Customer Service Manager - Processing Center

State of Washington; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Customer Service Manager to lead a team of Retirement Specialists. The role emphasizes supportive leadership, effective communication, and managing complex customer service situations. The ideal candidate will foster a culture of inclusion and accountability while ensuring exceptional service delivery. This position offers the opportunity for telework and requires a commitment to professional growth and team development.

Qualifications

• 3 years of full-time professional experience in a supervisory role.
• Experience in resolving complex customer service situations.

Responsibilities

• Manage day-to-day functions of the team and establish clear goals.
• Coach team members in handling escalated customer service issues.
• Conduct performance evaluations and analyze productivity data.

Skills

Leadership

Coaching

Customer Service

Communication

Problem Solving

Education

Relevant lived experience

Tools

Microsoft Office

Word

Excel

Job description

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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

This recruitment will remain open until filled. Applicants who apply prior to the end of the day on Sunday, May 18, 2025, will be considered first. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process.

Persons of disability needing assistance in the application process, or those needing this announcement in an alternate format, may call the Human Resources Office at [phone] or TTY Relay Service at 711.

The Opportunity

We are looking for an exceptional leader to fill the role of Customer Service Manager in the Processing Center. This position leads and supports a unit of Retirement Specialists who are the primary customer service link for our active, retired, and inactive members and participants of the eight retirement systems, 15 retirement plans, and the Deferred Compensation Program administered by DRS.

Some Of What You’ll Do Includes

• 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 know and 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 as part of assessing performance, encouraging professional growth, recognizing successes, and ensuring excellent service.
• Reviewing and analyzing team productivity data and reports including productivity statistics and customer call recordings.
• Conducting performance evaluations in accordance with established rules and agency policy.
• 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 more complex or sensitive retirement-related issues.

Additional Information

After demonstrating the ability to perform work independently, you will be eligible to telework up to 2 days per week, at the discretion of the Appointing Authority and with a telework agreement in place. The ability to work remotely depends on the nature of tasks and projects, and the presence of a safe, reliable remote work environment. You must live within a reasonable commuting distance (less than 50 miles) to the DRS building in Tumwater, WA, and be willing to adjust your telework schedule as needed for meetings, trainings, etc.

Qualifications

Required qualifications include:

• Proven ability and experience in supervising and overseeing team member performance, including goal setting, reviewing productivity, providing feedback, and supporting training needs.
• Demonstrated supportive and engaged leadership behaviors such as coaching, mentoring, recognizing, motivating, and demonstrating accountability.
• Experience in responding to and resolving complex, sensitive, and/or customer service situations.

This experience is typically gained from at least three (3) years of full-time professional experience. Relevant lived experience, including volunteer or personal experience, may also contribute.

Proficiency with Microsoft Office, Word and Excel (version 2016 or newer) is required, including ability to utilize multiple applications simultaneously.

Preferred Competencies

Our ideal candidate will also demonstrate:

• Customer Focus: Dedication to meeting customer expectations, delivering high-quality services, and maintaining effective relationships.
• Leading Others: Fostering a work environment emphasizing coaching, development, motivation, recognition, and accountability.
• Communication: Effective conveying of information in writing and verbally, tailored to the audience.
• Coaching and Mentoring: Guiding employees to maximize their talents and achieve success.
• Problem Solving: Analyzing root causes and developing effective solutions considering risks and organizational goals.
• Accountability: Managing performance to meet expectations and organizational goals.

Application Requirements

Please attach:

• A cover letter addressing your leadership experience, coaching, recognition, delegating, setting expectations, and handling complex customer service situations.
• A resume outlining your experience related to the job duties and qualifications.

How to Apply

Complete all sections of the online application and answer all supplemental questions. Applications with