Customer Account Representative

(Program Specialist 3)

Full-time | Permanent

Monday - Friday | 7:30am - 4:30pm

Union Represented | WFSE

About the position

This position represents the Fleet Operations team as a Customer Account Representative within the Business Resources Division. The incumbent serving in this role will be overseeing the administration of short- and long-term leases and will include the daily management of the Department of Enterprise Services' (DES) Fleet Operations vehicles assigned to specific agency customers statewide. This role will serve as the contact for external agencies.

The position will entail monitoring and tracking information regarding agency leased vehicles, conducts research and analyses regarding vehicle utilization, fuel consumption and compliance of vehicle standards with state agency transportation officers and management, customers' fleets, inputs data, recommends vehicle types, and fleet composition based on customer requirements. Other responsibilities include researching vehicle specifications and processing orders for replacement of new vehicles in collaboration with customers' requirements. You will also train customers on DES Fleet policies, procedures, and guidelines. This role is expected to provide essential customer service support that will include resolving customer complaints concerning Fleet Operations.

For a full description of this position, contact the recruiter rachel.vaughan@des.wa.gov and request an email copy.

About the division

The Business Resources Division (BRD) within the DES provides a number of services to state agencies, local governments, and non-profit organizations. Services provided by the division include Print and Mail Services, Fleet Operations, 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

* 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; and

* Opportunities to serve your community through meaningful work

Who we are

The Department of Enterprise Services 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 for a sustainable and just future. Learn more about DES. Some of what you will enjoy doing

Vehicle management

* Monitor, track, and provide technical assistance regarding; customers' vehicle usage, adjustments to vehicles assignments, and fleet mix

* Review data / forms to ensure compliance with standards, policies and laws

* Review vehicle requests

* Work with agency account contacts to proactively address concerns and complaints regarding current or future policies

* Develop, create, and deliver innovative training opportunities that will provide assigned agency account stakeholders with a better knowledge of DES Fleet Operation program objectives and goals

* Assist Supervisor and DES Fleet Manager by providing monthly and annual analysis summaries for agency customers

Vehicle order processing

* Collaborate with customers to develop standard replacement methods to meet their fleet needs

* Ordering and processing replacement vehicles

* Communicate with outside entities and co-workers to ensure that the new vehicle is received by customers in a timely manner

* Accurately input information including program / department / agency assignment coding, rate class, and revenue code

* Provide evaluation and recommendation for the improvement of the vehicle ordering process and procedures

* Work with customer agencies, Fleet Operations staff, and internal agencies contacts to provide fleet analyses needed to make determinations and recommendations for appropriate EV and Alt fuel vehicle applications

* Assist with purchasing and management of vehicles added to DES fleet

Requirements

* A Bachelor's degree in Business Administration, Public Administration or related field

AND

* Two (2) years of professional work experience in Fleet Management, Fleet Administration, or related field

OR

* An Associate degree AND four (4) years of professional work experience in Fleet Management, Fleet Administration, or related field

OR

* A combination of education and/or experience in Fleet Management, Fleet Administration, or related field totaling six (6) years

* Must possess a valid driver's license free of serious traffic violations

AND

Incumbents to this position must possess and demonstrate the following DEI competencies:

* 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

* Education, training, or certification in business or fleet management

* Practical experience in business analytics and/or fleet management

* Knowledge of the division: Displays knowledge of Division services. Ability to locate, interpret, and advise on and adhere to the policies and practices of the Division and related organizations

* Knowledge of Program: Displays knowledge of Program services. Ability to locate, interpret, and advise on and adhere to the policies and practices of the Program and related organizations

* Fiscal Accountability: Responsibly and accurately handle the public's money when processing financial transactions and/or committing fiscal resources

* Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint

Work Conditions

Physical Work Location: 1312 Fones Rd SE Bldg. #4 Olympia, WA 98501

Environment: Office setting

Schedule: Monday - Friday | 7:30am to 4:30pm | Flexible work schedule upon management's approval

Travel: Limited travel for occasional trainings and customer visits

Customer Interaction: Daily on the phone, over email, and face-to-face

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Special Required Documents

We are looking for evidence in your application materials that you have the education, experience, skills, and abilities indicated in this job posting. The information you provide will be used as a basis for deciding who will be selected for the next step in the process. An incomplete application packet may automatically be disqualified. Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:

* 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)

Please do not attach any documents that include photos or private information (social security number, year of birth, etc.).

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Conditions of Employment:

* 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.

Contact Information:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact Rachel Vaughan by email rachel.vaughan@des.wa.gov 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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