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Description

About this Position
The Customer Service Specialist 2 position within Fleet Operations supports the agencys mission of providing innovative and cost-effective solutions to agency customers. This position, under the guidance of the Customer Service Manager, independently resolves complaints, inquiries, and customer service problems related to daily rental operations and fuel cards. This position also assists with coordinating the online rental and deployment of automated key-box systems and enters new operators into Fleet Operations computer systems. Serves as the primary contact for shared phone line coverage and resolves customer concerns related to Fleet Operations. Assists with coordinating automated key-box installations and ensures daily rental services run smoothly for fleet customers.

About the Division
The Business Resources Division (BRD) within the Department of Enterprise Services (DES) provides a number of services to state agencies, local governments, and non-profit organizations. Services provided by the division include Consolidated Mail Services, Fleet Operations, Management Staff, Printing & Imaging, and Surplus Operations.

DES provides centralized leadership in efficiently and cost-effectively managing resources necessary to support the delivery of state government services. The mission of DES is to implement a world-class, customer-focused organization that provides valued products and services to government and state residents.

You should consider joining the Department of Enterprise Services because we have great employee benefits, and depending on your position, we offer flexible work schedules! Our agency is also a second chance employer!

• A great total compensation and benefits package;
• Paid Vacation, Leave, and Holidays;
• A healthy work/life balance, which may include flexible work schedules, teleworking, and an Infants in the Workplace Program;
• An agency-wide commitment to diversity, equity, inclusion and respect, and leaders who encourage all employees to bring their authentic selves to work;
• Access to several state business resource groups including the Rainbow Alliance and Inclusion Network (RAIN); Veteran Employee Resource Group (VERG); Latino Leadership Network (LLN); Blacks United in Leadership and Diversity (BUILD); Disability Inclusion Network (DIN); Washington Immigrant Network (WIN); and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network (HAPPEN)
• Supported growth and development opportunities
• Opportunities to serve your community through meaningful work

Duties

Some of what you will be doing
Assist with daily dispatch operations

• Serve as primary support for incoming phone calls, customers, and a shared dispatch email inbox
• Provide prompt solutions and corrective actions for customer concerns received by phone, email, or in-person. If customer service issue needs escalated to supervisor, this is done within 24 hours
• Creates and maintains vehicle and customer records in Fleet Operations computer systems; work with Customer Account Representatives to reconcile records
• Participate in training and educating of new customers
• Monitor daily rental reservation board; take action on errors that occur
• Install, service, or update hardware related to automated key box systems

Oversee/Coordinate distribution, tracking, and operational management for EV and fuel cards

• Orders, cancels, and maintains Fleet and Department of Transportation fuel cards
• Maintains log of actions taken related to fuel cards

Qualifications

Required Qualifications:

• Associate's degree
  AND
• Two (2) years of customer service experience; providing assistance to customers regarding inquiries, complaints, or problem
  OR
• Bachelor's degree
  OR
• Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
• Excellent interpersonal and communication skills and the ability to tactfully deescalate tense customer service situations while staying professional
• Proficient using Microsoft Office products, such as Word, Excel, and Outlook
  AND - the incumbent in this position must:
• Be able and willing to work independently with little supervision
• Willing and able to drive a diverse selection of vehicles
• Willing to work as a positive and collaborative team member
• Must possess a valid unrestricted driver's license free of serious traffic violations

AND

Incumbents to this position must possess and demonstrate the following DEI competencies (complete version found here (Download PDF reader) (Download PDF reader)).

• Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful, and inclusive workplace
• Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment
• Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment
• Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community
• Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization

_____

Preferred/Desired Qualifications:

• One (1) year of work experience in the field of vehicle rentals; making reservations, dispatching vehicles, etc.
• One (1) year of experience providing service for an automated key box reservation system, including advising customers related to user errors, resolving software or hardware issues, and installing hardware for the key boxes
• Has experience multi-tasking and can stay organized while working with little supervision

Supplemental Information

Special Requirements
As listed above in the requirements, must have a valid unrestricted driver's license free of serious violations.
_____
Required Documentation

• 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)

_____

• Union Inclusion: This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE)
  
• Background Check Notice: Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Opportunity for All:
The Department of Enterprise Services 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.

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. We do this by creating overall operating efficiencies so our states government entities can focus on their core missions. Our buying power, economies of scale and years of experience help government get the best value for the products and services they need to support their missions. We value Respect, Integrity, Excellence, Diversity, Equity and Inclusion. We seek new team members who share our commitment to be an equity-driven and antiracist organization. We listen to customers and team members to understand what they need and expect. We promote creativity, learning and improvement to meet those needs and adapt to the ever-changing business environment. We measure our results and seek feedback to improve our performance.

Contact Information
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Rachel Vaughan rachel.vaughan@des.wa.gov by email or jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

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