Customer Service Specialist 4

About WSDOT
The Washington State Department of Transportation (WSDOT) is a multimodal agency with a global reputation for excellence. Our dedicated workforce plans, designs, builds, and operates an integrated transportation system that safely and efficiently moves people and goods throughout the state. In addition to maintaining over 20,000 lane miles of state highway and 4,100 bridges, WSDOT leads an award-winning Active Transportation Plan, manages the world's longest floating bridge, and operates the largest ferry system in the nation!

The Opportunity
WSDOT is currently seeking a Customer Advocate Lead in Renton, WA to support the Good To Go! tolling program. 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 Service Specialist 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:

• Relationship Management & Collaboration: Demonstrated ability to build, maintain, and strengthen effective working relationships with internal teams, consultants, stakeholders, and subject matter experts to resolve issues and achieve project objectives.
• Communication & Professional Correspondence (Written, Verbal & Technical): Strong ability to communicate technical and policy related information clearly and effectively through written, verbal, electronic methods, and visual formats tailored to diverse audiences, including non-technical stakeholders.
• Process improvement & Initiative: Ability to identify opportunities to improve processes or workflows.
• Documentation & Professional Writing: Proven skill in producing accurate, concise, and professional correspondence, reports, and other documents that meet agency standards.
• Workload Management & Adaptability: Demonstrated ability to independently prioritize and manage multiple competing assignments, adapt to changing priorities, and meet deadlines while maintaining quality and compliance. Ability to independently identify a need and put together increment steps to implement a change.
• Conflict Management and Resolution experience: Ability to de-escalate and communicate with potentially hostile or angry customers. Have strong problem-solving skills to resolve customer inquiries, complaints, etc. 
• Teamwork & Independent Work: Ability to effectively contribute as part of a multidisciplinary team while also working independently with minimal supervision. Exercise good judgement, resolve problems and make decisions with few prescribed or established approaches.
• Digital Tools & Information Management: Proficiency in Microsoft Office, Adobe Acrobat, and document management systems, with the ability to efficiently create, manage, and securely share project documentation.
• Confidentiality & Professional Ethics: Strong ethical standards of conduct, integrity and honesty, and the ability to apply sound judgment when making decisions. Strong commitment to safeguarding sensitive and confidential information in accordance with legal, ethical, and agency standards.
• Growth Mindset: Actively demonstrates a commitment to learning and growth.
• Service-Oriented: Demonstrates a willingness to take action to meet the needs of others.

 
It is preferred that qualified candidates also have:

• Toll Industry Experience: Experience with electronic toll collection systems and tolling technology.
• Familiarity with the Good To Go! Tolling program, billing and toll enforcement.
• Adjudication and collections: Knowledge of adjudication & collection practices, with the ability to support ongoing efforts, and identify risks or discrepancies.
• Lean Experience: Experience applying Lean methodology principles to eliminate waste, improve efficiency, and enhance value for customers.
• Call Center Experience: Experience with contact center operations and management tools.
• KPl's Experience: Experience of contact service performance metrics and high-level reporting practices.
• WSDOT Agency: Knowledge and familiarity with WSDOT's agency goals, as well as Washington State Rules and Regulations.
• Continuous Improvement: Lean Six Sigma 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.gov

Why WSDOT 

• Work-Life Balance – We are committed to ensure that our staff experience the reward of public service, while also sustaining a routine that suits each individuals’ lifestyle.
• Paid Leave – In addition to 12 paid holidays, full-time employees may earn 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 a 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. 
• May be required to provide one or two writing samples that best demonstrates your ability to communicate with customers on complex situations. 

 
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 recruiter listed.

Contact us
For inquiries about this posting, you may contact the assigned Recruiter at Sidra.Fields@wsdot.wa.gov. Please be sure to reference 26DOT-NWR-05101 in the subject line.