Customer Care Representative - Industries Specialist 1

Salary: $4,072.00 - $5,479.00 Monthly
Location : Grays Harbor County - Aberdeen, WA
Job Type: Full Time - Permanent
Job Number: 2023-15136
Department: Dept. of Corrections
Division: Correctional Industries
Opening Date: 11/29/2023
Closing Date: 12/6/2023 11:59 PM Pacific
Description
Customer Care Representative - Industries Specialist 1
Stafford Creek Corrections Center
Aberdeen, WA
Correctional Industries (CI) within the Department of Corrections (DOC), is seeking a highly motivated and qualified individual to fill the role as a Customer Care Representative - Industries Specialist 1. This position is located at Stafford Creek Corrections Center in Aberdeen, WA. This position is exempt from Washington State Civil Service rules. Exempt employment is considered at will.
If you are interested in applying and would like to be considered, please apply directly at careers.wa.gov AND attach the following items to your application:

• A current resume (indicating your related experience).
• A letter of interest (preferably no more than two pages) describing how you meet the qualifications and why you are an ideal candidate for this position.
• Three (3) professional references.

We are looking for evidence in your application materials that you have the experience, skills, and abilities indicated in this job posting. Qualified applicants whose responses most closely match the requirements of this position may be invited to interview. Carefully review your application before submitting. All information may be verified and documentation may be required.
AGENCY PROFILE:
Our mission at the Department of Corrections is to 'improve public safety'. With a vast number of innovative sustainability programs, and evidence-based practices used to reduce recidivism, Washington State is highly regarded as a strong leader in the field of Corrections.
Correctional Industries (CI) is a unique blend of business and government, using private industry tools and techniques to provide a public service. Operations within the state correctional facilities are supported by sales to state agencies, county and local governments, and not-for-profit organizations.
For information about the Correctional Industries located at the Stafford Creek Corrections Center, please visit the webpage.
DOC OFFERS:

• Flexible schedules.
• Comprehensive compensation packages.
• Training and development opportunities.
• The fulfillment of public service.

Duties
Duties include, but are not limited to:
Handles external / internal customer inquiries / requests dealing with the CI furniture operation by completing tasks including:

• Receives customer or CI account executive inquiries via phone, fax, and email.
• Reviews all orders for correct product information, pricing and options including substitutions.
• Works with the IS2 Customer Care Supervisor to coordinate with the Operations and Production Manager to establish product capacities and delivery dates.
• Responsible for recording inquiries/requests into Customer Service database.
• Interacts with customers, staff, and incarcerated workers to satisfy requests for information products, services, order status, special requests.
• Accountable for adequate, efficient coverage of the unit's customer service lines.
• Communicates directly with the Customer concerning product
  delays, deletions or substitutions.
• Makes outgoing calls; initiates faxes, email correspondence to
  customers, CI account executives and other stakeholders as needed to ensure timely follow-ups to inquiries/requests.
• Ensures customer complaints are tracked, handled and resolved in a timely
  manner.

Oversees the receipt and timely, accurate tracking of customer orders by completing tasks including:

• Collects, reviews, and distributes mailed, faxed, and emailed CI customer feedback surveys for processing.
• Reviews customer satisfaction reports prior to submission for management review.
• Receives, logs, and submits warranty requests for processing to appropriate stakeholders.

Operates a safe and secure Customer Care unit work environment in accordance with DOC and CI safety requirements by completing tasks including:

• Audits and screens all incoming and outgoing mail for security purposes.
• Coordinates, maintains security, and control of assigned offenders in the Customer Care Call center, complies with DOC-SCCC and CI policies.

Assist with purchasing and other office functions by:

• Assisting with purchasing and office functions as needed when coverage in areas are limited, such as emailing purchase orders, printing correspondences, and/or helping to facilitate work flow.

Ensures control and security of offenders in accordance with DOC policy by:

• Coordinates with custody staff on execution of best practices, submits timely and complete incident reporting as required, conducts offender worker safety training as required.

Qualifications
Required:

• High school diploma or equivalent.
• Two (2) years of direct customer representative experience.
• Strong skills with Microsoft Office Suite.
• Ability to articulate clearly via phone, email, and in person.

Desired:

• Two (2) years of documented experience in LEAN principles and implementation.
• Associate Degree from a college or university whose accreditations are recognized by the U.S. Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA) or foreign equivalent in Accounting, Inventory, Business Administration or closely related field.
• Excellent oral and written communication.
• Sales experience.
• Training experience.

Special Requirements/Conditions of Employment:

• Maintain regular and reliable attendance.
• Complete a felony disclosure form prior to employment and submit to a criminal background check.
• Successfully complete, within mandated timeframes, employee orientation and all other mandatory annual, in-service
  and other required training.
• Provide physical residential address and home telephone number to the Department of Corrections.
• Become familiar and comply with all Department policies and procedures and Collective Bargaining Agreements as
  applicable.
• Submit to drug testing in accordance with Collective Bargaining Agreement and agency policy.
• Must pass criminal justice background check.
• Must successfully complete CORE training for interaction with incarcerated.
• Must have valid driver's license.
• Must be willing to work with incarcerated adult male incarcerated.

Supplemental Information
Vision: Working together for safer communities.
Mission: Improving public safety by positively changing lives.Our Commitment: To operate a safe and humane corrections system and partner with others to transform lives for a better Washington.
DOC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, gender expression, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
IMPORTANT NOTES:

• Please include a minimum of three (3) professional references with your application. A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. **Please note: Phone number AND email address are required for all professional references.
• A background check including criminal record history will be conducted prior to a new hire. 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.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.
• We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws. A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.
• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
  
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
  
• Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire. When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.

What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 12 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

For questions about this recruitment, or to request reasonable accommodation in the application process, please email grace.kilmer@doc1.wa.gov. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday...