Customer Service Manager - Processing Center
Customer Service Manager - Processing Center
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Description
Are you a supportive and engaged leader who values and promotes professional growth meaningful group and individual recognition and accountability within your team Are you able to effectively guide a team with diverse learning styles and coaching needs And do you value working in a culture of inclusion and belonging If your answers are Yes the role of Customer Service Managerat the Department of Retirement Services may be the ideal opportunity for you!
Duties
This recruitment will remain open until filled. Applicants who apply prior to the end of the day on Tuesday April 15 2025 will get first consideration.The hiring manager reserves the right to make a hiring decision at any time during the recruitment process.
The Opportunity:
We are looking for an exceptional leader to fill the role of Customer Service Manager in the Processing Center. This position leads and supports a unit of Retirement Specialists who are the primary customer service link for our active retired and inactive members and participants of the eight retirement systems 15 retirement plans and the Deferred Compensation Program administered by DRS.
Some of what youll do includes:- Managing and overseeing the daytoday functions of the unit establishing clear goals and expectations for team member work performance and behavior ensuring adequate staffing and coverage.
- Collaborating with other unit managers in the development and implementation of customer service policies and procedures.
- Ensuring team members know and understand processes procedures and expectations for delivering exceptional customer service.
- Assisting with and coaching team members in responding to complex sensitive or escalated customer service situations.
- Working with team members to create career development plans and providing coaching and support in working toward goals.
- Observing team members regularly as part of assessing performance encouraging professional growth recognizing successes and ensuring excellent service.
- Reviewing and analyzing team productivity data and reports including productivity statistics and customer call recordings.
- Conducting performance evaluations in accordance with established rules and agency policy.
- Managing and resolving complex sensitive and/or escalated customer service issues.
- Consulting with leadership on issues and recommending changes to enhance service delivery.
- Participating in agency projects including legislation implementation acting as content or business process expert in relation to more complex or sensitive retirementrelated issues.
NOTE:After effectively demonstrating the ability to perform work independently you will be eligible to telework up to 2 days per week at the discretion of the Appointing Authority and with a telework agreement in place. The ability to work remotely is dependent on the nature of the tasks and projects assigned and the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (less than 50 straightline miles) to the DRS building in Tumwater WA and must be willing and able to adjust your telework schedule whenever necessary to complete work assignments attend mandatory meetings trainings etc. at the DRS facility.
Qualifications
What were looking for (required qualifications):
Proven ability and experience in:
- Supervising and overseeing team member performance including setting goals and expectations reviewing productivity and performance providing feedback to team members and identifying and providing needed training and support; and
- Demonstrating supportive and engaged leadership behaviors in a professional environment (e.g. coaching mentoring recognizing motivating demonstrating accountability etc.; and
- Successfully responding to and resolving complex sensitive and/or customer service situations.
The above experience is typically gained from a minimum of three 3 years of fulltime professional experience.Please note relevant lived experience which may include volunteer or other personal experience may contribute to meeting these qualifications.
- DemonstratedproficiencywithMicrosoftOfficeWordandExcel(version2016ornewer);
- Demonstrated ability to utilize multiple computer applications simultaneously.
In addition to the required qualifications listed above our ideal candidate will also have demonstrated competency in the following areas(competency may be gained through education; work volunteer or personal experience; or a combination thereof):
Customer Focus: Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships. Committed to continuous improvement and always acts with the customer in mind.
Leading Others: Provides for and fosters a work environment that emphasizes the coaching development motivation recognition and accountability of others. Sets clear goals and expectations delegates work appropriately and values and uses feedback. Demonstrates the courage to address performance problems and issues promptly. Treats team members equitably. Is seen as inquisitive and curious about the teams performance and asks questions to gain further understanding of what the team needs to be successful.
Communication: Effectively conveys information in writing and through the spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams.
Coaching and Mentoring: Counsels and guides employees to use their talents and achieve their best. Provides information instruction feedback suggestions recognition and encouragement to maximize success on the job. Models successful behaviors including work ethic and ethical standards.
Problem Solving: Analyzes problem to identify the root cause(s). Evaluates possible courses of action; uses reason logic and creativity to reach conclusions. Develops timely effective solutions that take into consideration alternatives risks and consequences in relation to organizational goals resources and constraints.Accountability: Understands the link between job responsibilities and organizational goals. Manages their own performance to meet expectations and achieve expected results. Models successful behaviors including work ethic and ethical standards.
Supplemental Information
Be sure to read this entire section We promise itll be helpful!
To be considered for this position please be sure toattach the following to your online application:
- A cover letterwhich addresses your experience leading others; including experience in coaching recognition delegating setting expectations and providing feedback. Also your letter should highlight your experience responding to and resolving complex sensitive and/or customer service situations.
- A chronologicalresumeoutlining your experience specific to the requirements for this position.
How to Apply:Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply. Be sure to complete all sections of the online application and answer all supplemental questions.The work history section of the online application should be completed fully.Application fields that say see resume/attachment will not be considered.Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.
References Personnel File Review and Background Checks
- If you are the preferred candidate for this position a professional reference from your current or most recent supervisor will be required;
- If you are current or recent state employee we will also review your personnel file as part of our selection process;
- A job offer is contingent upon completion of a background check that includes a criminal record review.
Work Authorization
- Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future;
- DRS complies with the employment eligibility verification requirements of the federal employment eligibility verification form I9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
- DRS does not use EVerify; therefore we are not eligible to extend STEMOptional Practice Training (OPT). For information please visitwww.uscis.
Why Work for DRSAt DRS we are one team. We administer eight public retirement systems 15 retirement plans and the Deferred Compensation Program and we serve over 930000 current and former public employees in Washington. Our customers include fire fighters teachers and school employees state and local government employees and public safety and law enforcement officers. Regardless of what our specific duties may be we are all dedicated to one purpose: ensuring our members have the information tools expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers expectations. All DRS leaders are focused on providing the coaching mentoring resources and support that team members need to be successful.DRS offers a generous benefits package that includes membership in the Public Employees Retirement System; health dental and vision coverage and participation in the Deferred Compensation Program. Also as a public service employee you may also be eligible forstudent loan forgiveness.(See the Benefits tab at the top of this post for more information).
Other perks include:
- Flexible work schedules
- Infants at Work Program
- Tuition reimbursement
- Opportunities for professional growth
- Access to LinkedIn Learning
- Commitment to team member safety and wellness
- Community involvement and charitable giving opportunities
- Commute Trip Reduction Program
- Free Parking & and EV Chargers available
The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity equity and inclusion. DRS does not discriminate on the basis of age sex marital status sexual orientation gender identity race creed color national origin honorably discharged veteran or military status or the presence of any sensory mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.
If you need assistance with the online application or have questions regarding the recruitment please contact Human Resource office at.Persons of disability needing assistance in the application process or those needing this announcement in an alternate format may call the Human Resources Office ator TTY Relay Service at 711.
Come join the DRS team!
Required Experience:
Manager
Employment Type
Full-Time
