Reports to a Customer Service Specialist 4 and supports the organization’s mission by providing customer service by phone, chat, mail, email, and in person. This position additionally processes various filings and researches and applies rules, guidelines, statutes, and division requirements.

Assist customers by phone, chat, mail, email, or in person in reviewing and processing various filings

• Independently responds to and resolves inquiries, complaints, and customer service issues
• Provides customer service and assistance regarding forms, online processes, and other filing requirements
• Follows up and resolves issues with customers regarding documents filed and payments received
• Reviews documents received from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate
• Prepares documents for the program’s database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up

• Provides information to the general public, registered entities, and federal, state, and local governmental organizations
• Performs other duties as assigned

REQUIRED QUALIFICATIONS

• 
  Two years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
• Ability to work with a high degree of accuracy and attention to detail
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position

• Proficient in Spanish; reading, writing and verbal communication
• Office/clerical experience including drafting and proofreading correspondence, filing, answering phones, and/or responding to email from internal and external customers
• Experience applying knowledge or agency laws, regulations, and procedures in resolution of inquiries, complaints and problems while maintaining appropriate confidentiality
• Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria

WORKING CONDITIONS

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  Typical schedule is Monday through Friday 8:00am to 5:00pm
• Ability to work occasional overtime on weekends and/or evenings as needed to address high volumes
• Works primarily in an office environment and sits at a computer to perform data entry for extended periods of time
• Per Governor Inslee’s Proclamation 21-14 (Download PDF reader) (Download PDF reader) (Download PDF reader), employees at the Office of the Secretary of State must be fully vaccinated no later than the first day of employment. Your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact Human Resources at hr@sos.wa.gov, if you need information on medical or religious accommodation

• To be considered for this position you must attach a resume and a letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position. You must also include three professional references.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered. In addition, if the employer you identify in the additional information section is not included on your resume or work experience profile, you will not receive credit.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must redact your social security number before attaching it to your application.