Customer Service Specialist 2 - Optical

Full Job Description

Correctional Industries (CI) within the Department of Corrections (DOC), is seeking a highly motivated and qualified individual to fill a full-time, non- permanent, Customer Service Specialist 2 (CSS2) position in Optical at Airway Heights Corrections Center in Airway Heights, WA. This position typically works Monday through Friday from 7:00 a.m. to 3:30 p.m.

Requirements

Correctional Industries is committed to maintain and expand incarcerated working training programs which develop marketable skills, instill and promote work ethics, and reduce the tax burden of corrections. This position supports that objective by providing assistance and concern resolution to customers of the Correctional Industries Optical operation.

Duties include, but are not limited to:

Customer Account Maintenance / Data Entry:

• Organize and process CI optical scripts.
• Input and retrieval of customer orders that include names, personal identification, and prescription information.
• Creates and managers customer profiles while maintaining integrity of data and information while delivering specialized services

CI Optical Direct Customer Support:

• Liaison for detailed and technical order assistance for prescription eyeglass to providers for the CI Optical Lab.
• Performs a detailed review of all incoming request for accuracy to ensure program compliance to include but not limited to prescription information, ordering office, client information and program eligibility documentation.
• Provide interpretative assistance of the WA State Care Authority Vision Hardware Provider Guide in regards to prescription eyeglass with customer questions.
• Notify customers of the rejected orders.
• Determining procedural steps to bring resolution and communication results to customers.
• Provides agency interpretation and applies knowledge of laws, regulations, and processes in the resolution of inquiries, complains, and problems.
• Troubleshoot issues and resolve or recommend solution options.
• Independently resolves complaints, inquiries and client/customer service problems by identifying issues while maintaining appropriate confidentiality.
• Provides open order status to customers when requested weekly.
• Performs other duties as requested.

Process product returns:

• Investigate, inspect return products for credit/restock, notify staff on returns, reviews, and process provider customer credits

Receive in and process contact lenses:

• Notify purchasing and file receiving documentation with purchase order.

Patient owned frames:

• Investigate, inspect, and process script for lab.

Qualifications

Required Qualifications:

• High school diploma or GED equivalent
• One year experience providing assistance to customers, regarding inquiries, complaints, or problems.
• Experience in the use of Microsoft Excel, Microsoft Word, and Microsoft Outlook.
• Willing and able to work in an adult correctional facility with incarcerated individuals
• Must be able to operate and use a multi-line phone system for extended periods.

Preferred/Desired Qualifications:

• An Associate's degree OR Bachelor's Degree from an accredited college or university whose accreditation is recognized by the U.S. Education and Council of Higher Education Accreditation

AND

• Two years of experience providing assistance to customers regarding inquiries, complaints or problems or equivalent experience

AND

• .Ability to operate and maintain printers, copies, fac machines and computers.

Special Requirements/Conditions of Employment:

• Maintain regular and reliable attendance.
• Complete a felony disclosure form prior to employment and submit to a criminal background check.
• Successfully complete, within mandated timeframes, employee orientation and all other mandatory annual, in-service and other required training.
• Provide physical residential address and home telephone number to the Department of Corrections.
• Become familiar and comply with all DOC policies and procedures and Collective Bargaining Agreements as applicable.
• This position is included in a union shop
• Submit to a drug testing in accordance with Collective Bargaining Agreement and agency policy.
• Must pass pre-employment UA test.

Additional Information

The DOC complies with the employment eligibility verification requirements for 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.

IMPORTANT NOTES:

Please include a minimum of three (3) professional references with your application.

A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.

If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.

**Please note: Phone number AND email address are required for all professional references.

• A background check including criminal record history will be conducted prior to a new hire. 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.
• Employees may work directly with or near incarcerated individuals in a potentially hazardous setting. Please consider this when deciding whether to apply.

We are committed to maintaining a drug and alcohol-free work environment, and our employees are expected to comply with all state and federal laws.

A pre-employment drug test may be administered as part of the selection process, and applicants who test positive for any controlled substances, will be disqualified from consideration.

• Oleoresin Capsicum (OC) is an aerosol pepper spray made available as a means of self-defense and/or de-escalation. Applicants with sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.
• Animal care projects are a common component of most Washington State prisons, including dog and cat programs. Applicants with animal sensitivities or allergies are encouraged to ask about the level of exposure they could expect in this position.

Tuberculosis (TB) is a priority health issue for DOC employees. The successful candidate may be required to provide valid proof of a baseline TB skin test within 60 days from the date of hire.

When positive tests result, further information, testing and treatment will also be required. Employment is not contingent upon test results.

• This position may be represented by a union shop.
What We Offer:
As an employee of the Department of Corrections, your work-life integration is a priority. Washington State employees are offered one of the most inclusive and competitive benefits packages in the nation. Besides comprehensive family insurance for medical, dental, and vision, these perks also may include:

• Remote/telework/flexible schedules (depending on position)
• Up to 25 paid vacations days a year
• 8 hours of paid sick leave per month
• 11 paid holidays a year
• Generous retirement plan
• Flex Spending Accounts
• Dependent Care Assistance
• Deferred Compensation and so much more!

This position is eligible for the Public Employee's Retirement System (PERS): State Employees are members of the Washington Public Employees' Retirement System (PERS).

New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' website.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email yessica.michell@doc1.wa.gov or give us a call at 360-515-2472. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.