L&I Customer Service Specialist 4

State of Washington•Thurston County – Tumwater, WA

7d•Hybrid

About The Position

As the Customer Service Specialist 4 for the Prevailing Wage Program, you’ll serve as the supervisor for the Prevailing Wage Program’s customer service unit and handles complex customer problems that are beyond the scope of the Customer Service Specialist levels. This position 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. In this role, you’ll act as a liaison to other departments, agencies, and consult with appropriate management regarding customer service requirements. This position independently conducts routine investigations, or assists technical specialists with investigations, research and other activities in accordance with the prevailing wage laws enforced by the program.

Requirements

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

Nice To Haves

Two years of experience providing clerical or customer service support
The ability to multi-task in a professional fast-paced, high call-volume work environment
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

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
Provide information to customers on how to ensure contractors are registered in the Contractor Registration Information System (CRIS), apprentices are registered in the Apprenticeship Registration & Tracking System (ARTS), and on the PWIA system to file Intents and Affidavits
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.