Customer Service Manager - Processing Center

Washington State Department of Retirement Systems; Washington, Tumwater (District of Columbia, WA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead a dedicated team of Retirement Specialists. This role involves overseeing daily operations, coaching team members, and ensuring exceptional service delivery to active, retired, and inactive members. You will foster a culture of professional growth and accountability while collaborating with other managers to implement effective customer service policies. Join a supportive environment that values diversity and inclusion, and play a key role in enhancing the customer experience for thousands of public employees.

Benefits

Flexible work schedules

Tuition reimbursement

Access to LinkedIn Learning

Community involvement opportunities

Free Parking & EV Chargers

Infants at Work Program

Opportunities for professional growth

Commitment to team member safety and wellness

Commute Trip Reduction Program

Qualifications

• 3+ years of experience in customer service management.
• Proven ability to lead and develop a team effectively.

Responsibilities

• Manage day-to-day functions of the customer service unit.
• Coach team members in complex customer service situations.

Skills

Team Leadership

Customer Service Management

Coaching and Mentoring

Problem Solving

Communication

Microsoft Office (Word, Excel)

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

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 get first consideration. 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.

NOTE: After effectively 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 is dependent on the nature of the tasks and projects assigned and the presence of a remote work environment that is safe and has an appropriate level of reliable connectivity. You must live within a reasonable commuting distance (less than 50 straight-line miles) to the DRS building in Tumwater, WA, and must be willing and able to adjust your telework schedule, whenever necessary, to complete work assignments, attend mandatory meetings, trainings, etc., at the DRS facility.

Qualifications

What we're looking for (required qualifications):

Proven ability and experience in:

• Supervising and overseeing team member performance, including setting goals and expectations, reviewing productivity and performance, providing feedback to team members, and identifying and providing needed training and support; and
• Demonstrating supportive and engaged leadership behaviors in a professional environment (e.g., coaching, mentoring, recognizing, motivating, demonstrating accountability, etc.); and
• Successfully responding to and resolving complex, sensitive, and/or customer service situations.

The above experience is typically gained from a minimum of three (3) years of full-time professional experience. Please note, relevant lived experience which may include volunteer or other personal experience, may contribute to meeting these qualifications.

• Demonstrated proficiency with Microsoft Office, Word and Excel (version 2016 or newer);
• Demonstrated ability to utilize multiple computer applications simultaneously.

In addition to the required qualifications listed above, our ideal candidate will also have demonstrated competency in the following areas (competency may be gained through education; work, volunteer, or personal experience; or a combination thereof):

Customer Focus: Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships. Committed to continuous improvement and always acts with the customer in mind.

Leading Others: Provides for and fosters a work environment that emphasizes the coaching, development, motivation, recognition and accountability of others. Sets clear goals and expectations, delegates work appropriately and values and uses feedback. Demonstrates the courage to address performance problems and issues promptly. Treats team members equitably. Is seen as inquisitive and curious about the team's performance and asks questions to gain further understanding of what the team needs to be successful.

Communication: Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams.

Coaching and Mentoring: Counsels and guides employees to use their talents and achieve their best. Provides information, instruction, feedback, suggestions, recognition and encouragement to maximize success on the job. Models successful behaviors, including work ethic and ethical standards.

Problem Solving: Analyzes problem to identify the root cause(s). Evaluates possible courses of action; uses reason, logic, and creativity to reach conclusions. Develops timely, effective solutions that take into consideration alternatives, risks, and consequences in relation to organizational goals, resources, and constraints.

Accountability: Understands the link between job responsibilities and organizational goals. Manages their own performance to meet expectations and achieve expected results. Models successful behaviors, including work ethic and ethical standards.

Supplemental Information

Be sure to read this entire section - We promise, it'll be helpful!

To be considered for this position, please be sure to attach the following to your online application:

• A cover letter which addresses your experience leading others; including experience in coaching, recognition, delegating, setting expectations, and providing feedback. Also, your letter should highlight your experience responding to and resolving complex, sensitive, and/or customer service situations.
• A chronological resume outlining your experience specific to the requirements for this position.

How to Apply: Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply. Be sure to complete all sections of the on-line application and answer all supplemental questions.The work history section of the on-line application should be completed fully. Application fields that say "see resume/attachment" will not be considered. Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.

References, Personnel File Review, and Background Checks

• If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required;
• If you are current or recent state employee, we will also review your personnel file as part of our selection process;
• A job offer is contingent upon completion of a background check that includes a criminal record review.

Work Authorization

• Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future;
• DRS 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.
• DRS does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visitwww.uscis.gov.

Why Work for DRS? At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and we serve over 930,000 current and former public employees in Washington. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers. Regardless of what our specific duties may be, we are all dedicated to one purpose: ensuring our members have the information, tools, expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers' expectations. All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful.

DRS offers a generous benefits package that includes membership in the Public Employees Retirement System; health, dental and vision coverage and participation in the Deferred Compensation Program. Also, as a public service employee you may also be eligible for student loan forgiveness. (See the Benefits tab at the top of this post for more information).

Other perks include:

• Flexible work schedules
• Infants at Work Program
• Tuition reimbursement
• Opportunities for professional growth
• Access to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement and charitable giving opportunities
• Commute Trip Reduction Program
• Free Parking & and EV Chargers available
  
  

Veteran's Preference: Applicants wishing to claim Veteran's Preference should attach a copy of their DD214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or redact any personally identifiable information such as social security numbers and year of birth. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.

The Washington State Department of Retirement Systems is an equal opportunity employer supporting diversity, equity and inclusion. DRS does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental or physical disability or the use of a trained dog guide or service animal by a person with a disability.

If you need assistance with the online application or have questions regarding the recruitment, please contact Human Resource office at [e-mail]. 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.

Come join the DRS team!