Office Assistant 3 - Customer Service

Description

WSLCB Vision

Safe communities for Washington State

Mission

Promote public safety and trust through fair administration, education, and enforcement of liquor, cannabis, tobacco, and vapor laws

These positions are currently eligible to telework.These positions are required to work in the office at least 2 days a week. This may change based on business needs.

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB)in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

Your opportunity at a glance:

The WSLCB Enforcement and Education Division is announcing an exciting opportunity for anOffice Assistant 3position inOlympia, WA.The Customer Service position reports to the Program Specialist and provides support to this position as well as headquarters Management staff and the Enforcement and Education Division staff statewide.

This position is part of the Headquarters and Division’s Support team. Uses independent judgment, establishes priorities, and solves problems. Is involved in receiving internal and external inquiries to satisfy the needs of the public and the division. The position deals with officer citation book tracking, tracks and communicates completed briefings activity to licensing staff, and forwards issues and complaints to field administrative staff for actions. The position is responsible for developing and/or modifying work methods, procedures, or strategies to solve new or unusual enforcement problems.

WSLCB provides a modern work environment and excellent benefits including:

• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Paid Vacation, Leave, and Holidays
• Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)
• Free parking

Duties

Some of the duties you will perform are:

• Routes and distributes all correspondence, complaints, and licensing actions, and monitors for timely responses.
• Prepares citation book issuance for officers and follows the tracking of received signature covers. Tracks citation books if they are voided due to updates for audit purposes.
• Answering phone calls, taking messages, and ensuring they are received by the intended promptly.
• Maintains up-to-date knowledge on law and procedure changes to answer basic questions about Liquor, Tobacco, Cannabis, and Vapor when asked by the public.
• Fills Keg book orders by logging them into the ISeries and mailing them to the appropriate requester. Determines if a licensee will receive the keg books with or without an associated cost due to privileges. If a licensee pays for keg books that have the keg book endorsement this position creates reimbursement documentation and follows the agency’s financial policy and procedure.
• Acts as the point of contact between the public and the LCB Enforcement Officers. Advises the public on how they can contact their local enforcement officer. Assists local Law Enforcement to connect with LCB staff.
• Ensures all messages on the Customer Service line have been recorded, responded to, and forwarded promptly.
• Collects, organizes, maintains, analyzes, and provides monthly statistics to improve service and education to Customer Service inquiries.

Qualifications

Required Qualifications:

• Requires a valid unrestricted WA State Driver's License - corrective lenses excluded.
• High School Diploma or equivalentANDtwo (2) years of clerical experience.
• Must be knowledgeable and proficient in using Microsoft Office Suite programs including Outlook.

Supplemental Information

HOW TO APPLY

PLEASE READ THE FOLLOWING INFORMATION CAREFULLY TO ENSURE YOU HAVE SUBMITTED THE REQUIRED MATERIALS TO BE CONSIDERED.

IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

• Three professional references to include a current or recent supervisor with email addresses and phone numbers.
• Completed online application.
• Letter of Interest describing how you meet the specific qualifications for the position.
• Current Resume.

**A resume will not substitute for completing the "work experience" section of the application.

The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.

Prior to a new hire, 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.

Other

Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email [email protected] or call (360) 664.1674. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.