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City of Tacoma WA Customer Service Analyst, Principal in Tacoma, Washington

Customer Service Analyst, Principal


$97,156.80 - $136,780.80 Annually


Tacoma, WA

Job Type


Remote Employment


Job Number



Customer Service

Opening Date


Closing Date

12/8/2023 5:00 PM Pacific

  • Description

  • Benefits

  • Questions

Position Description

Tacoma Public Utilities' Customer Service department is looking for a Customer Service Analyst, Principal to join our team! This role is responsible for all Mail and Print Services strategic initiatives and practices for the City of Tacoma. The Customer Service Analyst, Principal provides unit leadership, financial and budget administration, operation efficiencies, inventory maintenance, strategic planning, and partnership with internal customers. This position supervises a team of 8 union represented positions across 2 work sites. This role is responsible for working from both locations and the ability to travel between them as needed.

Primary Responsibilities:

Management & Strategic Direction

  • Manage and supervise team in accordance with collective bargaining agreement and city policies; make recommendations for hire, promotion, discipline, or termination of staff

  • Develop strategic objectives for Mail and Print Services to support Customer Services, TPU, and General Government as they pertain to emerging technologies, products and services to position them for operational efficiencies based on forecasting trends for the mail market and internal customer operations

  • Build and maintain relationships with internal customers, providing support, expertise, research and recommendations for Customer and internal marketing and fulfillment campaigns, including forecasting trends, collecting, analyzing and providing data, and researching industry developments for future opportunities

  • Serve as department representative at various meetings, conferences and on committees and project teams; perform special projects as assigned; provide training to various departments and new hire classes

Organization-wide Mail Distribution

  • Coordinate, direct and integrate all aspects of bill printing and processing, and printing and marketing and communication mailings

  • Direct and integrate internal mail distribution in multiple campus and courier routing

  • Utilize technical knowledge to solve challenges of mail piece design, automation, address validation and classification of mail to achieve optimum postage and shipment savings

Procurement & Inventory

  • Lead procurement processes, make and approve decisions on equipment and material purchases and leases

  • Prepare purchase requisitions and purchase orders, verify receipt of goods and make timely payments for goods and services

  • Manage vendor contracts and relationships to ensure timely application of Equipment Maintenance, software, licensed services and supply contracts and agreements

  • Present information as appropriate to managers and the Public Utility Board


  • Assign and review financial and data reports prepared by staff

  • Prepare and execute $4.85 Million biennium budget, including budget analysis, chargeback rate setting, and forecasting which informs budget requirements for the Operating Divisions


Minimum Education*

Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience*

5 years including 1 year prior at a supervisory level

*Equivalency: 1 year of experience = 1 year of education

Desired Qualifications:

  • USPS Mailpiece Design Professional Certification

Selection Process & Supplemental Information

This recruitment is being managed by Joanna Hambrick; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn ( !

City of Tacoma Commitment to Diversity and Inclusion

Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.


Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applications will be reviewed as they are received for interview consideration.

Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:

We primarily communicate via e-mail during the application process. E-mails from and/or must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.


Do you have a Bachelor's degree in business or public administration, communications or directly related field AND 5 years including 1 year prior at senior, lead and/or supervisory level? (Please note education and experience can be substituted on a year for year basis)

  • Yes

  • No


    Do you have the following? (Please check all that apply)

  • USPS Mailpiece Design Professional Certification

  • USPS Executive Mail Center Manager Certification

  • Certified Mail Distribution Systems Manager Certification

  • None of the above


    Please provide an overview of your experience in the mailing or printing services industry.


    One of the City's Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.


    Please tell us how you learned about this job opening.

  • Job Interest Card notification

  • Professional organization

  • Military organization

  • City of Tacoma employee

  • Online job board posting

  • Word of mouth

  • LinkedIn

  • Indeed

  • Facebook

  • Instagram

  • Careers in Government

  • Government Jobs

  • Outreach Event

  • National Diversity Network

  • African American Job Network

  • Asian Job Network

  • Disability Job Network

  • Latino Job Network

  • Retirement Job Network

  • LGBT Job Network

  • Veteran Job Network

  • Other


    Please provide specific information regarding how you learned about this job opening. Your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Thank you.

    Required Question


City of Tacoma


Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764





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