Customer Service Specialist 2

State of Washington • Thurston County – Other, WA

17h • Hybrid

About The Position

The Customer Service Specialist 2 (CSS2) is responsible for providing a variety of customer service and support functions within the Professional Development & Response section of the Fire Protection Bureau, including the Basic Firefighter Training reimbursement, firefighter certification and fire resource mobilization programs. This position acts to independently resolve customer issues within established agency policy and program guidelines. These duties involve the processing of Basic Firefighter Training Reimbursement Contracts. These duties involve the processing of firefighter certification test packages, which includes shipping and receiving of test orders; maintaining the inventory and accountability of written tests and requesting or performing test booklet duplication. This position also assists the section supervisor with gathering data and preparing reports, as well as other support functions within the section, division, and bureau. Standard business hours are Monday – Friday, 8:00 a.m. to 5:00 p.m. The incumbent may be expected to adjust the work schedule to meet the agency’s business needs. A flexible work schedule will be considered, at the incumbent’s request, subject to supervisory approval. The incumbent is currently approved for a 7:30 a.m. to 4:30 p.m. shift. Response to the field may require extended hours outside of the normal work schedule, including overtime. The incumbent is assigned a 9/80’s schedule, alternate Monday’s as RDO.

Requirements

• High school diploma/ GED
• Two years of experience providing customer service either in person by telephone, or email
• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

Responsibilities

• Provides professional customer service to eligible agencies with Basic Firefighter program guidelines and applications.
• Develops and tracks Basic Firefighter Reimbursement contracts and payments.
• Assists supervisor in marketing Basic Firefighter Reimbursement Program.
• Provides professional customer service and guidance on testing requirements, processes, and timelines to test requestors.
• Processes requests for written firefighter certification examinations and returned test packets.
• Provides clerical support to the section and its assigned programs.

Benefits

• flexible schedules
• telework options
• Infants at Work Program
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED