Customer Service Specialist ; Fleet

Fleet Operations Specialist

Schedule:

Monday-Friday 7:30am-4:30pm

Travel Requirements:
Frequent, primarily assists with delivering or shuttling vehicles

Tools and Equipment:
Standard shop and hand tools

Customer Interactions:
Daily

Work Setting, including hazards:
Office and key box locations, which may be outside or in parking garages.

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES' mission is to strengthen the business of government for a sustainable and just future. Learn more about DES

What you will be doing:

You will support the agency's mission of providing innovative and cost-effective solutions to agency customers. You will independently resolve complaints, inquiries, and customer service problems related to daily rental operations and fuel cards. You will also assist with coordinating the online rental and deployment of automated key-box systems and enter new operators into Fleet Operations computer systems. You will also serve as the primary contact for shared phone line coverage and resolve customer concerns related to Fleet Operations as well as assisting with coordinating automated key-box installations and ensures daily rental services run smoothly for fleet customers.

Some of what you'll do includes:

• Serves as primary support for incoming phone calls, customers, and a shared dispatch email inbox.
• Provides prompt solutions and corrective actions for customer concerns received by phone, email, or in-person. If a customer service issue needs to be escalated to the supervisor, this is done within 24 hours.
• Creates and maintains vehicle and customer records in Fleet Operations computer systems; work with Customer Account Representatives to reconcile records.
• Monitors daily rental reservation board, takes action on errors that occur.
• Installs, services, or update hardware related to automated key box systems.
• Orders, cancels, and maintains Fleet and Department of Transportation fuel cards.
• Maintains log of actions taken related to fuel cards.
• Conducts research to determine the reasons for card replacements.
• Educates drivers on how to use relevant cards.

REQUIRED:

[OPTION 1] Four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

[OPTION 2] An associate's degree AND two years of customer service experience; providing assistance to customers regarding inquiries, complaints, or problems.

[OPTION 3] A Bachelor's degree AND

• Must possess a valid driver's license under Washington state law and maintain a driving record that is free from serious traffic violations.
• Excellent interpersonal and communication skills and the ability to tactfully deescalate tense customer service situations while staying professional.
• Proficient using Microsoft Office products, such as Word, Excel, and Outlook.

Competencies:

Accountability:
Accept personal responsibility for the quality and timeliness of work. Recognize how your quality and timeliness of produced work may impact the work produced by others. Can be relied upon to achieve excellent results with little need for oversight. Effectively organize multiple assignments, sometimes of a complex nature of involving competing priorities, to produce work products and services that are accurate, thorough, and on time.

Diligently attends to details and pursues quality in accomplishing tasks. Identifies and corrects errors in calculations, catching discrepancies early to avoid bigger issues, and consistently produces work that meets high standards of accuracy.

Adaptability & Flexibility:
Able to successfully adapt approaches, goals, and methods to changing business needs, conditions, and work responsibilities to achieve successful results in dynamic situations.

Customer focus:
Understands customer needs and expectations and actively engages in meeting them. Talks about public service responsibilities and how actions impact customer satisfaction. Regularly follows up to ensure customer needs are fully addressed and shares customer service lessons to improve both internal and external success. Participates in quality improvement processes, focusing on enhancing customer service and overall satisfaction.

Ethics and Integrity:
Maintains confidentiality, keeps promises, and advocates for ethical behavior. Uses public funds and resources responsibly, protects private information, and avoids misrepresentation for personal gain. Consistently does what is right, even when no one is watching, and encourages others to uphold these standards.

Fiscal Accountability:
Handles public funds and resources responsibly and accurately by following fiscal guidelines, regulations, and standards. Processes financial transactions, commits fiscal resources, and prepares documents such as invoices and vendor payments with precision and attention to detail. Maintains and updates record-keeping systems to safeguard funds…