Customer Service Manager - Processing Center

Washington State Department of Retirement Systems; Olympia (WA); On-site; USD 70,000 - 90,000; Full time

Job summary

Join a leading organization as a Customer Service Manager, where you will oversee a dedicated team, enhance service delivery, and promote professional growth. This role emphasizes supportive leadership and effective customer service management in a collaborative environment. You will have the opportunity to telework part-time while leading a team that serves public employees in Washington.

Benefits

Comprehensive benefits package

Retirement plan

Health insurance

Dental insurance

Vision insurance

Professional growth opportunities

Qualifications

• Minimum of three years of relevant professional experience.
• Proven ability in supervising team performance including goal setting and feedback.

Responsibilities

• Manage day-to-day functions of the unit and establish clear goals.
• Coach team members in complex customer service situations.
• Review team productivity data and conduct performance evaluations.

Skills

Leadership

Coaching

Problem-Solving

Customer Focus

Communication

Tools

Microsoft Office

Word

Excel

Job description

Join to apply for the Customer Service Manager - Processing Center role at Washington State Department of Retirement Systems

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Description

Are you a supportive and engaged leader who values and promotes professional growth, meaningful group and individual recognition, and accountability within your team? Are you able to effectively guide a team with diverse learning styles and coaching needs? And do you value working in a culture of inclusion and belonging? If your answers are Yes, the role of Customer Service Manager at the Department of Retirement Services may be the ideal opportunity for you!

Duties

• Managing and overseeing the day-to-day functions of the unit, establishing clear goals and expectations for team member work performance and behavior, ensuring adequate staffing and coverage.
• Collaborating with other unit managers in the development and implementation of customer service policies and procedures.
• Ensuring team members understand processes, procedures, and expectations for delivering exceptional customer service.
• Assisting with and coaching team members in responding to complex, sensitive, or escalated customer service situations.
• Working with team members to create career development plans and providing coaching and support in working toward goals.
• Observing team members regularly to assess performance, encourage professional growth, recognize successes, and ensure excellent service.
• Reviewing and analyzing team productivity data and reports, including productivity statistics and customer call recordings.
• Conducting performance evaluations in accordance with agency policies.
• Managing and resolving complex, sensitive, and/or escalated customer service issues.
• Consulting with leadership on issues and recommending changes to enhance service delivery.
• Participating in agency projects, including legislation implementation, acting as content or business process expert in relation to complex or sensitive retirement-related issues.

Additional Information

After demonstrating the ability to work independently, you may be eligible to telework up to 2 days per week, subject to management approval and a telework agreement. You must reside within 50 miles of Tumwater, WA, and be willing to adjust your telework schedule as needed for meetings and training.

Qualifications

Required:

• Proven ability and experience in supervising team performance, including goal setting, performance review, feedback, and training.
• Supportive and engaged leadership behaviors such as coaching, mentoring, motivating, and accountability.
• Experience in responding to and resolving complex customer service situations.
• Minimum of three (3) years of relevant professional experience.
• Proficiency with Microsoft Office, Word, and Excel.

Preferred:

• Customer focus, leadership, communication, coaching, problem-solving, and accountability skills, gained through education, work, volunteer, or personal experience.

Application Instructions

Attach a cover letter addressing leadership experience, coaching, recognition, delegation, and customer service resolution. Provide a chronological resume specific to this role. Complete all online application sections; incomplete applications will not be considered.

Additional Requirements

• References, background checks, and personnel file review may be required.
• Must possess work authorization in the U.S. without sponsorship.

Why Work for DRS?

We serve over 930,000 public employees in Washington, offering a comprehensive benefits package, including retirement, health, dental, vision, and professional growth opportunities. We promote diversity, equity, and inclusion, supporting a collaborative and engaging work environment.