Washington State Archives Seeks Customer Service Manager
Office of the Secretary of State/Washington State Archives
Customer Service Manager 4 (103D)
Direct Employment Opportunity
Recruitment Number: CSM0604905
Location: Tumwater, Washington
Salary: $43,956 - $56,220 per year (Range 56)
Posting Date: September 28, 2005
Closing Date: October 12, 2005
The Office of the Secretary of State, Washington State Archives, Imaging
Services Unit is currently recruiting for a Customer Service Manager.
This recruitment will be used to fill this position only. Application
review will begin immediately.
LOCATION
This position is located in Tumwater, Washington, an adjoining city of
Olympia, Washington. Olympia is located at the southern tip of Puget
Sound and is the state capital of Washington. Residents of the
Olympia/Tumwater area enjoy a quality of life enhanced by the natural
beauty of Puget Sound and a mild year-round climate. Olympia/Tumwater's
close proximity to Seattle creates a metropolitan atmosphere while its
residents enjoy a lower cost of living. Close by are the Pacific Ocean
and the Cascade and Olympic Mountains, providing a wide range of
recreational activities.
DUTIES
The Customer Service Manager reports to the Imaging Services Manager and
is responsible for supervising the day to day operations of the Imaging
Services Unit. The Imaging Services Unit is a cost recovery program in a
production environment. Customer service responsibilities include
developing, monitoring, and exceeding productivity/quality standards,
assessing the strengths and weaknesses of the program, and making
strategic recommendations based on evaluation of the imminent workload
and customer requirements and commitments. In addition, the incumbent
manages staffing levels for two work shifts and ensures work performed
complies with State Archives best practices, industry microfilming and
imaging standards, and agency policies.
The incumbent oversees digital and analog services staff, supervises
first-line supervisors, hires, interviews, trains, evaluates
performance, assigns/directs work, and initiates corrective action.
Administrative duties include tracking billing and accounts payable,
managing service agreements, and preparing correspondence and reports.
WHO MAY APPLY
Recruitment is open to anyone who meets the requirements.
REQUIREMENTS
* A Bachelor's degree and one year of experience providing customer
service including responding to inquiries, complaint resolution, and/or
problem solving; OR Three years of experience providing customer service
including responding to inquiries, complaint resolution, and/or problem
solving.
* Two years of experience supervising one or more staff including
hiring, interviewing, training, evaluating performance,
assigning/directing the work, evaluating, and initiating corrective
action. NOTE: Customer service and supervisory experience may be gained
concurrently.
* The position's bargaining unit status is still to be determined. If it
is determined that the position is in a collective bargaining unit, the
individual hired will be subject to the union security provisions of the
collective bargaining agreement between the state of Washington and the
Washington Federation of State Employees.
* The preferred candidate must be willing to undergo a criminal history
background check.
DESIRABLE QUALIFICATIONS*
* Six months of experience developing, implementing or monitoring
quality control processes.
* Six months of experience developing, implementing or monitoring
productivity improvement processes.
* Scanning experience.
* Microfilming experience.
* Experience designing a scanning system.
COMPENSATION
$43,956 - $56,220 per year, depending on qualifications. Washington
State offers a full benefits package which includes health, life, and
long term disability insurance; paid vacation, sick, and military leave;
optional credit unions, savings bonds, and deferred compensation plans;
eleven paid holidays; and a public employees retirement plan.
AGENCY PROFILE
Headed by an elected state official, the Office of the Secretary of
State is responsible for administering elections within the state,
registering corporations and charities that do business within the
state, collecting and preserving the records of governmental bodies
within the state, and maintaining the Washington State Library. The
agency also administers the Address Confidentiality Program, the
Productivity Board, and the Oral History Program. Our web site is:
http://www.secstate.wa.gov/.
HOW TO APPLY
Initial screening will begin immediately and will be based on the
information contained in your application form and your responses to the
Supplemental Questionnaire. Interviews are anticipated to be held early
November 2005. Applicants are encouraged to submit their application
packet on or before October 12, 2005.
The following items must be submitted for your application to be
considered.
1. A cover letter telling us how you meet the Requirements and Desirable
Qualifications as listed above.
2. A completed Washington State Job Application. Be sure to provide
clear, detailed information about your job-related education and
experience. (The Washington State Job Application form can be found on
the Department of Personnel's website at:
http://hr.dop.wa.gov/forms/dopforms.htm. Choose the Word format.)
3. You must respond to the Supplemental Questionnaire below.
4. The names of three or more professional references and a statement
from you granting permission to contact them.
FAILURE TO SUBMIT ALL OF THESE ITEMS WILL RESULT IN A BELOW PASSING
SCORE.
Submit your application packet to the following address; email
application packets are preferred.
Office of the Secretary of State
Recruitment Manager
PO Box 40227
Olympia, WA 98504-0227
FAX: (360) 586-2033
Email Address: [log in to unmask]
NOTE: Your score will be emailed or mailed directly to you and will be
based on your experience and training.
The Office of the Secretary of State is an equal opportunity employer
(EOE). Women, racial and ethic minorities, persons over 40 years of age,
persons of disability, disabled and Vietnam era veterans are encouraged
to apply. Persons of disability needing assistance in the application
process, or those needing this announcement in alternative format,
should call (360) 586-1170.
Customer Service Manager
Supplemental Questionnaire
Recruitment Number: CSM0604905
The questions below ask about your experience in a variety of areas. We
do not expect any one candidate to have experience in all of these
areas. Read the following instructions carefully. Failure to follow
instructions will result in a below passing score.
Answer each of the questions by selecting the appropriate check box and
completing the supplemental information where requested. For some
questions, mark all that apply. For others, you must select one answer
only.
Please answer the questions honestly and accurately. All of the
information you submit is subject to verification by the Office of the
Secretary of State. Also be sure to provide information in the
Employment History section of your application to support your
responses.
1. Do you have a Bachelor's Degree?
(a) Yes
(b) No
If you responded with a "yes" answer, what was your major area of study?
2. Do you have at least one year of full-time experience (40 hours per
week) or equivalent part-time experience (24 months at 20 hours per
week) providing customer service?
(a) Yes
(b) No
If you responded with a "yes" answer:
In which of the following areas have you had experience? Please mark all
that apply.
(a) Responding to inquiries
(b) Resolving complaints
(c) Solving problems
Describe your customer service experience below. Identify the type of
customer service environment you worked and the size of the customer
service program.
Describe a particularly challenging customer service situation. How did
you resolve it?
3. Do you have at least two years of full-time experience (40 hours per
week) or equivalent part-time experience (48 months at 20 hours per
week) supervising staff?
(a) Yes
(b) No
If you responded with a "yes" answer, in which of the following areas
have you had experience? Please mark all that apply.
(a) Hiring
(b) Interviewing
(c) Training Staff
(d) Assigning and directing work
(e) Evaluating work performance
(f) Initiating corrective or disciplinary action
For each of the tasks checked above, please list your title, dates of
employment, the number and type of staff you supervised, and a
description of your experience:
4. Do you have scanning experience?
(a) Yes
(b) No
If you responded with a "yes" answer, please describe your experience
including the types of hardware and software used:
5. Do you have experience designing a scanning system?
(a) Yes
(b) No
If you responded with a "yes" answer, please describe your level of
involvement:
6. Do you have microfilming experience?
(a) Yes
(b) No
If you responded with a "yes" answer, please describe your experience
including the types of cameras and microfilm used:
7. Do you have at least 6 months of full-time experience (40 hours per
week) or equivalent part-time experience (12 months at 20 hours per
week) developing, implementing, or monitoring quality control processes?
(a) Yes
(b) No
If you responded with a "yes" answer, please describe your experience:
8. Do you have at least 6 months of full-time experience (40 hours per
week) or equivalent part-time experience (12 months at 20 hours per
week) developing, implementing, or monitoring productivity improvement
processes?
(a) Yes
(b) No
If you responded with a "yes" answer, please describe your experience:
The Office of the Secretary of State is an equal opportunity employer
(EOE). Women, racial and ethic minorities, persons over 40 years of age,
persons of disability, disabled and Vietnam era veterans are encouraged
to apply. Persons of disability needing assistance in the application
process, or those needing this announcement in alternative format,
should call (360) 586-1170.
Greg Mennegar
Office of Secretary of State
Washington State Archives
Imaging and Preservation Services
Manager
711 Tumwater Boulevard SW
MS 40240
Olympia, WA 98504-0240
PH: (360) 586-2487
FAX: (360) 586-9602
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http://www.secstate.wa.gov/archives/imaging.aspx
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