Customer Service Specialist

Customer Advocate Lead

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!

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.

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.

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…