Customer Service Manager

Job Title

Customer Service Manager

Job Description

Schedule: Monday-Friday 8am-5pm.

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 manage and support the customer service team in all financial transactions for all online sales, public store sales, and priority sales to include: cashiering, billing, banking transactions, etc. You will develop and implement training for the customer service and loadout team, by developing and modeling best practices while ensuring our customers receive excellent customer service. You will understand and support the online auction and public store sales, which directly promotes the program's goal of sustainability and savings while maximizing the useful life of state assets and dollars returned to agencies. You set the overall objectives and resources available for the customer service and load-out teams and develop deadlines, projects, and ensure priorities and assignments are carried out.

Specific responsibilities include:

• Providing coverage for other supervisors as needed in the operation of warehouse work
• Assisting in development of departmental budget
• Selecting, training, and evaluating employees
• Enforcing safety rules and regulations
• Planning work, assigning tasks, maintaining efficiency of staff
• Overseeing team members that operate heavy equipment, sit down and stand up forklifts and has a general understanding of the functionalities, safety and operating procedures
• Representing the program with dignity, integrity, and a sprit of cooperation in all relationships with staff, customers, and the public

Duties

Some of what you'll enjoy doing includes:

• Directs, trains, mentors, and evaluates staff, providing guidance and expertise to resolve complex customer service issues
• Supervises customer service staff, ensuring the effective performance of daily operations within the Surplus Operations Business Office
• Supervises loadout specialist responsible for daily load-out activities and shipping preparation
• Plans, prioritizes, and assigns work to meet operational demands, ensuring workload is balanced and business needs are met
• Monitors performance, reviews work activities and provides coaching and corrective action as needed to ensure quality and efficiency
• Counsels, mentors, and develops employees by supporting performance management, career development, and professional growth
• Develops, implements, and delivers training for other Customer Service Specialists
• Review and authorize daily financial transmittals using the Surplus Request Management System
• Oversees all payment processing for public, online, and sales agency customers, including credit and debit card transactions
• Reviews the balance of daily receipts at scheduled intervals or on an as-needed basis
• Reviews and verifies fiscal reports for accuracy and completeness while investigating and correcting errors to ensure compliance with established procedures and policies
• Oversees the daily closing of online sales invoices and bills of sale
• Maintains quality control and back-end tracking of priority sales across multiple systems
• Ensures compliance with all guidelines and policies for sold or unsold products to uphold the 60-day commitment to our agency customers
• Tracks process efficiencies regarding asset removal to maintain database quality standards within the customer service department
• Provides public notary services as needed
• Serves as a point of contact for state government entities and outward-facing private sector businesses
• Receives, documents, and verifies all incoming titles into the vehicle office
• Collaborates with owning agencies and customer store to solve title issues in accordance with DOL rules, standards, and SOPs
• Conveys DES and DOL standards accurately to all partner agencies
• Oversees and ensures the "Report of Sale" notification is sent to DOL daily for all titled vehicle and equipment sales
• Addresses inquiries regarding surplus policies and regulatory requirements
• Serves as the primary contact between the Agency Records Officer (ARO) and DES Records Manager to execute records management activities
• Maintains an up-to-date records inventory in alignment with DES Records Management Policy
• Submits an annual records inventory to the ARO to support the Continuity of Operations Plan per DES Records Management Policy
• Identifies records requiring retention for programmatic or legal purposes, and notifies the ARO prior to the scheduled disposition date
• Audits locally kept files for accuracy and ensures adherence to state law and DES Policy
• Collaborates with Surplus leadership to track and locate files to resolve complex issues
• Prepares and facilitates the transfer of records as needed

Qualifications

REQUIRED:

[OPTION 1] Five years of experience providing assistance to customers regarding inquiries, complaints or problems.

[OPTION 2] Or a combination of education and relevant experience totaling five years.

AND

• Must possess a valid driver's license and maintain a driving record that is free of any serious traffic violations
• Ability to lift/move transfer 40lbs or more on a regular basis and 75lbs or more on occasion
• One year of supervisory experience
• One year of experience using a Point-of-Sale System (experience may be gained concurrently)
• Ability to obtain and maintain Notary Public license within 6 months of hire
• Proficient in Microsoft Office (Excel, Word and Outlook)
• Familiar with vehicles and heavy equipment

**Note: Forklift certification must be attained within the first 30 days (training and certification is available on-site)

Equity Competencies:

• 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.

Learn more about the two required statewide equity competencies on the Executive Order 24-04 Toolkit- Equity Competency Implementation FAQ.

PREFERRED:

• Experience in the retail sales market
• Excellent customer service skills and experience working and experience with people from various social and economic backgrounds
• Cashiering and balancing experience
• Experience operating a multi-line telephone
• Positive attitude and willingness to learn
• Able to work well with co-workers
• Aware of surroundings and contributes to a safe working environment

Supplemental Information

How to apply: We would love to hear from you! Click "Apply" at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions. Please attach the following documents to be considered for the position. Failure to do so may result in you not being considered for the position:

1. A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position.
2. A current resume detailing your experience and education.
3. A list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)

**Do not attach any documents that include photos or private information (social security number, year of birth, etc)

NOTE: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful