Customer Service Specialist 2

Full Job Description

**Schedule:This is an on-site position based in Olympia. The standard office hours are Monday through Friday, 8:00 a.m. - 5:00 p.m.
Due to the nature of the work there is an in-office expectation. Customer Service Specialist’s with the PDC are currently working a modified in-office/telework schedule.
Minimal travel is required to attend in-person trainings.

Interested in helping shine a light on money in politics so that the people of Washington state understand who and what is influencing their elected officials? Are you skilled at explaining complex laws, rules, and procedures in layman's language and applying them to real-world situations?

The Public Disclosure Commission (PDC) was created by an initiative of the people to provide timely and meaningful public access to accurate information about the financing of political campaigns, lobbyist expenditures, and the financial affairs of public officials and candidates, and to ensure compliance with and equitable enforcement of Washington's disclosure and campaign finance laws.

About the Opportunity:
As a Customer Service Specialist 2, you will independently handle customer inquiries, complaints, and service issues by explaining the agency's interpretations of laws, policies, and procedures related to the Public Disclosure Commission (PDC). Acting as a liaison between clients and the agency, you will assist customers in accessing services, navigating agency-specific web tools, and using online systems such as filing and registration applications. Your key responsibilities will include responding to inquiries via phone, in-person, and the online help desk; guiding users through the Commission's website; and utilizing the PDC's database to address questions. You will also assist with standard application processes, explain forms and materials, and review and enter data from disclosure reports to ensure compliance with filing requirements. Additionally, you will scan, index reports, and manage mail processing tasks. This role is vital for maintaining effective communication and resolving client/customer issues. The position ensures advanced customer service while adhering to agency policies and procedures.

Who we are looking for:
We need someone who has superior attention to detail and can perform independently. If you are someone who wants to work with a collaborative team of dedicated staff and you are committed to ensuring public access to information, this job is for you!

Requirements

In addition to sharing reception, customer service, and data entry duties, you will serve as the primary contact for customer inquiries, providing interpretations of agency-related laws, policies, and procedures.

You will be the primary contact for external entities that do business with the PDC, such as candidates, elected officials, committee treasurers, and lobbyists.

You will independently support them by providing information, resolving issues, and ensuring compliance with disclosure laws and will refer to staff as needed for complex inquiries and issues.

Some of What You Will Enjoy Doing Includes:

• Provide telephone and in-person office customer support, as well as provide support via an online help desk.
• Guide customers in navigating the Commission's website and accessing information.
• Provide routine guidance on using filing and registration applications, including information about PDC processes and procedures.
• Provide agency interpretation of laws, regulations, and processes to resolve inquiries on filing requirements, e-filing systems, complaints, and other PDC services.
• Resolve complaints independently whenever possible and refer to appropriate PDC staff as necessary to resolve more complex issues.
• Utilize the PDC database and imaging system to respond to inquiries from the public and staff.
• Provide clear explanations of forms, pamphlets, and other materials, and give presentations and assistance to customers and other state or federal agencies as needed.
• Document and track client/customer issues using computer applications and software.
• Identify and suggest changes to agency policies and procedures to address common customer service issues.
• Review reports submitted by regulated campaigns, lobbyists, and others to ensure compliance with minimum filing requirements.
• Contact filers of deficient reports to explain what additional information must be submitted.
• Extract relevant data from reports and enter it into the agency database.
• Scan paper reports to create digital images.
• Index reports in agency software.
• Receive agency mail deliveries, sort, group, date-stamp, file, and prepare reports for data entry
• Independently review incoming reports and correspondence, respond to basic inquiries, and refer more complex questions to appropriate staff.
• Ensure timely delivery of mail to intended recipients.

Qualifications

To qualify for this position, a candidate must possess one (1) of the following education and/or experience options:

REQUIRED:
[OPTION 1]:

[OPTION 2]:

[OPTION 3]:
Note: Candidates with relevant experience, community engagement, or certifications in public policy or advocacy are encouraged to apply.

Skills and Abilities:

• Effective written and verbal communication skills for diverse audiences.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with online collaboration tools and remote work platforms.
• Strong problem-solving skills.
• Basic knowledge of agency-related laws, policies, and procedures.

PREFERRED:

• Intermediate computer skills in the following: Microsoft Word, Excel, and Outlook.

Additional Information

How to Apply:
Interested? We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.

Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:

• A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position
• A current resume, detailing experience, and education
• A current list of at least three (3) professional references with current contact information

**Do not attach any documents that include photos or private information (social security number, year of birth, etc.).

NOTE: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not substitute for completing the “duties summary” section or supplemental questions of the application. Please do not “refer to resume” for detail, or your application may be disqualified.

Opportunity for All:
The Public Disclosure Commission celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

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 organization.

Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson by email at jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.