53 Customer Service Manager (WMS Band 2) Jobs in Olympia, WA
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State of Washington Liquor and Cannabis Board is Hiring a Remote Customer Service Manager (WMS Band 2)
Description
Safe communities for Washington State
Mission
Promote public safety and trust through fair administration, education and enforcement of liquor, tobacco cannabis and vapor laws
** This non-permanent position is anticipated to last for nine months from the hire date. **
This position is currently eligible to telework.This position is required to work in the office at least 2 days per week.This may change based on business needs.
Who we are
The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.
We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data driven decisions, and business-initiated process improvement.
Our commitment to DEIB
The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB)in all aspects of our work. This includes a commitment to our workforce and external stakeholders.
It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.Your opportunity at a glance:
The WSLCB Licensing and Regulation Division is announcing an exciting opportunity for a Customer Service Manager (WMS Band 2) position in Olympia, WA. This position reports to the Acting Deputy Director of Operations in Licensing and Regulation Division. The position serves and complements the WSLCB's mission and goals by issuing liquor and cannabis licenses and permits to qualified retail and non-retail businesses, to responsibly regulate the production, distribution, and sales of liquor and cannabis products in accordance with state laws and regulations.
In this role, you will independently develop protocols to issue special occasion licenses to qualified non-profits, issue permits and endorsements to provide alcohol in accordance with liquor laws and regulations. You will work with the customer service unit to provide accurate and consistent information to the public about liquor and cannabis licenses. This position will implement policy and legislative changes pertaining to the statewide LCB Customer Service Unit. You will manage the workload and training of employees to make sure that they are meeting performance outcomes.
If you have an interest in a Customer Service Manager position, we encourage you to apply to be a part of the WSLCB team!
WSLCB provides a modern work environment and excellent benefits including:
- A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
- Paid Vacation, Leave, and Holidays
- Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
- Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
- Training and career development programs (including online courses and LinkedIn Learning)
- A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
- Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees
- Generous wellness program (we offer reimbursements for certain fitness related activities)
- Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)
- Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work
- Free parking
Duties
Some of the duties you will perform are:
- Manage the day-to-day operations of the Customer Service Unit, including creating protocols and strategic plans to address:
- Over 600 hundred phone calls and correspondence related to liquor and Cannabis licenses each month.
- Nearly 7,000 special occasion licenses annually and assessing requests and event plans for co-mingling minors with alcohol service at all-ages events.
- Wine Industry Event licenses.
- Over 6,500 applications for liquor permits and endorsements annually.
- Cannabis retail medical endorsements.
- Utilize knowledge of licensing laws, regulations, and Board practices to provide and update resource information for customer service staff. Develop and maintain effective working relationships with internal and external stakeholders, with a clear understanding of the Division’s mission and Board mandates and how they coincide with and differ from stakeholder expectations. Work with the unit to provide excellent customer service within the bounds of our mandates.
- Utilize leadership skills to motivate staff to achieve high performance consistently. Cultivate a learning environment for staff to effectively expand their skill set, cross-train and work varied tasks and functions. Set measurable goals and hold the programs accountable for meeting said goals. Performs staff evaluations, recognize staff accomplishments that meet Division goals, and initiates corrective action when necessary.
- Independently review controversial applications. Utilizing analytical skills, give guidance to supervisors and staff on complex applications.
- Testify at administrative hearings when required.
- Lead and participate in internal meetings, statewide agency and external stakeholder workgroups and training.
- Facilitate process improvement projects related to the customer service units to achieve the Agency Mission and Strategic plan, and Division objectives.
- Work with Assistant Attorneys General (AAGs), stakeholders, and licensees to ensure requirements are met.
- Work with applicants, the AAG’s office, licensees, and their attorneys to evaluate estate documents related to liquor and Cannabis licenses.
- Analyze data and develop written reports regarding licensing to internal and external stakeholders, including providing input to the management team about the impacts of proposed legislation.
Qualifications
Option 1:
Four (4) years of relevant professional experience in public administration, business administration, or closely allied field.
AND
Three (3) years of management or supervisory experience in a regulatory environment.
Option 2:
An Associate’s degree in public administration, business administration, communications, or related field.
AND
Two (2) years of relevant professional experience in public administration, business administration, or closely allied field.
AND
Three (3) years of management or supervisory experience in a regulatory environment.
Option 3:
A Bachelor’s degree or above in public administration, business administration, communications, or related field.
AND
Three (3) years of management or supervisory experience in a regulatory environment.
Supplemental Information
IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:
- Completed online application.
- Current Resume.
- Letter of Interest describing how you meet the specific qualifications for the position.
- Three professional references to include a current or recent supervisor with email addresses and phone numbers.
- Attach your unofficial transcripts if you meet the qualifications based on a relevant degree mentioned in the qualifications section.
The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.
Prior to a new hire, 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.
Other
Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.
RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.
The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.
All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, 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. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.
For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1720. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.
Job Summary
Full Time
$91k-119k (estimate)
03/28/2024
05/01/2024
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Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
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They develop and implement standards effective in sustaining the relationship between an organization and its clients.
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Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
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Customer service managers oversee teams of customer service representatives.
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Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
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Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
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Customer service managers generally need a bachelor’s degree.
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Although certifications are not essential for this position, many customer service managers pursue optional credentials.
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They should know how to set customer service goals, use CRM tools and build teams.
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Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
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