State of Washington Classified Job Specification
CUSTOMER SERVICE SPECIALIST 3
Definition
Serves as a senior customer services specialist handling complex, cross-agency customer problems. Mentors and trains lower level staff in aspects of client/customer relations and problem resolution. Interprets agency-related laws, policies and procedures.
Typical Work
Consults with lower level customer service staff on multi-dimensional process/procedure problems;
Identifies and recommends changes to agency policies and procedures that hamper client/customer access to agency services and agency specific web tools, applications and/or online systems;
Responds to client/customer questions or issues related to accessing and using services and agency specific web tools, applications and/or online systems;
Uses computer applications and software to document and track client/customer issues;
Coordinates customer service training;
Performs other duties as required.
Legal Requirement(s)
There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.
Desirable Qualifications
An Associate’s degree AND three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems; OR a Bachelor’s degree AND one year of experience providing assistance to clients/customers regarding inquiries, complaints or problem; OR equivalent experience providing assistance to clients/customers regarding inquiries, complaints or problems.
Class Specification History
New class effective: June 1, 2005; Customer Service Specialist 3 (replaces 09450 Customer Services Specialist 3).
Revised typical work and desired qualifications, adopted June 13, 2019; effective July 1, 2019.