Customer Service Specialist at State of Washington, WA in Spokane County – Cheney

Job description

• The Office of Secretary of State (OSOS) offers some of the most unique and diverse job opportunities in state government. Its critical responsibilities include: ensuring a fair and accurate elections process; connecting Washingtonians through the power of libraries; protecting our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse. This independent office under the state Constitution operates from facilities in the Olympia area and statewide.
• The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal Public Service Loan Forgiveness program.
• The Corporations and Charities Division is instrumental in Washington's business and nonprofit community. This division registers all corporations, charities, and nonprofits in Washington State, and it provides essential information about businesses and charities to promote public trust and confidence. Information available in public records about registered corporations and charities can now be searched online.
• Additionally, the Corporations Division registers trademarks for use in Washington, administers the Apostilles Program to authenticate notarized documents for international use, and administers the Domestic Partnership Program.
• Customer Service Specialist
• Full-time, Permanent
• This position reports to the respective Program Specialist 3 within the designated program and supports the organization’s mission by providing customer service by phone, chat, mail, email, and in person. This position additionally processes various filings and researches and applies rules, guidelines, statutes, and division requirements
• This job posting will be used to fill multiple vacancies.

Responsibilities

• Assists customers by phone, chat, email and/or via online filing system, in reviewing and processing various filings across the division
• Independently responds to and resolves inquiries, complaints, and customer service issues via email, chat and phone.
• Provides customer service and assistance regarding forms, online processes, and other filing requirements for the division.
• Reviews documents (within the online filing system) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers via phone, chat, and email regarding documents filed and payments received.
• Prepares online documents for the program’s database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.
• Serves customers in person in reviewing and processing various fillings across the division
• Reviews documents received in person (ex: originals, mail, front counter) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers in person regarding documents filed and payments received.
• Assists in receiving, sending and filing USPS mail.
• Prepares documents in person for the program’s database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.
• Provides information to the public, registered entities, and federal, state, and local governmental organizations.
• Miscellaneous
• Performs other duties as assigned.
• Fills in for other Customer Service Specialist 2 vacancies and/or other business needs when needed.

Requirements

• Two years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
• Ability to work with a high degree of accuracy and attention to detail.
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position.
• Proficient in Spanish; reading, writing and verbal communication.
• Office/clerical experience including drafting and proofreading correspondence, filing, answering phones, and/or responding to email from internal and external customers.
• Experience applying knowledge or agency laws, regulations, and procedures in resolution of inquiries, complaints and problems while maintaining appropriate confidentiality.
• Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria.
• PLEASE READ: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification.
• At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.

Skills

Required

• Strong customer service skills