Customer Service Specialist 2

This job opportunity is exclusively for current DES employees only. Please note if you are not a DES current employee your application will not be reviewed or considered at this time.

Who We Are:
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.

This Customer Service Specialist 2 (CSS2) position supports the DES Surplus Operations’ mission by providing excellent customer service skills in person, on the telephone and through electronic mail for cashiering and general program information inquiries. Customer Service skills will be essential for the success of this position as you will have constant interaction with public and agency customers. The selected CSS2 will work with other CSS2’s performing financial transactions which include cashiering, billing, banking transactions, etc. for all Online sales, Public Store sales and Priority sales. The incumbent should understand and possess the ability to support the Online Auction sales, and Public Store sales which directly promotes the program’s goal of sustainability and savings.

• Payment processing for public customers, online sales and agency sales
• Balance daily cash receipts for all payments at the end of each business day
• Prepare daily financial transmittals using the Surplus Request Management System
• Reviews and verifies fiscal reports for accuracy; investigates and corrects errors to ensure compliance with established procedures and policies
• Use basic arithmetic to perform computations
• Prepare closing online sales invoices and bills of sale daily
• Prepare appropriate paperwork for shipping and freight for paid online auctions
• “Report of Sale” notification to DOL daily for all titled vehicle/equipment sales
• Prepare invoices using SRMS and POS systems for priority sales
• Process credit and debit card transactions via phone
• Maintain “Reseller Permit” file
• Adhere to all guidelines and policies to ensure appropriate turn-around time (promote our 60-day commitment to our agency customers) on movement of sold or unsold products
• Communicate with online auctioneers to ensure all paid auctions have been picked up or shipped
•  Knowledgably answers all inquiries from internal stakeholders, priority and public customers

• Answering multi-line phone for eight Surplus Operations business line groups
• Monitors eight group electronic mailboxes to ensure timely responses, meeting agency goals to respond (not necessarily resolve) within one hour (but no longer than 24 hours)
• Involves supervisor/management when needed
• Composes electronic correspondence responses to frequent requests for information

• Answer customer’s questions regarding pick up of listings
• schedules auction pick-up and preview appointments
• Acts as liaison between auction winner and offsite auction contacts
• Once shippable items under 10lbs are sold, payment is received, and the required paperwork is returned; packages and ships those items to the customer
• Tracks all shipped auction items and official auction documents
• Forwards tracking information provided to us by CMS to the customer
• Other Duties as assigned

• Two (2) years of experience providing assistance to customers regarding inquiries, complaints, or problems
  AND
• One year of experience using a Point-of-Sale System (experience may be gained concurrently)

Preferred/Desired Qualifications

• Proficient in Outlook, Word and Excel
• Ability to communicate both oral and written, in a clear, professional manner
• Experience in the retail sales market
• Excellent organizational skills. Able to manage and prioritize multiple tasks
• Excellent customer service skill and experience working and experience with people from various social and economic backgrounds
• Cashiering and balancing experience
• Experience operating a multi-line telephone
• Positive attitude and willingness to learn
• Able to work well with co-workers
• Aware of surroundings and contributes to a safe working environment

AND
Diversity Equity and Inclusion (DEI) Competencies
  Incumbents to this position must possess and demonstrate the following competencies: 

• Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace. 
• Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment. 
• Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment. 
• Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community. 
• Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization. 

How to Apply: 
 Interested? We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.
  
Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:

• A letter of interest 
• A current resume detailing experience, and education
• A current list of at least three (3) professional references with current contact information (can be provided at the time of interview)

Do not attach any documents that include photos or private information (social security number, year of birth, etc.).
 
Please Note: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.

Salary : $3,239 - $4,299