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State of Washington Classified Job Specification

CUSTOMER SERVICE SPECIALIST 3

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CUSTOMER SERVICE SPECIALIST 3
102C
Category: Administrative Services

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 change to agency policies and procedures that hamper customer access to agency services; 

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 customers regarding inquiries, complaints or problems; OR a Bachelor’s degree AND one year of experience providing assistance to customers regarding inquiries, complaints or problem; OR equivalent experience providing assistance to 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)

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