What are the responsibilities and job description for the Customer Service Specialist 2: Walla Walla/OCDL-Spanish position at State of Washington Employment Security Department?
Description
This position is Occasional Dual Language (OCDL). The incumbent will have the ability to occasionally communicate effectively in person, via telephone and in writing in Spanish & English.
This position will work in person at the Walla Walla, WA WorkSource office.
The ideal candidate for the Customer Service Specialist 2 position at WorkSource Walla Walla is a dedicated professional who is passionate about providing exceptional support to our customers across all lines of business. This individual understands the importance of our mission to connect employers and job seekers and is committed to furthering this goal.
The candidate will primarily work within the Resource Room, demonstrating a proactive approach to assisting customers and facilitating group activities as needed. They should be comfortable working in a dynamic environment and be able to adapt to the varying needs of our customers.
In addition, the ideal candidate will play a crucial role in improving our services by assisting with the collection of customer feedback and other relevant information. They should have a keen eye for detail and the ability to capture and analyze data related to customer service needs and activity levels.
Duties
Customer Service. This includes:
- Greet and assist in-person customers. Direct to meeting rooms, assist with parking needs and building access.
- Answer basic customer questions; refer complex questions to appropriate WorkSource Staff, instruct customers on how to access information on-line or with WorkSource Center
- Conduct customer outreach via phone, email, or other similar approaches, conduct follow-up calls to provide basic customer services.
Administrative Support. This includes:
- Organize, log, edit, format, track and duplicate confidential staff and customer correspondence
- Assist in developing and implementing team processes and procedures; Assist managers with the gathering and compiling of data.
- Create and maintain electronic and manual filing systems. Generate and format reports, develop templates, and compile data.
To request a detailed position description, click here.
Qualifications
- 4 years experience providing assistance to customers regarding inquiries, complaints or problems. Or a combination of education and/or relevant experience
OR A Bachelor’s degree
OR An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems
AND The ability to occasionally communicate effectively in person, via telephone and in writing in Spanish & English.
Special Requirements/Conditions of Employment:
- Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.
Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
Supplemental Information
Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
**This Organization Participates in E-Verify**
