Customer Service Specialist IV

King County   Seattle, WA   Full-time     Call Center / Customer Service
Posted on June 21, 2022
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Summary

The King County Vital Statistics team is seeking a Customer Service Specialist IV to provide leadership and guidance for 7 -8 team members in the Prevention division of Public Health.   This is a working lead position that is essential to the smooth operation of the Vital Statistics office.  This person will report to the Vital Statistics Program Manager IV.  This will the first point of escalation for customers, funeral homes and medical providers.      
The program is fast-paced, generating a significant volume of work on a daily basis. Customers are engaged face-to-face, by telephone, via mail, as well as through web-based resources. Customer Service Specialists are required to adhere to State and Local regulations, policies, and procedures governing the maintenance, integrity, and release of vital records. Essential to this position is the ability to work in a fast-paced, multifaceted environment while maintaining efficiency and accuracy.  This position will monitor day to day activities, work as a liaison between the team and program manager, provide guidance in following RCWs for the Model Law, answer and resolve difficult customer issues, review legal documents to provide guidance in establishing eligibility for ordering. Review and complete daily goals by monitoring daily processing and working with management to make needed adjustments.  
 
 Commitment to Equity and Social Justice:
As the only jurisdiction in the world named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.
 
We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts. To learn more, please visit http://www.kingcounty.gov/equity.

Job Duties

  • Coordinate, prioritize, provide direction and monitor the quality of work of other customer service support staff.
  • Identify and solve workload and scheduling problems, provide assistance to staff with difficult assignments and/or customers, assist in the employee interview and selection process for positions in assigned unit, assess the employees’ performance and report findings to management.
  • Provide or acquire knowledge to interpret established policies, procedures, codes and regulations around issuing birth and death certificates to internal customers and external customers over the telephone, in writing and /or in person. 
  • Provide technical assistance and/or training to co-workers, internal and/or external customers with regard to services, policies, procedures, methodology and/or standards.
  • Interview internal and/or external customers to establish program-specific documentation; identify and provide services needed.
  • Consult statutes, ordinances, contracts and other sources involving complex subjects and specialized terminology; summarize information and prepare reports based on analyses of data and other information sources
  • Establish, maintain, code, modify, track and/or retrieve information and compile data that may require information searches through files, contracts, records, microfilm, blueprints, maps or computer files.
  • Act as coordinator/liaison with individuals and groups, including management, co-workers and other agencies.
  • Assist co-workers as needed.
  • Perform other duties as assigned.
  • Compose responses to internal and/or external customers addressing complaints and problems of a controversial and sensitive nature that must be treated with a high degree of discretion. Work may involve legal, scientific and/or other specialized materials; extensive statistical reports; the drafting of policies and procedures; ordinances; contracts; requiring a comprehensive understanding of the subject matter.
  • Perform moderate to complex numerical calculations involving reconciliation of accounts, monitoring of expenditures, budget preparation, payroll processing and/or other applications.
  • Provide communication of safety information to internal/external customers and co-workers, such as that involving equipment use, weather conditions, traffic conditions and disasters
  • Determine validity, correctness and completeness of information received. 

Experience, Qualifications, Knowledge, Skills

  • Excellent customer service skills
  • Knowledge of applicable policies, procedures, laws and regulations
  • Knowledge of supervisory/management principles
  • Strong accounting, statistics, and budgets  
  • Knowledge of the new Vital Statistics legislation/policies
  • Knowledge of applicable discipline and reward systems
  • Knowledge of specialized terminology and protocols
  • Knowledge of software applications and formatting (may vary according to position assignment)
  • Accurate Keyboarding skills  
  • Leadership skills
  • Public speaking skills
  • Research skills
  • Interpersonal skills
  • Organizational skills
  • Analytical skills
  • Problem-solving skills
  • Conflict resolution skills
  • Skill in recommending updates and modifications to policies and procedures
  • Skill in organizing, prioritizing and delegating work load for self and others
  • Skill in responding to emergencies
  • Skill in reading and interpreting applicable documents specific to position assignment
  • Skill in communicating with people of diverse backgrounds
  • Skill in meeting deadlines
  • Skill in working in stressful environments
  • Skill in working independently
  • Skill in working in a team   
  • Skill in composing/generating correspondence
  • Skill in determining validity of information received

Supplemental Information

Forbes recently named King County as one of Washington State's best employers. 

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play. 

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

(New) Covid-19 Vaccination Requirement 
As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19.  If hired, you will be required to submit proof of vaccination by October 18th.   People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine.  Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs.  Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
This directive applies to employees in the Executive branch*, the Assessor’s Office, Elections, the King County Sheriff’s Office, and the Executive Office.  

To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact your recruiter listed on this job announcement.


Who May Apply
This position is open to all qualified candidates. We are currently recruiting for a full time  term limited-temporary (TLT) or special duty assignment and is anticipated to last one year. 

Term-Limited Temporary positions are "at-will" positions but are eligible for benefits. This TLT is currently anticipated to last for one (1) year. However, funding sources for this work remain uncertain and dependent upon decisions actively being made at both the federal and local levels. As a result, the end date of this position may be adjusted based on those decisions. The County and the Department continue to work to secure long term funding sources.  
 
The TLT vacancy can also be filled as a Special Duty opportunity:

 For Special Duty Assignment interest, you must be a Career Service, Career Service Exempt or other regular (non-temporary) employees in King County who have completed their initial County probation and are applying to a higher job classification. You must have supervisor approval prior to taking a Special Duty Assignment. 


 
Application Process: 
The following items are required to be considered for this vacancy:

  • An electronic application through www.kingcounty.gov/jobs or www.governmentjobs.com (use the "Apply" link) including work history and position duties.
  • Responses to supplemental questions.
Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted.
  • The selection process may include but is not limited to: evaluation of application materials and supplemental questions, interviewing, and testing. For more information on our selection process, please refer to www.kingcounty.gov/depts/health/jobs/hiring.
  • Regular and reliable attendance, effective communication skills, and development of effective working relationships are requirements of all Public Health positions.
  • Staff may be required to play an active role in the event of a public health emergency, which may include changes in responsibilities, work location, and working hours.
Necessary Special Requirements
  • The selected candidate will be required to submit to a thorough background investigation.
  • Employees are required to protect the privacy and security of protected health information as defined in State and Federal Law.
  • Employees are required to adhere to OSHA/WISHA guidelines including but not limited to completing required training on time.
 
Work Schedule
The individual selected for this position will have a flexible work schedule typically between the hours 8:00 a.m. to 5:00 p.m. Monday through Friday. This position FLSA Exempt and is not eligible for overtime.
 
Work Location: 

This position will work on site at King Street Center, 201 S. Jackson Street, Seattle, WA 98104.



Union Affiliation:
This position is not represented by a labor union.

Contact:
 If you have questions regarding the recruitment process, please contact Debbie Baker, HR Analyst at debbaker@kingcounty.gov or 206-263-4053.

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being.  Eligible positions receive the following benefits and have access to the following programs:

  • Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
  • Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
  • Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
  • Transportation program and ORCA transit pass
  • 10 paid holidays each year (plus 2 personal holidays)
  • Generous vacation and paid sick leave
  • Paid parental leave, family and medical leaves, and volunteer leave
  • Flexible Spending Account
  • Wellness programs
  • Onsite gyms and activity centers
  • Employee giving program
  • Employee assistance programs
  • Flexible schedules and telecommuting options, depending on position
  • Training and career development programs
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy.  If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.  Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
 
NOTE:  Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
 
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

01
Describe your experience in mentoring new staff?
02
What are your top three factors for improving teamwork and success? How was it implemented into the environment?
03
What are some of your most successful techniques for motivating your employees?
04
Do you lead by example as a supervisor? If so, when, and how do you delegate responsibilities?
05
Describe your characteristics as a leader?
06
When was the last time you had to deal with an employee who was not performing and how did you handle it?
07
Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? Do you possess the skills and abilities to qualify for this position?
  • Yes, I was given a layoff notice from my role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
  • No.
08
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff

Required Question