Customer Service Specialist - Tumwater, United States - Washington State Department of Retirement Systems

Description

Do you enjoy working in a diverse and inclusive team environment that is dedicated to serving customers and ensuring they receive the best service possible? Are you experienced with providing customer service via telephone, in person and in writing? If Yes, the Customer Service Specialist in our Central Reception Unit (CRU) may be the perfect opportunity for you Join our CRU team and be the frontline ambassador for DRS members, ensuring customers receive the information, resources, and services they need to have a financially secure retirement.

The Opportunity:
We are looking for professional, dependable individuals to fill up to 3 Customer Service Specialist positions. As a Customer Service Specialist, you serve as the primary inquiry point for services to DRS customers over the telephone, in person and in writing. You will provide accurate information to customers in response to questions regarding basic membership, retirement questions. You will collaborate with DRS' Retirement Specialist to address complex customer inquiries by setting up appointments or forwarding on inquires to the appropriate person/division for additional assistance. You will provide technical and customer service support for users of our Online Account Access application, providing detailed instruction on how to register online and navigate through the system, as well as reset passwords. You will also review incoming emails and respond to general inquiries.

You will process a variety of DRS forms on behalf of our members and will ensure the forms are completed accurately prior to entering the information into our mainframe system. You will also review and process requests from members and other sources for pension verifications and account balance letters. You will research member addresses for returned mail, using several search methods as well as contacting the member directly as needed.

The work assigned to this position requires the incumbent to be in the building on a full-time basis; therefore, telework is not an option for this position.

What we're looking for (required qualifications):

• Proven experience providing customer service in person, over the telephone, virtually and in writing This experience is typically gained from a minimum of two (2) years of full-time work experience in a customer-focused environment.
• Proven ability to use and navigate multiple computer applications and screens simultaneously;
• Proven ability to work with others who have a wide range of abilities, backgrounds, skills and experience;
• Demonstrated skill and proficiency in the use of Microsoft Office products, including Word, Excel and Teams (version 2016 or newer);
• Demonstrated ability to effectively manage and respond to frequent and rapid changes in workload and priorities;
• Demonstrated proficiency in the following competency areas:
• Demonstrated ability to work effectively as part of a team;
• Demonstrated ability to maintain regular and reliable attendance and punctuality at the work site; and
• Demonstrated proficiency in the following competency areas:

Managing Workloads
Effectively organizes and prioritizes multiple, sometimes complex assignments, often involving competing priorities, to produce work products that are accurate, thorough and on-time. Transitions easily between tasks; is able to incorporate project work into established workload and meet deadlines.

Adaptability/Flexibility
Maintains effectiveness when experiencing major changes in work tasks or the work environment. Adapts easily to changing business needs, adjusting effectively to work within new structures, processes, requirements or cultures to achieve solutions. Demonstrates openness to new and different ways of doing things.

Listening
Engages in attentive and active listening; gives their full attention to the person or situation at hand. Asks clarifying questions and accurately restates the opinions of others, even when they disagree. Has the patience to hear others out.

Communication
Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams.

Dependability
Shows commitment, dedication and accountability in work. Works effectively and fulfills commitments made to customers, peers and team members. Is reliable in punctuality and attendance; can be counted on to get things done.

Commitment to Diversity
Recognizes the value of diversity. Helps create an environment that embraces and supports diversity, equity and inclusion.

Why Work for DRS?

At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and we serve over 930,000 current and former public employees in Washington. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers.

Regardless of what our specific duties may be, we are all dedicated to one purpose: ensuring our members have the information, tools, expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers' expectations. All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful.

At DRS, team members enjoy:

• A modern work environment
• Flexible work schedules
• Free parking
• Commute Trip Reduction Program
• Infants at Work Program
• Tuition reimbursement
• Eligibility for Public Service Loan Forgiveness
• Opportunities for professional growth
• Subscription to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement/charitable giving

How to Apply:

Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply for this opportunity. Be sure to complete all sections of the electronic application and answer all supplemental questions. Resumes will not be accepted in lieu of completing the work history section of the application template. Applications with comments "see attachments" will be considered incomplete. Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.

Please attach the following to your online application:

• A cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position; and
• A chronological resume outlining your experience to-date.

Important Information:

• If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required;
• If you are a current or recent state employee, we will also review your personnel file as part of our selection process;
• A job offer is contingent upon completion of a background check that includes a criminal record review;
• Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future;
• DRS 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;
• These positions are part of a bargaining unit represented by the Washington Federation of State Employees (WFSE).

Veteran's Preference: Applicants wishing to claim Veteran's Preference should attach a copy of their DD214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or redact any personally identifiable information such as social security numbers and year of birth. For additional information on Veteran's Preference and guidance on how to determine if you are eligible,

The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion. DRS does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, or 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.

If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resource office at . Persons of disability needing assistance in the application process, or those needing this announcement in an alternate format, may call the Human Resources Office at or TTY Relay Service at 711.

Come join our team