Customer Advocate Lead - Customer Service Specialist 4

About WSDOT
Washington State Department of Transportation (WSDOT) is the steward of an integrated, multimodal transportation system that helps to ensure people and goods move safely and efficiently throughout the state. In addition to building, maintaining, and operating the state highway system, WSDOT operates the largest ferry system in the nation, manages the world's longest floating bridge, and recently completed the world's widest tunneling project.
The Opportunity
WSDOT is currently seeking a Customer Advocate Lead in Renton, WA. This position will handle Customer Service issues and escalations or inquiries via WSDOT headquarters, State Legislature, Attorney General, and other agencies. This position will also serve as the first point of contact for customer inquiries outside of the call center. This position will advise and identify improvements on Customer Service quality using analysis of customer issues.
What to Expect
Among the varied range of responsibilities held within this role, the Customer Advocate Lead will:

• Independently research and resolve customer problems.
• Research customer accounts and/or state policy.
• Draft customer responses for final review by Toll Division Management. Reach out to customer as needed through phone or in writing in a professional manner.
• Assist management in preparation of plans, messaging, presentations, summaries, recommendations, and progress or special reports.
• Track emerging issues and help identify cause, communicate trends, participate in troubleshooting.
• Identify and recommend policy changes to improve customer experience.
• De-escalate and communicate with customers who may be hostile or angry.
• Create, develop, and maintain tools to resolve customer questions and concerns.
• Provide technical advice and support in verbal and written format.
• Ensure appropriate internal and external communication and coordination is accomplished both within the operations team, Toll Division, WSDOT and other external entities as directed by the Customer Service Manager.

Qualifications
To be considered for this opportunity, the following are required:

• Five (5) years of equivalent experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

OR

• An associate degree AND three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

OR

• A bachelor's degree AND two (2) years of progressive experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

In addition, the following are required:

• Knowledge of effective methods and techniques of Customer Service
• Knowledge of computer operations, computer navigation and computer data entry programs
• Knowledge in adjudication and collection practices
• Experience with computer databases and file navigation, including proper use of data entry, tracking programs and MS Office Suite Products (e.g., Word, Excel, PowerPoint, Outlook, etc.)
• Skills and experience using customer relationship management tools.
• Strong ethical standards of conduct, integrity and honesty, and the ability to apply sound judgment when making decisions.
• Strong written and oral communication skills with customers, supervisors, co-workers, and other staff members.
• Project management skills: able to independently identify a need and put together increment steps to implement a change.
• Ability to de-escalate and communicate with potentially hostile or angry customers.
• Ability to work independently and have strong problem-solving skills to resolve customer inquiries, complaints, etc.
• Ability to exercise judgement and resolve problems and make decisions with few prescribed or established approaches.
• Ability to research and obtain analysis capabilities and new information from internal resources and adjust direction based on new development.

It is preferred that qualified candidates also have:

• Familiarity in all aspects of toll technology and the Good To Go! Program including billing and toll enforcement.
• Experience utilizing lean tools and practices.
• Familiarity with WSDOT's mission, goals, and objectives, as well as Washington State Rules and Regulations
• Knowledge and experience with contact center operations and management tools
• Knowledge of contact service performance metrics and high-level reporting practices
• Knowledge and familiarity with WSDOT's agency goals, as well as Washington State Rules and Regulations
• Experience in the tolling industry
• Experiencing working in a call center or in Customer Service
• Lean green belt certification

Important Notes

• This recruitment may also be used to fill additional positions per business needs.
• This position may offer flexible/hybrid remote work options.
• The salary listed includes the legislative approved 5% salary premium for positions in King County.
• In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position. For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements. Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code.
• WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.wa.gov .

Why WSDOT

• Work-Life Balance - We offer flexible work schedules that allow you time for your life outside of this excellent opportunity.
• Paid Leave - In addition to 12 paid holidays, full-time employees mayearn up to 25 paid vacation days per year!
• Tuition Assistance - Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness.
• Plan For Your Future - WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs, and much more. Go to State Benefits for more information.

Check out this video to learn more: Why WSDOT?
How to Apply
Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Therefore, it is very important that the "Work Experience" portion of the application be completed in as much detail as possible.
In order to be considered for this opportunity, please include the following with your online application:

• An attached Resume outlining (in reverse chronological order) your experience to date.
• An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role.
• Contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. This information can be entered in the "References" section of the online application; does not require an additional attachment.

Please click the "APPLY" button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application to this opportunity.

WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/ or gender identity, are encouraged to apply. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter.

Contact us
For inquiries about this posting, you may contact the assigned Recruiter, Amanda Strebeck, at strebal@wsdot.wa.gov . Please be sure to reference Customer Advocate Lead #05101 in the subject line.Employment Type: Full Time - Permanent