• Customer Service Specialist 3: $3,167 - $4,261
• Customer Service Specialist 4: $3,480 - $4,656

Supervises staff, directs, and supports warehouse functions
Tasksinclude:

• Supervises classified warehouse operator staff, guiding and supporting their career paths, and reviewing their work to ensure RC expectations, standards, policies, and procedures are met.
• Reviews and assigns staff to records pick-up schedules, modifying the schedules as needed to ensure work is completed safely, accurately and timely.
• Trains new hires in the basic aspects of RC activities, safety, and equipment operations and longer-term staff new assignments as needed.
• Works with Customer Service Manager to plan and coordinate the use of available warehouse storage space, ensuring efficient use and continued availability of growth space.
• Utilizes RMS to accurately receive, store and retrieve records from RC holdings.
• Shelves and scans incoming boxes using RMS to verify each barcode is valid within the system and placed in the proper location.
• Ensures staff maintain cleanliness, organization, safety and security of work and storage areas.
• Operates various self-propelled lift trucks such as stock pickers, pallet jacks, forklifts, and hand trucks.
• Retrieves and mails/directs requested records and dispositions from RC warehouse and annex.
• Reports regularly on the status of RC operations to supervisor.
• Coordinates the disposal of agencies’ records.
• Sorts, scans, and interfiles returned records from customer agencies.
• Loads, unloads, and sorts all incoming records, mail, and supplies.
• Fulfills requests for supplies from customer agencies.
• Performs daily and weekly equipment maintenance and safety checklists.
• Drives RC vehicles, locally and statewide, to deliver supplies and pickup records.
• Evaluates performance and provides feedback.
• Counsels staff when improvement is needed and elevates serious issues to the Customer Service Manager.

• Answers customer contacts via phone or email; advises customers of proper procedures regarding storage, access, and disposition of records.
• Works with customers to resolve records problems; Reviews documentation and database information to resolve customer inquiries.
• Assists management in emergent situations and in creating short- and long-term goals.
• Utilizes RMS to track and research RC holdings.
• Utilizes RCMS to verify reference requests and transmittals
• Tracks and schedules maintenance and repairs of Records Center vehicles and warehouse equipment.
• Tracks inventory of Records Center office and warehouse supplies, working with OSOS procurement staff to ensure on hand supply is always adequate.
• Participates in developing new procedures and improvements to RC software
• In the absence of the Customer Service Manager fills in at meetings, training, tours, and events.
• Completes other tasks as assigned

REQUIRED QUALIFICATIONS

• 
  Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
• One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position

• Bachelor’s degree in business administration or related field
• Experience operating warehousing equipment; order picker, forklift, pallet jacks, hand carts, barcode reader, etc.
• Experience driving box trucks
• Knowledge of the Washington State records retention systems.

• Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
• Six months of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position

• Bachelor’s degree in business administration or related field
• Experience operating warehousing equipment; order picker, forklift, pallet jacks, hand carts, barcode reader, etc.
• Experience driving box trucks
• Knowledge of the Washington State records retention systems.

WORKING CONDITIONS
In this position, the incumbent works primarily in a warehouse setting where lift trucks are in use, work is performed at heights up to 36 feet, and equipment hazards are present. Safety awareness and knowledge must be practiced. The standard work hours are Monday-Friday from 6:30 AM to 3:00 PM. Occasional statewide travel will be required that may require overnight stays. Infrequent overnight trips (5 or 6 max/year) in trucks to eastern WA for records delivery and pickup, supplies, surplus, etc. The incumbent in this position operates machinery such as box trucks, order pickers, forklifts, pallet jacks, and hand trucks, computer, phone, copier, and fax. Safety shoes and uniforms are required and supplied by the office. Must drive trucks up to 26,000 GVW. The incumbent ability to repeatedly lift up to 50 lbs. for extended periods of time with/without a reasonable accommodations. Interacts with customers, both internal and external

Special Requirements:

• 
  This position is covered by a union shop provision; therefore, as a condition of employment, the candidate appointed will be required to become a member of the Washington Federation of State Employees (WFSE)
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position
• Current Washington state driver's license or have requested and obtained an appropriate accommodation
• All employees of the Office of the Secretary of State are required to be fully vaccinated and show proof against COVID-19. Your vaccine status will be verified by Human Resources (HR) prior to your first day of employment. Please contact HR if you need information on a medical or religious accommodation at hr.sos.wa.gov.

• To be considered for this position you must attach the following:
  • Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
  • Current Resume
  • Three Professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered. In addition, if the employer you identify in the additional information section is not included on your resume or work experience profile and/or you do not identify an employer, you will not receive credit.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must black out your social security number before attaching it to your application.