Customer Account Representative Supervisor

Customer Account Representative Supervisor (Program Specialist 4) Location Olympia, WA : Description Customer Account Representative Supervisor (Program Specialist 4) Full-Time | Permanent Monday - Friday | 7:30am - 4:30pm Union Inclusion | Non-Represented About this Position The Customer Account Representative Supervisor (CARS) represents the Business Resources Division Fleet Operations as a Program Specialist 4 (PS4) . This position entails supervising the Program Specialist 3 (PS3) staff with completing short- and long-term leases and daily management of the Department of Enterprise Services (DES) Fleet Operations vehicles assigned to agency account customers statewide. The role of the CARS is to manage sections responsible for the daily delivery of services for external agencies such as monitoring and tracking information regarding agency leased vehicles. You will also lead the transportation team, conduct research and analysis regarding customer fleets, inputs data, recommends vehicle types and fleet composition based on customer requirements. Other analysis includes business reporting regarding vehicle utilization, fuel consumption and compliance of vehicle standards with state agency transportation officers and management. In addition, you will be responsible for presenting research findings and strategic planning recommendations to Fleet Management and DES Budget and the Finance Departments. The PS4 will develop curriculums to train and educate customers on DES Fleet policies, procedures, and guidelines; oversee the Fleet Program support duties completed by staff, such as records retention, timesheet and leave request coordinator for the program, managing petty cash and surplus items, monthly newsletter publications, etc.; and resolves citizen complaints concerning Fleet Operations. This position has supervisory responsibilities that include supervising: 1 FTE | Customer Service Specialist 3 1 FTE | Program Specialist 2 2 FTEs | Customer Service Specialist 2 3 FTEs | Program Specialist 3 3 PTEs | Transportation Helper About the Division The Business Resources Division (BRD) within the Department of Enterprise Services (DES) provides a number of services to state agencies, local governments, and non-profit organizations. Services provided by the division include Consolidated Mail Services, Fleet Operations, Management Staff, Printing & Imaging, and Surplus Operations. DES provides centralized leadership in efficiently and cost-effectively managing resources necessary to support the delivery of state government services. The mission of DES is to implement a world-class, customer-focused organization that provides valued products and services to government and state residents. You should consider joining the Department of Enterprise Services because we have great employee benefits, and depending on your position, we offer flexible work schedules! Our agency is also a second chance employer! A great total compensation and benefits package; Paid Vacation, Leave, and Holidays; A healthy work/life balance, which may include flexible work schedules, teleworking, and an Infants in the Workplace Program; An agency-wide commitment to diversity, equity, inclusion and respect, and leaders who encourage all employees to bring their authentic selves to work; Access to several state business resource groups including the Rainbow Alliance and Inclusion Network (RAIN); Veteran Employee Resource Group (VERG); Latino Leadership Network (LLN); Blacks United in Leadership and Diversity (BUILD); Disability Inclusion Network (DIN); Washington Immigrant Network (WIN); and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network (HAPPEN) Supported growth and development opportunities Opportunities to serve your community through meaningful work Duties Some of what you will be doing Fleet Management
Monitor, track, and provide technical assistance regarding customer vehicle usage, adjustments to vehicles and assignments and fleet mix Review data/forms to ensure compliance with standards, policies, and laws Review new vehicle requests, manage the surplus of vehicles, and manage the deployment of unassigned vehicles for permanent or project assignments Approve vehicle purchases by PS3 staff Work with PS3 staff and assigned agency contacts to proactively address concerns and complaints regarding current or future policies Monitor the scanning and creation of new vehicle folders; approve scanned files Vehicle order processing Work with PS3 staff and customers to develop standard replacement methods to meet their fleet needs Order and process replacement vehicles communicate with outside entities and coworkers to ensure that the new vehicle is received by customers in a timely manner Provide evaluation and solutions to continually improve the vehicle ordering process and procedures Agency Communication and Training Directly supervise and assist in the development, creation, and delivery of innovative training opportunities that provide stakeholders a better knowledge of DES Fleet & Parking Services program objectives and goals Assist PS3 staff in developing agency specific training documents pertaining to Fleet policies and procedures Qualifications Required Qualifications: Bachelor's degree in business administration, public administration or a related field AND Two (2) years of experience in customer service and fleet management OR Six (6) years of experience in customer service and fleet management AND At least one year of supervisory experience in a fleet management role At least 2 years in a fleet management role Ability to break down data into components to understand the nature and relationship of the parts Advanced use of Microsoft Office Suite, including PowerPoint, Word, Excel, and Outlook Must have a driver's license free of serious traffic violations *Additional qualifying experience may substitute for education on a year for year basis* AND Incumbents to this position must possess and demonstrate the following DEI competencies (complete version found here (Download PDF reader) (Download PDF reader)). Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful, and inclusive workplace Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization AND Incumbents in this position are required to demonstrate the following Washington State Enterprise Leadership Competencies that can be found by clicking this link (Download PDF reader) (Download PDF reader) (Download PDF reader). _____ Preferred/Desired Qualifications: Education, training, or certification in business or fleet management Practical experience in business analytics and/or fleet management Knowledge of Division: Displays knowledge of Division services Ability to locate, interpret, and advise on and adhere to the policies and practices of the Division and related organizations Knowledge of Program: Displays knowledge of Program services Ability to locate, interpret, and advise on and adhere to the policies and practices of the Program and related organizations Supplemental Information Special Requirement As listed above in the qualifications section, this position requires a driver's license free of serious traffic violations. _____ Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position: A letter of interest , describing how you meet the qualifications for this position as outlined in the job posting A current resume , detailing experience, and education; and A current list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview) _____ Working Conditions Physical Work Location | 1312 Fones Rd SE, Olympia, WA Work Environment | Office environment Schedule | Monday - Friday | 7:30am - 4:30pm Customer Interactions | Daily on the phone, over email, and face-to-face Travel Requirements | Limited travel for occasional trainings and customer visits _____ Conditions of Employment Background Check Notice : Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. Opportunity for All: The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws. You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization. Who we are The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES' mission is to strengthen the business of government. We do this by creating overall operating efficiencies so our state's government entities can focus on their core missions. Our buying power, economies of scale and years of experience help government get the best value for the products and services they need to support their missions. We value Respect, Integrity, Excellence, Diversity, Equity and Inclusion. We seek new team members who share our commitment to be an equity-driven and antiracist organization. We listen to customers and team members to understand what they need and expect. We promote creativity, learning and improvement to meet those needs and adapt to the ever-changing business environment. We measure our results and seek feedback to improve our performance. Contact Information For questions about this recruitment or to request a reasonable accommodation in the application process, contact Rachel Vaughan by email or . Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or . Follow DES on LinkedIn , Twitter and Facebook | Subscribe to DES job alerts