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Posted : Saturday, October 28, 2023 11:55 PM
Description
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.
Are you an experienced leader looking to make an impact in the dynamics of a team while supporting and contributing to the economic well-being and safety of Washington’s workers? Here's your opportunity to join a team committed to providing exceptional public service to the citizens of Washington.
The Customer Service Specialist 4/Office Manager (hereafter referred to as OM) is an integral position for the Department of Labor and Industries and may be responsible for the operations of their assigned regional office(s) operations and providing agency wide customer support for 20 plus agency programs, working with both internal and external customers.
The OM may supervise up to 12 direct reports, including up to five lead workers, and manage up to two offices; will perform a wide scope of complex responsibilities related to facilities management, process development and oversight, supervision and customer service; and will exercise independent judgment and may have delegated decision-making authority from the Customer Service Manager (CSM), including influencing and interpreting policies and procedures, with direct impact on office staff and regional customers.
The OM creates, implements, manages and coordinates day-to-day office processes and procedures to ensure an efficient and safe workplace through developing and communicating guidelines, creating LEAN administrative procedures, maintaining inventory control, delegating tasks, and addressing pressing matters promptly.
The OM position often participates in agency project teams and initiatives with statewide impact; leads or participates in multiple committees such as Safety, Wellness, and/or Diversity Equity Inclusion.
The OM is responsible for many aspects of office facilities management by coordinating with property owners, Labor and Industries Facilities/Warehouse team, vendors and staff from multiple divisions.
May act as a point of contact for many aspects of office remodels and moves and must have ability to make quick decisions.
Under general direction through multiple avenues including upper management, Office of Human Resources (OHR), Information Technology (IT), Regional Internal Safety and Health (ISH), facilities team, committees and employees the OM may plan and implement projects and/or initiatives such as Public Service Recognition Week (PSRW), Bring Your Child to Work Day, Combined Fund Drive (CFD) events, safety drills, emergency planning and more; may have delegated duties of their Customer Service Manager (CSM) for coverage; may fill in for other regional OMs in their absence; and is a member of a statewide peer group responsible for maintaining program standards and consistencies.
The OM position contributes to L&I's Strategic Goals by: 1) Providing a quality customer experience by respecting our customers and assisting them in complying with applicable laws using equity, education, and communication.
2) Educating customers on the services Labor and Industries provides to the public and connecting them with the appropriate resources.
3) Empowering our staff to make choices on their growth and development in a transparent atmosphere: providing our staff with resources to make informed decisions.
Duties Some of what you’ll do: Supervise the customer service team, provide leadership and perform senior-level work.
Recruit, coordinate hiring, train, evaluate and supervise Customer Service Program staff working in the service locations.
Proctor bilingual exams.
Provide daily oversite of work activities.
Be a point of contact for elevated customer situations, complex issues, hostile customers, etc.
Develop expectations and conduct performance reviews.
Evaluate workload and coach for growth and development.
Address performance and behavioral concerns and take corrective action when necessary.
Ability to shift and track ever changing priorities and projects to ensure deadlines and customer needs are met.
Research complex customer issues and provide guidance to staff.
Provide office leadership in the absence of other regional supervisors and managers outside of Customer Service Program.
Maintain fiscal integrity; oversee all cash management processes.
Maintain office systems to provide a safe, healthy, and efficient work environment.
Maintain the functionality, safety, and sustainability of the building, property, and infrastructure.
And much more! Qualifications REQUIRED: An Associate’s degree AND four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR A Bachelor’s degree AND two years of progressive experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR Equivalent experience providing assistance to client/customers regarding inquiries, complaints or problems.
As well as: Demonstration of Agency Core Competencies Demonstration of Supervisory/Managerial Core Competencies Demonstration of Position-Specific Skills, Abilities and Competencies DESIRED: Experience collaborating as a supervisor with other supervisors, excellent communication skills and experience managing a facility.
Able to manage a team in an environment governed by statutes, contracts, government or business applications.
Supplemental Information Things You Need to Know To help you maintain a proper work-life balance L&I offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.
Click on the “Benefits” tab to learn more.
At L&I, your voice matters.
In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.
3 million workers.
Take a look at this brief video and learn more about why L&I is an employer of choice.
The assigned duty station for this position is Tumwater, Washington.
Application Process: We will contact the top candidates directly to interview for this position.
Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.
Please include the following documents with your application: A cover letter describing specific qualifications.
A current resume detailing applicable experience and education.
A list of at least three professional references with current telephone numbers.
Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, within the application, resume, or cover letter.
If you do, we will have to reject your application to safeguard others from receiving your confidential information.
You will have to remove the confidential information before you can apply again.
Other Information: A job offer is contingent upon completion of a background check that includes a criminal record review.
For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
This position is represented by the Washington Federation of State Employees (WFSE).
Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9.
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.
Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams.
Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.
Did You Know? Washington is America's Top State to live, play, and work, according to U.
S.
News (2021).
Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation.
We also believe your voice matters.
We value our employees and their work-life balance by encouraging flexible schedules.
L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Veterans Preference Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs.
Please blackout any personally identifiable data such as Social Security numbers.
For further information, contact L&I’s Jobs@lni.
wa.
gov.
Diversity, Equity, and Inclusion Employer L&I employees come from all walks of life.
We strive to hire great people from a wide variety of backgrounds.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission.
Having a diverse workforce is this agency’s greatest resource of strength and knowledge.
It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.
We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer.
Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700.
TTY users should first call 711 to access the Washington Relay Service.
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 award-winning diverse and inclusive organization.
For more information If you have any questions regarding this job posting, program, or the agency, please contact Jason Stedman at stjd235@lni.
wa.
gov or April Sharp at elib235@lni.
wa.
gov.
Are you an experienced leader looking to make an impact in the dynamics of a team while supporting and contributing to the economic well-being and safety of Washington’s workers? Here's your opportunity to join a team committed to providing exceptional public service to the citizens of Washington.
The Customer Service Specialist 4/Office Manager (hereafter referred to as OM) is an integral position for the Department of Labor and Industries and may be responsible for the operations of their assigned regional office(s) operations and providing agency wide customer support for 20 plus agency programs, working with both internal and external customers.
The OM may supervise up to 12 direct reports, including up to five lead workers, and manage up to two offices; will perform a wide scope of complex responsibilities related to facilities management, process development and oversight, supervision and customer service; and will exercise independent judgment and may have delegated decision-making authority from the Customer Service Manager (CSM), including influencing and interpreting policies and procedures, with direct impact on office staff and regional customers.
The OM creates, implements, manages and coordinates day-to-day office processes and procedures to ensure an efficient and safe workplace through developing and communicating guidelines, creating LEAN administrative procedures, maintaining inventory control, delegating tasks, and addressing pressing matters promptly.
The OM position often participates in agency project teams and initiatives with statewide impact; leads or participates in multiple committees such as Safety, Wellness, and/or Diversity Equity Inclusion.
The OM is responsible for many aspects of office facilities management by coordinating with property owners, Labor and Industries Facilities/Warehouse team, vendors and staff from multiple divisions.
May act as a point of contact for many aspects of office remodels and moves and must have ability to make quick decisions.
Under general direction through multiple avenues including upper management, Office of Human Resources (OHR), Information Technology (IT), Regional Internal Safety and Health (ISH), facilities team, committees and employees the OM may plan and implement projects and/or initiatives such as Public Service Recognition Week (PSRW), Bring Your Child to Work Day, Combined Fund Drive (CFD) events, safety drills, emergency planning and more; may have delegated duties of their Customer Service Manager (CSM) for coverage; may fill in for other regional OMs in their absence; and is a member of a statewide peer group responsible for maintaining program standards and consistencies.
The OM position contributes to L&I's Strategic Goals by: 1) Providing a quality customer experience by respecting our customers and assisting them in complying with applicable laws using equity, education, and communication.
2) Educating customers on the services Labor and Industries provides to the public and connecting them with the appropriate resources.
3) Empowering our staff to make choices on their growth and development in a transparent atmosphere: providing our staff with resources to make informed decisions.
Duties Some of what you’ll do: Supervise the customer service team, provide leadership and perform senior-level work.
Recruit, coordinate hiring, train, evaluate and supervise Customer Service Program staff working in the service locations.
Proctor bilingual exams.
Provide daily oversite of work activities.
Be a point of contact for elevated customer situations, complex issues, hostile customers, etc.
Develop expectations and conduct performance reviews.
Evaluate workload and coach for growth and development.
Address performance and behavioral concerns and take corrective action when necessary.
Ability to shift and track ever changing priorities and projects to ensure deadlines and customer needs are met.
Research complex customer issues and provide guidance to staff.
Provide office leadership in the absence of other regional supervisors and managers outside of Customer Service Program.
Maintain fiscal integrity; oversee all cash management processes.
Maintain office systems to provide a safe, healthy, and efficient work environment.
Maintain the functionality, safety, and sustainability of the building, property, and infrastructure.
And much more! Qualifications REQUIRED: An Associate’s degree AND four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR A Bachelor’s degree AND two years of progressive experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR Equivalent experience providing assistance to client/customers regarding inquiries, complaints or problems.
As well as: Demonstration of Agency Core Competencies Demonstration of Supervisory/Managerial Core Competencies Demonstration of Position-Specific Skills, Abilities and Competencies DESIRED: Experience collaborating as a supervisor with other supervisors, excellent communication skills and experience managing a facility.
Able to manage a team in an environment governed by statutes, contracts, government or business applications.
Supplemental Information Things You Need to Know To help you maintain a proper work-life balance L&I offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.
Click on the “Benefits” tab to learn more.
At L&I, your voice matters.
In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.
3 million workers.
Take a look at this brief video and learn more about why L&I is an employer of choice.
The assigned duty station for this position is Tumwater, Washington.
Application Process: We will contact the top candidates directly to interview for this position.
Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.
Please include the following documents with your application: A cover letter describing specific qualifications.
A current resume detailing applicable experience and education.
A list of at least three professional references with current telephone numbers.
Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, within the application, resume, or cover letter.
If you do, we will have to reject your application to safeguard others from receiving your confidential information.
You will have to remove the confidential information before you can apply again.
Other Information: A job offer is contingent upon completion of a background check that includes a criminal record review.
For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
This position is represented by the Washington Federation of State Employees (WFSE).
Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9.
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.
Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams.
Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.
Did You Know? Washington is America's Top State to live, play, and work, according to U.
S.
News (2021).
Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation.
We also believe your voice matters.
We value our employees and their work-life balance by encouraging flexible schedules.
L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Veterans Preference Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs.
Please blackout any personally identifiable data such as Social Security numbers.
For further information, contact L&I’s Jobs@lni.
wa.
gov.
Diversity, Equity, and Inclusion Employer L&I employees come from all walks of life.
We strive to hire great people from a wide variety of backgrounds.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission.
Having a diverse workforce is this agency’s greatest resource of strength and knowledge.
It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.
We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer.
Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700.
TTY users should first call 711 to access the Washington Relay Service.
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 award-winning diverse and inclusive organization.
For more information If you have any questions regarding this job posting, program, or the agency, please contact Jason Stedman at stjd235@lni.
wa.
gov or April Sharp at elib235@lni.
wa.
gov.
• Phone : (360) 902-5700
• Location : Tumwater, WA
• Post ID: 9051884253
