L&I Customer Service Manager

Position Summary

Manage operations of the Customer Service Program (CSP) in three service locations (Everett, Mount Vernon, Bellingham) for the Department of Labor and Industries. This includes managing CSP staff, budget, property management, contracts and policy development and implementation. Working with Customer Service Managers across the state, you will design and manage all aspects of the CSP, prepare and monitor the region customer service implementation plans, develop and implement quality customer service training, provide consultation and facilitate problem resolution.

Direct, plan, organize and coordinate the delivery of services by CSP staff; develop and implement customer service strategies; plan procedures and methods for service delivery, currency management, training and computer technology for the program.

Supervise Office Managers with overall responsibility for 20 or more support staff; ensure Office Managers fulfill their duties of maintaining day‑to‑day operations of each service location; develop performance expectations, employee training and development plans; ensure cash control policies are followed and agency funds are safeguarded; facilitate problem resolution above the Office Manager level; ensure staff work in a safe manner; coordinate and communicate with leadership teams and safety committees.

Manage the overall operation of facilities and coordinate all facility issues including space allocation, contracts and budget impacts.

Develop and implement performance measurement systems and workload indicators to determine resource allocation and program needs.

Work with key department personnel to design and implement cash control systems for managing the daily receipt of money in field locations; collaborate with Client Service Manager peers to ensure consistent, appropriate and valuable service to customers statewide.

Determine strategies for the development of procedures affecting the region’s customer relations and counter services; collaborate with program managers and staff on policy development, implementation, training and public education on all department initiatives affecting the Customer Service program.

Participate as a team member on agency projects.

And so much more!

Experience will substitute years for years of education. Position typically requires a bachelor’s degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems.

• Experience collaborating as a manager with other managers, excellent communication skills, and experience managing a facility. Able to manage a team in an environment governed by statutes, contracts, government or business applications.

Opportunity open to internal candidates only. Position is scheduled to last 12 months.

Eligible employees will become qualified for a generous retirement package at the end of the career. Teleworking is available as a work schedule option, and L&I offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for benefits. L&I is a diverse state agency dedicated to safety and health of Washington’s workers. The agency is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Veterans may attach DD‑214 or other documentation to claim preference.

If you have any questions regarding this job posting or the agency, please contact April Sharp.