Customer Care Representative - Industries Specialist 1

JOB Customer Care Representative - Industries Specialist 1Stafford Creek Corrections CenterAberdeen, WACorrectional Industries (CI) within the Department of Corrections (DOC), is seeking a highly motivated and qualified individual to fill the role as a Customer Care Representative - Industries Specialist 1.
This position is located at Stafford Creek Corrections Center in Aberdeen, WA.
This position is exempt from Washington State Civil Service rules.
Exempt employment is considered at will.
If you are interested in applying and would like to be considered, please apply directly at careers.
wa.
gov AND attach the following items to your application: A current resume (indicating your related experience).
A letter of interest (preferably no more than two pages) describing how you meet the qualifications and why you are an ideal candidate for this position.
Three (3) professional references.
We are looking for evidence in your application materials that you have the experience, skills, and abilities indicated in this job posting.
Qualified applicants whose responses most closely match the requirements of this position may be invited to interview.
Carefully review your application before submitting.
All information may be verified and documentation may be required.
AGENCY PROFILE: Our mission at the Department of Corrections is to 'improve public safety'.
With a vast number of innovative sustainability programs, and evidence-based practices used to reduce recidivism, Washington State is highly regarded as a strong leader in the field of Corrections.
Correctional Industries (CI) is a unique blend of business and government, using private industry tools and techniques to provide a public service.
Operations within the state correctional facilities are supported by sales to state agencies, county and local governments, and not-for-profit organizations.
For information about the Correctional Industries located at the Stafford Creek Corrections Center, please visit the Washington CI - Stafford Creek webpage.
DOC OFFERS: Flexible schedules.
Comprehensive compensation packages.
Training and development opportunities.
The fulfillment of public service.
EXAMPLE OF DUTIES Duties include, but are not limited to: Handles external / internal customer inquiries / requests dealing with the CI furniture operation by completing tasks including: Receives customer or CI account executive inquiries via phone, fax, and email.
Reviews all orders for correct product information, pricing and options including substitutions.
Works with the IS2 Customer Care Supervisor to coordinate with the Operations and Production Manager to establish product capacities and delivery dates.
Responsible for recording inquiries/requests into Customer Service database.
Interacts with customers, staff, and incarcerated workers to satisfy requests for information products, services, order status, special requests.
Accountable for adequate, efficient coverage of the unit’s customer service lines.
Communicates directly with the Customer concerning productdelays, deletions or substitutions.
Makes outgoing calls; initiates faxes, email correspondence tocustomers, CI account executives and other stakeholders as needed to ensure timely follow-ups to inquiries/requests.
Ensures customer complaints are tracked, handled and resolved in a timelymanner.
Oversees the receipt and timely, accurate tracking of customer orders by completing tasks including: Collects, reviews, and distributes mailed, faxed, and emailed CI customer feedback surveys for processing.
Reviews customer satisfaction reports prior to submission for management review.
Receives, logs, and submits warranty requests for processing to appropriate stakeholders.
Operates a safe and secure Customer Care unit work environment in accordance with DOC and CI safety requirements by completing tasks including: Audits and screens all incoming and outgoing mail for security purposes.
Coordinates, maintains security, and control of assigned offenders in the Customer Care Call center, complies with DOC-SCCC and CI policies.
Assist with purchasing and other office functions by: Assisting with purchasing and office functions as needed when coverage in areas are limited, such as emailing purchase orders, printing correspondences, and/or helping to facilitate work flow.
Ensures control and security of offenders in accordance with DOC policy by: Coordinates with custody staff on execution of best practices, submits timely and complete incident reporting as required, conducts offender worker safety training as required.
SUPPLEMENTAL INFORMATION Vision: Working together for safer communities.
Mission: Improving public safety by positively changing lives.
Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.
DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
IMPORTANT NOTES: Please include a minimum of three (3) professional references with your application.
A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.
**Please note: Phone number AND email address are required for all professional references.
A background check including criminal record history will be conducted prior to a new hire.
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.
Employees may work directly with or near incarcerated individuals in a potentially hazardous setting.
Please consider this when deciding whether to apply.
We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws.
A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation.
Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
Animal care projects are a common component of most Washington State prisons, including dog and cat programs.
Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
Tuberculosis (TB) is a priority health issue for DOC employees.
The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire.
When positive tests result, further information, testing and treatment will also be required.
Employment is not contingent upon test results.
What We Offer: As an employee of the Department of Corrections, your work-life integration is a priority.
Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation.
Besides comprehensive family insurance for medical, dental, and vision, these perks also may include: Remote/telework/flexible schedules (depending on position)Up to 25 paid vacations days a year8 hours of paid sick leave per month12 paid holidays a year Generous retirement planFlex Spending AccountsDependent Care AssistanceDeferred Compensation and so much more!For questions about this recruitment, or to request reasonable accommodation in the application process, please email grace.
kilmer@doc1.
wa.
gov.
For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.