Description

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus; One L&I; Respect; Diversity, Equity, and Inclusion; Learning and Growth; and, Reliability.

This opportunity is only open to internal candidates at this time and is scheduled to last 12 months.

Manage operations of the Customer Service Program (CSP) in three service locations (Everett, Mount Vernon, Bellingham) for the Department of Labor and Industries. This includes managing CSP staff, budget, property management, contracts and policy development and implementation. Working with Customer Service Managers across the state, design and manage all aspects of the CSP, prepare and monitor the region customer service implementation plans, develop and implement quality customer service training, provide consultation and facilitate problem resolution. The Customer Service Manager enables the agency's customers to conduct their business and understand their rights and responsibilities by providing courteous, accurate, timely and consistent service. This position is critical in supporting the agency’s 5 goals.

Duties

Some of what you’ll do:

• Manage Regional Customer Service Program
• Direct, plan, organize and coordinate the delivery of services by staff of the Customer Service Program.
• Develop and implement customer service strategies.
• Plans procedures and methods for service delivery, currency management, training and computer technology for the program.
• Supervise Office Managers with overall responsibility for 20 or more support staff.
• Ensure that Office Managers fulfill the duties of maintaining day-to-day operations of each service location.
• Develop performance expectations, employee training and development plans.
• Ensure cash control policies are being followed and agency funds received are safeguarded.
• Facilitate problem resolution above the Office Manager level.
• Responsible for ensuring that Customer Service Program staff work in a safe manner.
• Coordinate and communicate with leadership teams and safety committees regarding customer service operations and facilities issues.
• Manage Regional Facilities
• Manage the overall operation of facilities and coordinate all facility issues including current and future space allocation, contracts and budget impacts.
• Program Performance
• Develop and implement performance measurement systems and workload indicators to determine resource allocation and program needs.
• Program Development
• Work with key department personnel to design and implement cash control systems for managing the daily receipt of money in field locations.
• Work with Customer Service Manager peers to ensure program staff deliver consistent, appropriate and valuable service to customers within the region and statewide.
• Determine strategies for the development of procedures affecting the region's customer relations and counter services.
• Collaborate with program managers and staff on policy development, implementation, training and public education on all department initiatives effecting the Customer Service program.
• Participate as a team member on agency projects.
• And so much more!!

Qualifications

REQUIRED: Experience will substitute year for year, for education. Position typically requires a bachelor’s degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems.

Required Equity Competencies: (For a full list, please request the PDF (Position Description Form) The ability to take action to learn and grow. The ability to take action to meet the needs of others.

DESIRED: Experience collaborating as a manager with other managers, excellent communication skills, and experience managing a facility. Able to manage a team in an environment governed by statutes, contracts, government or business applications.

Supplemental Information

Things You Need To Know To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules. State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career. Click on the “Benefits” tab to learn more. At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

For this position, the duty station may be any of our L&I offices in Washington State, you must be able to go into the office as needed or requested. To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement. Please include the following documents with your application: A cover letter describing specific qualifications. A current resume detailing applicable experience and education. A list of at least three professional references with current telephone numbers. Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at: Hiring Process at L&I.

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Background Check Notice

Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other information

For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business. This position is represented by the Washington Federation of State Employees (WFSE). Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment. Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know?

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers.

For further information

If you have any questions regarding this job posting, program, or the agency, please contact April Sharp.