Dispatch Customer Service Manager

Full Job Description

Who we are:

The Department of Enterprise Services (DES)provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents.

DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

What you will be doing:

In this position, you will support the overall mission through direct oversight of daily rental Customer Service staff, the daily rental fleet, fuel card electric vehicle payment management, and serves as the primary point of contact for automated key management systems.

You will ensure reservation steps are processed by the rental system and WA State employees have clean, dependable, and well-maintained vehicles to complete their job responsibilities.

You will also oversee facility operational needs and manage alterations projects. You will effectively resolve customer complaints and make recommendations for daily rental fleet replacement plans.

In addition, you will develop training for stakeholders' efficient use of daily rental vehicles used by agency customers and ensure a positive customer relations experience during their interaction with Fleet Operations.

Requirements

Some of what you’ll enjoy doing includes:

Qualifications

REQUIRED:

[OPTION 1]

Six years of experience providing assistance to customers regarding inquiries, complaints, or problems.

AND

One year of fleet rental or rental management experience (experience may be gained concurrently)

[OPTION 2]

An Associate's degree

AND

Four years of experience providing assistance to customers regarding inquiries, complaints, or problems;

AND

One year of fleet rental or rental management experience (experience may be gained concurrently)

[OPTION 3]

A Bachelor's degree

AND

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

AND

One year of fleet rental or rental management experience (experience may be gained concurrently)

AND

Demonstrated experience with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.

***Additional relevant experience may substitute for the degree requirement on a year-for-year basis

PREFERRED:

• At least one year of experience leading or supervising others
• One year of experience maintaining the Agile FleetCommander keybox rental system or a similar ride-sharing system
• Education, training, or certification in business or fleet management
• Practical experience in business analytics and/or fleet management
• Experience coordinating the rental service operations of several locations, manned and unmanned

Additional Information

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, describing how you meet the qualifications for this position as outlined in the job posting;
• A current resume, detailing experience, and education; and
• A current list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)

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.

Background Check Notice:

Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted.

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.

Opportunity for All:

The Department of Enterprise Services 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.

For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson at jobs@des.wa.gov.

Contact Information: 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.