Customer Service Specialist 2

Full Job Description

Who we are:
The Board of Registration for Professional Engineers and Land Surveyors (BRPELS) provides consumer protection to the public through the licensing of Professional Engineers (PE), Professional Land Surveyors (PLS) and On-site Wastewater Designers. The Board recommends rules and regulations for administering licensing and regulatory laws. BRPELS is a small agency that consists of eleven dedicated staff members who are knowledgeable in providing support and guidance for application of statute, laws, rules & policies on engineering, land surveying, and on-site practice. This agency is also responsible for investigating and resolving complaints, license verification and responding to general licensing questions. BRPELS is self-funded and fully supported by its licensing and registration fees.

For an in-depth understanding of the many services we provide, board meeting information, and how to contact BRPELS, we invite you to explore our website to learn more about the Board of Registration for Professional Engineers and Land Surveyors.

About this Opportunity:The Customer Service Specialist 2 (CSS2) is responsible for providing customer service to the public for Professional Engineers, Professional Land Surveyors, On-Site Wastewater Designers & Inspectors, Corporations and LLCs offering PE and/or PLS services in Washington State.

This role is responsible for performing basic professional licensing activities and providing technical assistance to the public and other staff.

Duties include regular contact with internal and external stakeholders, customers, and clients by phone, email, and in-person. This is not your typical customer service role.

This is a public-facing position which requires an experienced communicator.

The selected incumbent will be tasked with deescalating frustrated, angry, or uncooperative impatient customers on the phone and sometimes in person.

You will also serve as a Professional Online Licensing System Subject Matter Expert (SME) resource within the division and agency.

As the CSS2, you are responsible for providing customer service for internal and external stakeholders; perform licensing related activities and functions requiring knowledge of statutes, rules, regulations, and board and agency policies.

Who We Are Seeking to Join Our Team:Our tight-knit small office setting is seeking to recruit a focused, upbeat individual who is approachable, easy to communicate with, enjoys meeting and greeting all customers, is energetic about getting the work done, and who comes to work displaying a radiant and positive attitude.

You are a well-seasoned Customer Service Specialist that has a proven work history that reflects your ability to collaborate well with others.

If you have the ability to pay attention to details, able to work in a public-facing environment where resolving difficult problems, deescalating angry callers, has the ability to manage constant interruptions, a fast learner, able to explain and provide guidance on rules/laws/policies, and able to direct customers to websites & online resources, then you could be our next CSS2!

If you possess these characteristics, BRPELS invites you to apply!

Requirements

Some of what you’ll enjoy doing includes:

• Provides services to clients/customers both internal and external
• Assist customers in navigating public facing website and online services such as location of forms, applications, search tools, education requirements, laws, rules and policies
• Responds to inquiries regarding the professional online licensing system
• Applies knowledge and applicable laws, policies and procedures
• Creates and manages client/customer profiles and maintains integrity of the data and information while delivering specialized services
• Maintains appropriate confidentiality and compliance with all applicable local, state, and federal regulations
• Supports the testing, operation, troubleshooting and maintenance of the Professional Online Licensing System and system environment

Qualifications

Experience, Education and Competencies
[OPTION 1]
One year of experience as a Customer Service Specialist 1

[OPTION 2]
High school diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems

Preferred/Desired Qualifications

• Knowledge of office procedures and practices; business management practices, research methods and data collections; State and departmental policies; communication and correspondence practices
• Ability to: work independently; read, understand, and interpret policies and procedures; develop written reports; work effectively with others; communicate effectively, both in writing and speech
• Word – processing tasks such as merging and sorting, integrating text with graphics
• Excel – creating spreadsheets. Formatting data, e.g. inserting rows and columns, sorting, filtering
• Outlook – email, calendar, tasks, contacts
• Ability to use multiple computer programs
• Excellent interpersonal communication skills
• Effective organizational skills

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 describes 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.).

Please 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 be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.

Background Check Notice: Prior to any new appointment into a background check including criminal record history will be conducted as a condition of employment. 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.

Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Rachel Vaughan rachel.vaughan@des.wa.gov or email 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.