Departmental Technician 10 - Senior Customer Service TechnicianPrint (https://www.governmentjobs.com/careers/michigan/jobs/newprint/4658719) ApplyDepartmental Technician 10 - Senior Customer Service TechnicianSalary$24.51 - $32.88 HourlyLocation Lansing, MIJob TypePermanent Full TimeRemote EmploymentFlexible/HybridJob Number0701-24-14-42NGDepartmentTechnology, Management and BudgetOpening Date09/16/2024Closing Date9/23/2024 11:59 PM EasternBargaining UnitUNITED AUTO WORKERS (UAW)
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Job DescriptionCURRENTLY ACCEPTING APPLICATIONS FOR THREE (3) VACANCIES Who We Are:TheDepartment of Technology, Management and Budget(DTMB) supports the business operations of state agencies through a variety of services, including building management and maintenance, information technology, centralized contracting and procurement, budget and financial management, space planning and leasing, construction management, motor vehicle fleet operations, and oversight of the state retirement systems. This position is with the Office of Retirement Services (ORS) area of DTMB.What We Are Looking For: We are looking for a person who understands the value of public service and wants to help us meet the needs of our citizens. Above all, we are looking for someone that is passionate about customer service and being a leader. This person needs to be an excellent communicator, meaning you can effectively give oral and written reports, and prepare clear and concise documentation both verbally and electronically. Needs to have a team-oriented mindset, able to embrace diversity and be capable of establishing and maintaining effective relationships with a wide range of professionals. Must be organized, with good time management skills and know the importance of a timeline. We want someone who is reliable, honest and who keeps their commitments to colleagues and clients. We need someone who can seek effective solutions to help resolve problems in a timely manner.About The Position: This position serves as a senior Customer Service Center technician by handling more challenging service issues with ORS customer inquiries received via phone calls, message board or by personal visit to our office. Performs quality assurance reviews to ensure the quantity and quality of work meets strict adherence to methods and procedures for 5 unique retirement systems which encompasses both defined benefit and defined contribution plans. Accesses outgoing customer communications to determine business impact. Drafts internal communication, including informational posts and digital signage. Handles escalated customer communications resulting from phone calls, message board or on-site interactions.Position Location/Remote Office: The office location is Lansing, MI. The State of Michigan is not able to offer employment to out of-state applicants that do not plan to relocate. The Department of Technology Management and Budget currently offers a hybrid work option which requires two days working on-site at the official work location and three days of remote work per week. What We Offer:The State of Michigan offers a competitive work experience that includes a tuition reduction program at several key higher education institutes if you would like to advance your education, good benefits, access to professional development training, excellent vacation and sick time policies and an ability to successfully juggle your work and family life. We would like the opportunity to share with you more about the benefits of working for the state and joining the State of Michigan employee family if you are interested.If you are a self-motivated person who wants a challenge and to work in a high paced environment, we are really interested in hearing from you. Please consider sending in your application today.Online application must contain detailed work experience. It will be used as the primary source for the review of your qualifications. For more information about this posting, please review the position duties listed in the provided links:POSITION DESCRIPTION (https://mcsc.state.mi.us/AgencyPDFs/CS%20Tech%2010%20PDFinal%20(4).doc) JOB SPECIFICATION DTMB is proud to be a Michigan Veteran’s Affairs Agency (MVAA) Gold Level Veteran-Friendly Employer.Required Education and ExperienceEducationEducation typically acquired through completion of high school. ExperienceTwo years of experience as a supervisor of administrative support activities equivalent to the 9-level in state service. OR Two years of experience performing administrative support activities equivalent to the 9-level in state service. OR Three years of experience as a technician or paraprofessional, including one year of experience equivalent to the experienced level in state service.Alternate Education and ExperienceDepartmental Technician 10 Possession of a Bachelor’s degree and one year of professional experience may be substituted for the experience requirement.Additional Requirements and InformationTo be considered for this position you must:
Apply for this position online via NEOGOV; click on "Apply" in the job posting for instructions on submitting your electronic application. Hard copy applications are not accepted.
Relevant experience and/or education referred to in the supplemental questions must be documented in the resume, transcript and/or application to allow for accurate screening.
Attach a resume identifying specific experience and dates of employment. Dates of employment should include month and year and hours per week.
Attach a cover letter.
If applicable, attach a copy of an official transcript(s). We accept scanned copies of official transcripts. We do not accept web-based, internet, or copies of unofficial transcripts. Official transcripts provide the name of the institution, confirmation that a degree was awarded and on what date, and the registrar's signature.
Failure to complete any of the above items may result in your application not being considered and screened out. See instructions for attaching files here: Instructions (http://www.michigan.gov/documents/mdcs/NewOnlineEmploymentApplicationGuide-FirstTimeUser4460277.pdf) (Download PDF reader)Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.The Office of Career Services (https://www.michigan.gov/mdcs/0,4614,7-147-6876-,00.html) offers current State Employees and interested applicants access to the job application process and a variety of career planning resources. In accordance with federal law, all new employees must provide proof of eligibility to work in the United States within three business days of beginning employment. If selected for employment, you must be able to submit proof of your legal right to work in the United States. The Department of Technology, Management, and Budget does not offer employment sponsorships.State employment also offers rewarding careers where you can help Michiganders enjoy better lives. Many State of Michigan jobs offer alternate work schedules and remote-work options that can help give the flexibility you need. The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award. More details on benefits for our new hires are below: Rewarding Work:State of Michigan jobs allow you to serve Michiganders in many different ways depending on your interests and skills. Help preserve and protect our environment and the public health; enforce state laws and regulations; advocate for children, families, and victims of discrimination; support our state’s military and veterans; rebuild our state’s infrastructure; or support other state agencies through our fiscal, IT, and HR systems. Insurance Benefits:The State of Michigan offers health, mental health, dental, and vision insurance to eligible career employees, their spouses, and their children. The state also covers a life-insurance benefit of two times employees’ annual salary (up to $200,000). The state also offers long-term-disability insurance that can provide continuing benefits if an injury or illness prevents employees from working. More information is available atwww.mi.gov/employeebenefits. Retirement Programs:The State of Michigan offers 401(k) and 457 plans for new hires to save for retirement. The state will automatically contribute an amount equal to 4% of your pay to a 401(k) account. The state will also match up to 5% of your pay if you contribute to your 401(k) account. Your contributions vest immediately, and the state’s contributions fully vest after just 4 years. More information is available athttp://www.mi.gov/orsstatedc. Vacation and Sick Leave:Eligible full-time employees receive between15 and 35 personal daysand13 sick daysper year that may be rolled over to the following year if not used. Eligible employees also receive an additional day each year for community service or school functions. Paid Parental Leave:Eligible employees can take12 weeks of paid leaveimmediately after a birth or adoption to allow needed time together at home with a new child. Paid Holidays:Eligible employees receive 13 or 14 paid holidays each year including New Year’s Eve and Day, Martin Luther King Jr. Day, Presidents’ Day, Memorial Day, Juneteenth, the Fourth of July, Labor Day, Election Day, Veterans Day, Thanksgiving, Thanksgiving Friday, Christmas Eve and Day. Bonus Programs:Eligible employees with five years of service also receive annual longevity bonuses that grow as seniority increases. Some positions also may qualify for recruitment, retention, and performance bonuses or other special pay premiums. Military Pay Differential:Employees in the guard or reserves may also qualify for supplemental pay benefits if miliary pay during qualifying duty is less than normal state pay. Prior military service may also allow seniority credits to accelerate eligibility for longevity bonuses and additional personal leave accrual. Tax-Advantaged Programs:In addition to 401(k) and 457 retirement accounts, the state also offers flexible spending account (FSA), health savings account (HSA), and qualified transportation fringe benefit (QTFB) programs that can help you save money by reducing your taxable income. Student Loan Forgiveness:Working for the State of Michigan may allow you to participate in programs that forgive the balance of qualifying student loans.Information (https://studentaid.gov/manage-loans/forgiveness-cancellation) to help determine if you could qualify is available from the U.S. Department of Education. Tuition Reduction:Some colleges and universities offer savings to eligible employees and family members to further their education while working for the State of Michigan. Professional Development:To help develop your career, programs are available to apply for reimbursement of up to $2,000 a year for education and training for college course credits and non-degree programs. Alternative and Remote Work Schedules:Depending on the nature of their duties, many state jobs offer flexible work schedules and remote or hybrid telecommuting options that can help obtain the work-life balance that you seek. Great Lakes and Great Times:Michigan boasts four Great Lakes, 11,000 inland lakes, 36,000 miles of rivers and streams, 20 million acres of forests, 100 state and national parks and recreation areas, 1,300 miles of bike trails, 6,500 miles of snowmobile trails, the second-most ski areas in the nation, 650 public golf courses, 600 campgrounds, and an international dark-sky park—just for starters. Our cities offer concerts and cultural events, storied sports teams, education hubs, vibrant downtowns, one-of-a-kind craft beverages, and renowned restaurants for every appetite. From urban centers to beach towns to the great outdoors, the opportunities are endless. With your state salary and benefits and Michigan’s affordable cost of living, you can explore all that Michigan has to offer. Updated: 2/28/2401 DPTLTCH – Do you possess at least an educational level typically acquired through the completion of high school?
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DPTLTCHA – Do you possess one of the following? At least three years of experience as a technician or paraprofessional, including one year of experience equivalent to the experienced level in state service OR at least two years of experience performing administrative support activities or supervisory administrative support activities equivalent to the 9-level in state service.
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Do you have experience writing policies or procedures?
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Briefly describe your experience writing policies or procedures. If no experience, please answer N/A.
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Do you have experience conducting formal presentations to groups?
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Briefly describe your experience conducting formal presentations to groups. If no experience, please answer N/A.
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Do you have experience delivering training to groups?
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Briefly describe your experience delivering training to groups. If no experience, please answer N/A.
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Do you have experience performing Quality Assurance reviews of phone calls, process tasks or written correspondence?
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Briefly describe your experience performing Quality Assurance reviews of phone calls, process tasks or written correspondence. If no experience, please answer N/A.
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Are you a current or former Office of Retirement Services employee?
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This position is hybrid which requires a minimum of 2 days working in office at your designated work location within Michigan. Do you acknowledge this requirement and would you still like to be considered for this position?
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Did you attach a cover letter, copy of your detailed resume and official college transcripts (if applicable) to your application? Failure to do so may result in your application being screened out.
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Required Question
AgencyState of MichiganDepartmentTechnology, Management and [email protected] Bldg., 2nd fl., 320 S. Walnut StreetLansing, Michigan, 48909PhoneAttn: HR OfficeWebsitewww.michigan.gov/dtmbApplyPlease verify your email addressVerify Email