Customer Service Specialist II

Title: Customer Service Specialist II

Job Description:

Salary

$44,856.00 - $59,760.00 Annually

Location

Thurston County - Other, WA

Job Type

Full Time - Permanent

Remote Employment

Flexible/Hybrid

Job Number

1455_CSS2_FPD_082626

Department

Washington State Patrol

Division

Fire Prevention Division

Salary Information

The high end of the salary range, Step M is typically a longevity step

Description

About the Position:

The Customer Service Specialist 2 (CSS2) is responsible for providing a variety of customer service and support functions within the Professional Development & Response section of the Fire Protection Bureau, including the Basic Firefighter Training reimbursement, firefighter certification and fire resource mobilization programs. This position acts to independently resolve customer issues within established agency policy and program guidelines. 
These duties involve the processing of Basic Firefighter Training Reimbursement Contracts. 
These duties involve the processing of firefighter certification test packages, which includes shipping and receiving of test orders; maintaining the inventory and accountability of written tests and requesting or performing test booklet duplication. 
This position also assists the section supervisor with gathering data and preparing reports, as well as other support functions within the section, division, and bureau.

Standard business hours are Monday – Friday, 8:00 a.m. to 5:00 p.m. The incumbent may be expected to adjust the work schedule to meet the agency’s business needs. A flexible work schedule will be considered, at the incumbent’s request, subject to supervisory approval. Response to the field may require extended hours outside of the normal work schedule, including overtime. 
About the Division:The Fire Prevention Division is active in providing a variety of Fire Protection services including all risk mobilization, fire inspections on licensed care facilities ,plan review of schools, data collection, analysis, hazardous materials training, and the licensing and certification of the fire sprinkler, fireworks, and cigarette industries to both public and private sectors. These sections provide planning, training, and technical assistance for firefighters and emergency responders who are mobilized for statewide emergencies such as hazardous materials, earthquakes, nuclear facilities, as well as other high-risk situations.

About the Agency:
The Washington State Patrol is committed to being an Equal Opportunity Employer and strives to foster an environment in which everyone is encouraged to be their authentic selves, communicate openly, and act with courage. The WSP is dedicated to promoting fair and equitable hiring, training, and promotional practices through innovative recruitment and retention strategies.

Duties

Our new teammate will be able to:

• Provides professional customer service to eligible agencies with Basic Firefighter program guidelines and applications. Develops and tracks Basic Firefighter Reimbursement contracts and payments. Assists supervisor in marketing Basic Firefighter Reimbursement Program.
• Provides professional customer service and guidance on testing requirements, processes, and timelines to test requestors. Processes requests for written firefighter certification examinations and returned test packets.
• Provides clerical support to the section and its assigned programs.

Qualifications

Required Qualifications:

• High school diploma/ GED
• Two years of experience providing customer service either in person by telephone, or email

Equity Competencies

• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

Why work for the Washington State Patrol?

• A healthy life/work balance by offering flexible schedules and telework options for most positions.
• Infants at Work Program based on the long-term health values of infant-parent bonding and breastfeeding newborns.
• Continuous growth and development opportunities. 
• Opportunities to serve your community and make an impact through meaningful work.
• Employment opportunities that recognize military veterans and/or military spouse per Governor Executive Order 19-01.
• Qualification for the Public Loan Forgiveness Program.