What are the responsibilities and job description for the Customer Service Specialist 2 position at State of Washington Employment Security Department?
Description
During the initial training period, this will be a hybrid position which will require coming into the office in Olympia, WA at least a couple times per week. After a successful training period, the position will return to mainly virtual, but the employee will need to be available to come into the office as needed.
Our ideal candidate is a team-player, self-driven and possesses excellent customer service skills. They will have exceptional written and verbal communication abilities. The candidate will excel in phone communication and is comfortable engaging in calls for the majority of the workday.
As Customer Service Specialist 2, you will act as a direct link between the Occupational Employment and Wage Statistics (OEWS) unit and Washington State employers. As the OEWS Customer Service Specialist you will be responsible for collecting occupation and wage information from employers to help the unit meet all deliverables set by the Bureau of Labor Statistics (BLS).
You will collect occupational employment and wage data using a BLS approved OES survey. The occupational employment estimates produced from OEWS survey data are used to create employment projections and for listing growing and declining occupations. The wage portion of the survey is used by job planners and job seekers to identify the wage levels of various occupations in the state.
Duties
Compile, compute, assemble and compare data in support of reports, studies and forecasts. This includes:
- Conduct outgoing/incoming phone, email, and fax surveys and incoming mail surveys with established or new client databases using various resources.
- Gather, enter, compile, compute and assemble numerical and/or narrative data into electronic databases and forms within established standards.
- Participate in unit trainings on how to conduct industry research and to understand survey language. Use acquired knowledge to respond to questions and to explain or inform the client about the survey.
Complete personnel related activities and assist other staff. This includes:
- Submit and follow requests for equipment problems.
- Prepare productivity and project goal attainment reports and charts.
- Provide administrative support for the supervisor and staff
Other duties as assigned.
To request a detailed position description, click here.
Qualifications
- High school graduation or G.E.D. and three years of business, government, or military clerical experience, of which one year must be at the Office Assistant 2 level or equivalent
OR One year as a Customer Service 1 or equivalent
OR A combination of education and/or relevant experience
College or business school training may be substituted, year for year, for all the required clerical experience.
Special Requirements/Conditions of Employment:
- Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents.
Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
Supplemental Information
Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team, Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
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