Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

We are looking for an experienced manager to lead, motivate, inspire and develop other leaders, with the goal of helping the agency provide exceptional customer service to the citizens of Washington.

THE TEAM:

This position is part of Labor and Industries’ Region 2 which is made up of three offices located in Bellevue, Seattle, and Tukwila. The region is managed by a Regional Administrator, who this role reports to. This position manages the Customer Service Program in the region and works closely with each of the three Office Managers/CSS4’s and their teams.

THE ROLE:

As the Customer Service Manager (CSM) for Region 2, working with the Regional Administrator, you will coordinate the overall operations of the Customer Service Program (CSP) in the entire region. This includes managing CSP staff, budget, property management, contracts and policy development and implementation.

You will work together and collaborate with other Customer Service Managers across the state to design and manage all aspects of the Customer Service Program. In this role you will be responsible for preparing and monitoring the region’s customer service implementation plans, develop and implement quality customer service training, provide consultation and facilitate problem resolutions.

As the Customer Service Manager, you will assist the agency's customers to conduct their business and understand their rights and responsibilities by providing courteous, accurate, timely and consistent service. This position is critical in supporting the agency’s goals.

Some of what you’ll do:

• Manage Regional Customer Service Program:

• Direct, plan, organize and coordinate the delivery of services by staff of the Customer Service Program in Region 2 Service Locations.
• Develop performance expectations, employee training and development plans.
• Ensure cash control policies are being followed and agency funds received are safeguarded.
• Manage 24/7 building emergency contacts and the Business Continuity Plan in coordination with regional safety and health professionals.

• Manage Regional Facilities:

• Manage the overall operation of facilities and coordinate all facility issues.
• Ensure the building components and equipment are operating or repaired as required.

• Program Performance:

• Develop and implement performance measurement systems and workload indicators to determine resource allocation and program needs.
• Conduct surveys and analyses of customer experiences to determine the effectiveness of the program, identify gaps and initiate improvements.

• Program Development:

REQUIRED:

OR

DESIRED:

• Experience working with Labor & Industries programs.
• At least two years’ experience as a supervisor or manager.
• Experience managing, coaching and mentoring supervisors and staff for personal and professional growth and development.
• Knowledge of management principles including: development and implementation of policies, procedures, team-building, negotiation, personnel management, oral/written communications and leadership.
• Ability to calmly and efficiently address complex and/or conflicting issues with short timelines.
• Prioritize, analyze and independently make management decisions on regional customer service issues.
• Experience working with LEAN and /or other continuous improvement methodologies.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career. Click on the “Benefits” tab to learn more.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

Per Governor Inslee’s Directive 22-13.1, state employees must be fully vaccinated effective November 4, 2022. Providing proof of being fully vaccinated is a condition of employment and your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact April Sharp (she/her/hers) at elib235@lni.wa.gov or Angela Laramie (she/her/hers) at lari235@lni.wa.gov if you need information on medical or religious accommodation.

For this position, telework is permitted part time dependent upon business needs and supervisor approval. The assigned duty station for this position can be Tukwila, Northgate, or Bellevue, Washington.

For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.

Please include the following documents with your application:

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current telephone numbers.

Please do not attach or place any information about your vaccination status, including listing the governor’s mandate as a reason for leaving employment, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

Other information

• A job offer is contingent upon completion of a background check that includes a criminal record review.
• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented by the Washington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know?

Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov.

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency’s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

WFSE CBA 42.21 King County Premium Pay
Employees assigned to a permanent duty station in King County will receive five (5) percent Premium Pay calculated from their base salary. When an employee is no longer permanently assigned to a King County duty station they will not be eligible for this premium pay.

If you have any questions regarding this announcement, program, or the agency please contact April Sharp (she/her/hers) at elib235@lni.wa.gov or Angela Laramie (she/her/hers) at lari235@lni.wa.gov.