Customer Service Representative (Program Specialist 2)
State of WashingtonDescription
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Schedule: Monday-Friday, 8 hours per day, 40 hours per week.
Travel: Occasional travel to attend meetings with customers.Who we are:
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.
What you will be doing:
You will work closely with the Print and Mail Services Team as well as Finance and other Divisions of DES being a part of the team that provides a broad range of print and mail services to state, local and tribal government, and qualified non-profit organizations as well as being responsible for customer care, education, and full-service account management. In this position, you will need to be able to be both proactive and responsive to changing customer needs, contributing to a culture of serving as a strategic business partner with a strong focus on building new and strengthening existing relationships.
Duties
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Some of what you’ll enjoy doing includes:
- Serving as the primary contact for state, local and tribal government, and qualified non-profit organizations, offering expert consultation and consistent communication to ensure print project success.
- Providing fiscally responsible guidance, recommending cost-effective solutions that align with customer goals and program capabilities.
- Planning and coordinating print projects for external customers, collaborating with internal teams to manage timelines, specifications, and job progress.
- Tracking incoming requests, verifying job details, and ensuring documentation and quality control measures are complete.
- Identifying and resolving issues, developing strategies that align with both customer needs and program resources.
Qualifications
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REQUIRED:
[OPTION 1]
Four years of customer service experience
[OPTION 2]A combination of education and relevant experience totaling four years.
NOTE:
Relevant experience includes knowledge in printing or mailing services combined with customer support.AND
Proficient in the use of Word, Excel and Outlook.
PREFERRED:
- One year of experience in a production-based facility, offset/digital printing, bindery/mailing facility providing customer service, planning and estimating.
- Must have the ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.
- Skilled at breaking down complex procedures for customers who may not be familiar with technical terms
Equity Competencies
State of Washington Employees contribute to ensuring services, programs, workplaces, and interactions are responsive, respectful, accessible, and effective to the people and communities we serve. Employees are expected to:
- Take action to learn and Grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
- Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.
Supplemental Information
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How to apply:
Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:
- A letter of interest, describing how you meet the qualifications for this position as outlined in the job posting;
- A current resume, detailing experience, and education; and
- A current list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)
NOTE: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not substitute for completing the “duties summary” section or supplemental questions of the application. Please do not “refer to resume” for detail, or your application may be disqualified.Union Inclusion:
This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE).
Washington Fair Chance ActWe are committed to providing equitable access to employment opportunities. If a criminal background check is required for employment at an agency, it will occur only after a conditional offer of employment has been made and accepted.
Applicants are not required to disclose criminal history during the hiring process prior to a conditional offer. Criminal history will not automatically exclude an applicant from consideration and will be reviewed on an individual basis consistent with applicable law and the requirements of the position.
Learn more about the Washington Fair Chance Act: Washington Fair Chance act guide
Opportunity for All:
Washington state celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
Contact us:For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson atjobs@des.wa.gov.
Applicants who are deaf or hard of hearing may call 7-1-1 or 1-800-833-6388 or access the Washington Relay Service.