concerns related to Fleet Operations, and assisting with coordinating automated key-box installations to ensure daily rental services run smoothly for fleet customers.

Requirements

• Four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• An associate’s degree AND Two years of customer service experience; providing assistance to customers regarding inquiries, complaints, or problems.
• A Bachelor’s degree
• Must possess a valid driver’s license under Washington state law and maintain a driving record that is free from serious traffic violations.
• Excellent interpersonal and communication skills and the ability to tactfully deescalate tense customer service situations while staying professional.
• Proficient using Microsoft Office products, such as Word, Excel, and Outlook.
• Accountability: Accept personal responsibility for the quality and timeliness of work. Recognize how your quality and timeliness of produced work may impact the work produced by others. Can be relied upon to achieve excellent results with little need for oversight. Effectively organize multiple assignments, sometimes of a complex nature of involving competing priorities, to produce work products and services that are accurate, thorough, and on time. Diligently attends to details and pursues quality in accomplishing tasks. Identifies and corrects errors in calculations, catching discrepancies early to avoid bigger issues, and consistently produces work that meets high standards of accuracy.
• Adaptability & Flexibility: Able to successfully adapt approaches, goals, and methods to changing business needs, conditions, and work responsibilities to achieve successful results in dynamic situations.
• Customer focus: Understands customer needs and expectations and actively engages in meeting them. Talks about public service responsibilities and how actions impact customer satisfaction. Regularly follows up to ensure customer needs are fully addressed and shares customer service lessons to improve both internal and external success. Participates in quality improvement processes, focusing on enhancing customer service and overall satisfaction.
• Ethics and Integrity: Maintains confidentiality, keeps promises, and advocates for ethical behavior. Uses public funds and resources responsibly, protects private information, and avoids misrepresentation for personal gain. Consistently does what is right, even when no one is watching, and encourages others to uphold these standards.
• Fiscal Accountability: Handles public funds and resources responsibly and accurately by following fiscal guidelines, regulations, and standards. Processes financial transactions, commits fiscal resources, and prepares documents such as invoices and vendor payments with precision and attention to detail. Maintains and updates record-keeping systems to safeguard funds and prevent theft or misuse. Monitors budgets to ensure critical costs are covered, seeks ways to save money without cutting corners, and accounts for resources thoughtfully by weighing alternatives and their benefits.
• Results-Oriented: Drives impactful results by fostering a culture of continuous improvement and making data-informed decisions. Stays focused on goals, spots obstacles or opportunities quickly, and handles challenges with flexibility and determination. Solves problems with practical solutions and stays on track with deadlines and productivity standards. Creates a safe environment for experimentation while eliminating barriers to equity and advancing organizational goals. Understands how government works—like budgets, laws, interest groups, and the media—and uses that knowledge to tackle complex issues and make decisions that benefit the public. Meets productivity standards, deadlines, and schedules, ensuring customer satisfaction and organizational success.
• Safety: Maintains a safe and efficient work environment by adhering to agency safety policies and standards, organizing workspaces to reduce risks, and using personal protective equipment as needed. Follows safe practices when working, driving, or operating tools, machines, and vehicles as applicable. Understands the functions and limitations of equipment, ensuring proper setup, calibration, and maintenance. Conducts regular inspections, promptly addresses malfunctions, and ensures equipment is operational and used only for its intended purpose. Reports injuries, accidents, or hazards to management and ensures they are investigated or reviewed to prevent future incidents.
• Models and Champions, our Culture and Values: Leads by example, earning trust and respect through honesty, authenticity, transparency, and professionalism. Cultivates an inclusive environment by fostering relationships with people of all backgrounds, including different sexual orientations, gender identities, abilities, and racial, ethnic, and cultural groups. Demonstrates respect, support, and integrity in every action, championing the organization’s culture and values to create a welcoming and collaborative space for all.
• Communicates Effectively: Communicates clearly and effectively in speaking and writing. Uses professional phone etiquette, gives engaging presentations, and writes clear, accurate documents. Checks work for errors and clarity, answers questions, and creates reports with useful data. Persuades and negotiates to achieve goals and generate interest. Keeps everyone informed with complete and accurate information, sets clear expectations, and ensures communication supports the organization's goals.
• Diversity Equity and inclusion (DEI) Incumbents to this position must possess and demonstrate the following Competencies: Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace. Demonstrate a commitment to growth, learning, and self-awareness when provided training and opportunities to participate in improving our work environment. Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment. Demonstrates the understanding that all people are valued; contributes to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community. Committed to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization.

Nice To Haves

• One (1) year of work experience in the field of vehicle rentals; making reservations, dispatching vehicles, etc.
• One (1) year of experience providing service for an automated key box reservation system, including advising customers related to user errors, resolving software or hardware issues, and installing hardware for the key boxes.
• Has experience multi-tasking and can stay organized while working with little supervision.

Responsibilities

• Serves as primary support for incoming phone calls, customers, and a shared dispatch email inbox.
• Provides prompt solutions and corrective actions for customer concerns received by phone, email, or in-person.
• Escalates customer service issues to the supervisor within 24 hours.
• Creates and maintains vehicle and customer records in Fleet Operations computer systems.
• Works with Customer Account Representatives to reconcile records.
• Monitors the daily rental reservation board and takes action on errors.
• Installs, services, or updates hardware related to automated key box systems.
• Orders, cancels, and maintains Fleet and Department of Transportation fuel cards.
• Maintains a log of actions taken related to fuel cards.
• Conducts research to determine the reasons for card replacements.
• Educates drivers on how to use relevant cards.

Benefits

• Background Check Notice: Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant's suitability and competence to perform in the position.
• Opportunity for All: The Department of Enterprise Services 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. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree