Customer Service Specialist 4

State of Washington•King County – Renton, WA

1d•Hybrid

About The Position

The Washington State Department of Transportation (WSDOT) is seeking a Customer Advocate Lead in Renton, WA to support the Good To Go! tolling program. This position will handle customer service issues and escalations or inquiries via WSDOT headquarters, State Legislature, Attorney General, and other agencies. This position will also serve as the first point of contact for customer inquiries outside of the call center. This position will advise and identify improvements on customer service quality using analysis of customer issues.

Requirements

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.
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.
Ability to identify opportunities to improve processes or workflows.
Proven skill in producing accurate, concise, and professional correspondence, reports, and other documents that meet agency standards.
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.
Ability to de-escalate and communicate with potentially hostile or angry customers.
Have strong problem-solving skills to resolve customer inquiries, complaints, etc.
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.
Proficiency in Microsoft Office, Adobe Acrobat, and document management systems, with the ability to efficiently create, manage, and securely share project documentation.
Strong ethical standards of conduct, integrity and honesty, and the ability to apply sound judgment when making decisions.
Strong commitment to safeguarding sensitive and confidential information in accordance with legal, ethical, and agency standards.
Actively demonstrates a commitment to learning and growth.
Demonstrates a willingness to take action to meet the needs of others.

Nice To Haves

Experience with electronic toll collection systems and tolling technology.
Familiarity with the Good To Go! Tolling program, billing and toll enforcement.
Knowledge of adjudication & collection practices, with the ability to support ongoing efforts, and identify risks or discrepancies.
Experience applying Lean methodology principles to eliminate waste, improve efficiency, and enhance value for customers.
Experience with contact center operations and management tools.
Experience of contact service performance metrics and high-level reporting practices.
Knowledge and familiarity with WSDOT's agency goals, as well as Washington State Rules and Regulations.
Lean Six Sigma Green belt certification.

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 customer as needed through phone or in writing in a professional manner.
Assist 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.
De-escalate and communicate with customers who may be hostile or angry.
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.