Customer Service Manager

Salary: $5,376.00 - $7,224.00 Monthly
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Job Number: 2026-BRD-019
Department: Dept. of Enterprise Services
Division: BRD
Opening Date: 08/12/2026
Closing Date: 8/19/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step


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.
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:

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.

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 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.
Washington Fair Chance Act

We 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:
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 at
Applicants who are deaf or hard of hearing may call 7-1-1 or View phone number on click.appcast.io or access the .
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.


Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.


Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.


Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.


Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing

Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026
01


Are you currently employed by the Department of Enterprise Services (DES)?

• Yes
• No

02


Are you willing to undergo a background check as a condition of employment?

• Yes
• No

03


Do you have a valid driver's license, free from serious traffic violations?

• Yes
• No

04


Are you able to lift/move/transfer 40lbs or more on a regular basis and 75lbs or more on occasion?

• Yes
• No

05


What is your level of education?

• Some or no college
• 1 year of college (30 semester or 45 quarter credits)
• Associate's degree OR 2 years of college (60 semester or 90 quarter credits)
• 3 years of college (90 semester or 135 quarter credits)
• Bachelor's degree or higher

06


How much experience do you have providing assistance to customers regarding inquiries, complaints or problems?**This and the following experience may run concurrently

• 0-11 months (Less than 1 year)
• 12-23 months (At least 1 year)
• 24-35 months (At least 2 years)
• 36-47 months (At least 3 years)
• 48-59 months (At least 4 years)
• 60 months or more (5 or more years)

07


From the question above, briefly describe this experience.If this does not apply to you, indicate "n/a" in this space.
08


From the question above, state what job(s) this experience will clearly be found.**If this does not apply to you, indicate "n/a" in this space.
09


How much supervisory experience do you have?

• 0-11 months (Less than 1 year)
• 12-23 months (At least 1 year)
• 24-35 months (At least 2 years)
• 36 months or more (3 or more years)

10


How much Point-of-Sale System experience do you have?

• 01-11 months (Less than 1 year)
• 12-23 months (At least 1 year)
• 24-35 months (At least 2 years)
• 36 moths or more (3 or more years)

11


Are you willing to obtain and maintain a Notary Public License within 6 months of hire?(the office will pay for license)

• Yes
• No

12


Describe your proficiency with Microsoft programs to include: Word and Excel in this space.**If this does not apply to you, indicate "n/a" in this space.
13


Do you understand forklift certification must be attained within the first 30 days of employment?(training and certification provided on-site)

• Yes
• No

14


Select ALL of the equipment you have experience using:

• Pallet Jack
• Standing Reach Truck
• Seated Fork Lift (gas, propane, heavy duty)
• None of these apply

15


Select ALL you have experience with:

• Retail sales market
• Cashiering
• Balancing (financial transactions)
• Operating a multi-line phone
• None of these apply

16


Are you familiar with vehicles and other heavy equipment?

• Yes
• No

17


Do you have experience closing out transactions/balancing accounts (daily accounting)?

• Yes
• No

18


From the question above, state what job(s) this will clearly be found.**If this does not apply to you, indicate "n/a" in this space
19


Do you have an understanding or experience with records management to include understanding what it entails?(Daily records with easy access, organization, properly archived, etc.)

• Yes
• No

20


Do you have warehouse experience (or related)?

• Yes
• No

21


Briefly describe this experience AND state what job(s) this will clearly be found on your application.**If this doesn't apply to you, indicate "n/a" in this space.
22


How did you hear about this job posting?

• DES Jobs Email
• Careers.wa.gov / Governmentjobs.com
• Friend
• Indeed
• Job Board
• LinkedIn
• Other

23


We would like to know where you heard about this position.If you selected College Job Board, Job Fair, Job Board, or Other, please let us know the specific name of the college, job board, or place you heard about this position.If you selected a specifically named job board or webpage (listed above), please enter "n/a".
Required Question