Customer Service Supervisor (CSS4): Telework

By | October 7, 2022

Job Responsibilities : Customer Service Supervisor (CSS4): Telework

Salary : $54492 per year

Company : State of Washington Employment Security Department

Location : Remote US


Customer Service Supervisor (CSS4)
Leave & Care Division: Lacey/Telework
start date November 16 2022

Leave and Care division (LCD) is seeking to hire one (1) full-time/permanent Customer Service Specialist (CSS4) Supervisor position. The ideal candidate will be extremely customer service oriented with a focus on providing excellent customer service support on a large volume of inbound and outbound customer contacts via phone in a timely and accurate manner.

As a supervisor and
serving as a vital member of the Customer Care Team unit you will lead a team in setting goals objectives tracking outcomes and continually improving processes. Reporting to the Service Delivery Manager you will support all efforts by analyzing business issues and processes while providing consultation and making recommendations to workflows. Additionally you will oversee a team of professionals performing a wide range of clerical duties and tasks. The team of professionals that report to this position range from Office Assistants to Customer Service Representatives who perform clerical duties provide customer service and work several different queues of documentation. To learn more about our Mission and Values please visit:
Link to ESD Values (Download PDF reader). If our mission motivates you we hope you’ll
apply to be a part of our team!

As a Customer Support Supervisor you will directly support a unit of Customer Service Specialists which have varying duties that support operational functions and timely services to customers. You will collaborate with other Supervisors to determine solutions for operational topics such as scheduling workflow process and determine the most efficient means of meeting business objectives/goals. Additionally you will recommend changes to the Operations team to enhance processes and aligns with the goal of customer service.

Some of what you’ll be doing:

  • Conduct continuous analysis for process improvements on processing Leave and Care WA Cares exemption forms and ensure staff look for accuracy completeness and compliance with rules and policy.
  • In support of Leave and Care Division receive and respond to routine and complex inquiries from claimants and/or their representatives employers and businesses other public programs and healthcare providers by clarifying issues researching locating and providing information and answers and alternative solutions.
  • Implementing solutions escalating unresolved problems and communicating results to the customer.
  • Resolve routine client/customer problems by identifying the issues determining procedural steps necessary to bring resolution and communicating results to the client/customer.
  • Acts as liaison between clients/customers and agency.
For a full description of duties – please click here to request from recruiter: PDF Request.

Required qualifications:

A combination of education and/or relevant experience equivalent to six (6) years which includes of experience e providing assistance to clients/customers regarding inquiries complaints or problems.

Education to Experience Equivalences:

Associate’s Degree = 2 years | Bachelor’s degree = 4 years | Master’s or Higher = 5 years
Supplemental Information

Additional Requirements of Employment:

  • Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
  • Per Gov. Inslee’s Proclamation 21-14 (Download PDF reader) (Download PDF reader) as a condition of employment existing employees and volunteers of the Washington State Employment Security Department (ESD) must be fully vaccinated. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are selected to serve within ESD as an employee or volunteer you will be required to provide proof of vaccination before you are able to begin work. You may request an accommodation if you are unable to meet the requirement due to a medical or religious necessity.

Our mission and values drive every decision we make and are at the core of who we are. We value Collaboration Diversity Equity Inclusion Innovation and Integrity Investing in our people and Service with kindness. 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
The Employment Security Department is an equal opportunity employer. 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.

Other Information

  • If you need assistance in the application process or have general questions about this opportunity please contact Jeanette Nelson or 564-200-2475 the Talent Acquisition Team or Washington Relay Service 711.
  • Auxiliary aids and services are available upon request to individuals with disabilities.
  • 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.

Click Here : Apply Now