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Customer Experience Manager / Program Specialist 5-Employee Assistance Program (EAP)

Customer Support/Client Care Jobs
Department of Enterprise Services

Job Summary

Full Time
Posted on
May 24, 2017
Expired on
July 23, 2017
Department of Enterprise Services
Olympia, wa
Years of Experiences
5 - 10
Career Level
Experienced (Non-Manager) , Manager (Manager/Supervisor of Staff), Executive (SVP, VP, Department Head, etc), Senior Executive (President, CFO, etc)
Education Level
Bachelor's Degree, Master's Degree
$4,532.00 - $5,943.00 Monthly

About Department of Enterprise Services


Contact name
Ashley Harris

Job description

To see full job description and to apply online: SEARCH: Experience

~This recruitment is open until filled and the hiring manager reserves the right to make a hiring decision at any time. We encourage you to apply early, as first round application reviews will begin the week of May 29, 2017 ~


At the Department of Enterprise Services (DES), our mission is to implement a world-class, customer-focused organization that provides valued products and services to government and state residents.  Our goal in every transaction is to deliver smart business solutions and services that meet the needs of those we serve.
The Employee Assistance Program (EAP) supports public employees and their family members to help identify and resolve personal concerns that may affect job performance.  EAP is the behavioral and mental health expert in the workforce; therefore assistance to both employees and employers serves to maximize state government's ability to serve the citizens of Washington, per the DES mission.

Let us tell you a little bit about us and what you will be doing:

This is a new, relationship-focused position created to help increase the value of EAP's services by adding customer-focused support with workplace issues at the strategic agency level.  The Washington State EAP are experts in serving the public sector, and our customers include all state agencies as well as institutions of higher education, fire districts, tribal governments, libraries, ports, and any other public employers.
Life happens and we WANT to be there to help.  When our  public agencies and institutions have a happy, successful workforce, this allows them to save money, resources, and time that helps them direct their efforts toward serving Washington State most effectively. In the end, the benefit is to ALL of the citizens of Washington State!
You will be the "face" of EAP at the executive agency level.  In this position, you will work primarily with the agency as a client, rather than as a counselor to individual employees.  You will be their Customer Relations Specialist, building and strengthening relationships with the customers we serve and will be serving so we can best meet their needs. One of your main goals will be to maintain a customer-centered relationship with executive management through outreach and partnering that will address their workforce concerns. Services you will provide will include strategic problem-solving around workforce issues with a focus on wellness and prevention, responding to workplace concerns in the event of a crisis, and providing outreach to employees to increase utilization through activities such as New Employee Orientations, trainings, and marketing.  You will be leading the EAP's customer satisfaction efforts by continuing to meet with customers and collect feedback to ensure we are continuing to meet their needs and make changes based on their feedback.
We are looking for someone who is a natural at building trusted relationships and who is skillful with strategic problem solving.  You will help ensure that our customers are satisfied with EAP's role in supporting employee mental and behavioral health and solving workplace issues.  We want someone who truly values and enjoys building relationships with customers and can relate to employees during trainings and to leaders at the executive level. You need to be highly skillful at resolving problems and workplace issues as you will be called upon as a business/organizational consultant.  


Do you like to travel? This position entails face-to-face meetings with customers around the state. The majority of travel (day trips) will be conducted in Western Washington, mostly up/down the I-5 Corridor.  There will be occasional overnight trips statewide.


Bachelor's degree in social services, counseling, public administration, or a related field

A minimum of five (5) years of professional experience


A Master's degree


At least three (3) years of professional experience. 
*Professional experience should include a human services or counseling background in which you have experience using a variety of tools and methods to support client wellness, encourage healthy behaviors and/or overcome physical/emotional barriers, as well as one (1) or more of the following:

  • Account Management with experience in engaging key stakeholders to problem-solve and provide innovative solutions

  • Coaching or Consultation with employees or management.

  • Experience and high level of comfort with public speaking and/or conducting trainings.


  • Proven experience and ability to work in a team-based environment and also independently.

  • Proven experience and ability to work in a fast-paced, high-stress environment.

  • Excellent relationship-building and communication skills both verbally and in writing with all levels of management at a professional level.

  • Able to effectively manage time, priorities, and resources to achieve goals.




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