Tuesday, March 10, 2015

Customer Service Specialist-State of WA

State of Washington Dept. of Labor & Industries invites applications for the position of:
L&I Customer Service Specialist 2
SALARY: $2,370.00 - $3,063.00 Monthly
OPENING DATE: 02/26/15
CLOSING DATE: 03/05/15 11:59 PM

This opportunity requires a positive individual with excellent customer service skills. Someone who can apply original thinking in approach to job responsibilities; who can improve processes, methods, systems and services; and who can identify novel approaches for completing work assignments. If you are an effective communicator with ability to assist customers over the phone, possess strong critical thinking, have a very strong ability to multi-task and wants to work on a small collaborative team, this job is for you.

You’ll work with customers over the phone. You must understand and know how to explain policies and rules to our customers. You’ll provide guidance and information regarding proper completion of required forms and reports and how to submit them to the Elevator Program.
Some of what you'll do

As the first point of contact for the Elevator Program, you will assist customers by providing them with billing and status information regarding their conveyance(s) found in our L&I electronic Conveyance Management System (CMS).
Heavy phones calls in a fast paced environment.
Process and maintain internal accounts receivable and collections processes.
Independently resolve customer problems by identifying the issues using critical thinking skills.
Assess customers request for debt reduction or waiver of debt for validity of request and communicate in writing outlining the programs decision based on a matrix as established in the Elevator Program business rules.
Receive, research and generate civil penalties.
Receive and process customer appeals of civil penalties assessed and/or actions taken by the department.
Receive, research and assess customer requests for waiver of penalties.
Assess customer requests for extensions of time to complete corrections based on a matrix as established in the Elevator Program business rules.
Perform repetitious data entry and filing.
Process incoming and outgoing inspection reports.
Follow up with customers via email, telephone, US Mail or facsimile.
Pull up and review conveyance files in CMS and financial information using the Front Counter application for information to use when answering phone calls from building owners, owner contacts and elevator companies.
Assist customers primarily by phone to file appropriate paperwork and to understand Elevator RCW’s, WAC’s and policies.
Enter, log, and maintain information in the database (CMS). Verify information, identify incorrect documentation and request corrections.
Provide information and assistance to customers on form completion procedures and the review and approval process.
Provide information and assistance to customers on invoice questions and discrepancies.
Perform duties in a fast-paced work environment that is ever changing, with competing priorities, multiple interruptions, and at times stressful.
Prepare files, photocopy documents, stamp incoming mail and distribute, prepare outgoing correspondence, and retrieve voice mails.
Participate in cross-training and support for other Customer Services Specialist 2 jobs.

Who should apply
Customer service professionals with 2 years recent experience providing direct assistance to customers regarding inquiries, complaints or customer service issues. You should have a proven ability to work with customers who at times may be upset regarding billing inquiries and disputes. Education could substitute year-for-year for customer service experience.
What we are looking for
Patient individuals with exceptional customer service skills and proven ability to effectively handle complex and difficult situations.
Strong communicator, verbally and in writing, able to defuse and address customer conflicts complaints.
Someone who can apply innovative and original thinking skills in their approach to their job to help improve processes, methods, systems or services to the customer both internal and external.
Someone with working knowledge of basic collections processes and procedures.
Someone with excellent research skills using proven internet resources and who has
the ability to use and identify other innovative sources of information as well.
Individuals who can use both established procedures and out-of-the-box thinking skills to independently manage a demanding workload on a daily, weekly and monthly basis.
Type 40 words per minute, net speed.
Attention to detail and accuracy; skilled reviewing written information, correcting errors and omissions.
Proficient in using Microsoft Word, Excel, Outlook and proven knowledge or ability to learn agency specific software and databases for research and data collection.
Excellent critical thinking and reasoning skills.
Excel in fast-paced work environment, able to deal quickly with rapidly changing situations and competing priorities, remaining professional in stressful situations.
Work collectively and collaboratively in a customer centered small team focused environment.
Skilled answering telephone calls, assisting customers, transferring calls and taking messages.
Consideration will be given to complete applications with attached resume and Letter of Interest.
Your Letter of Interest will concisely describe how you have “What We’re Looking For” outlined above.

This job announcement may be used to fill multiple vacancies
Employees driving on state business must have a valid driver’s license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
Prior to any new appointment into L&I a background check, including criminal record history, will be conducted.
To apply, follow the "Apply" link above
Jobs advertised as Open Continuous will be closed without notice. It is to your advantage to apply quickly.
Only complete applications will be considered. Be sure to answer all supplemental questions.
We’re looking for evidence that you have the skills, experience, and abilities indicated in this announcement. Information you provide will be used for deciding who'll be selected for the next step in our process.

For more information about the Department of Labor & Industries visit: http://www.lni.wa.gov/
Contact us at: Jobs@LNI.wa.gov

Persons with a disability, who need assistance in the application process, or those needing this announcement in an alternative format, may call (360) 902-9152. Applicants that are deaf or hard of hearing may call through the Washington Relay Service at 7-1-1.

The State of Washington is an Equal Opportunity Employer