L&I Customer Service Specialist 3 (Preferred bilingual/Spanish)

Customer Service Specialist 3 (CSS3) – Customer Service Program (CSP). The role focuses on delivering excellent customer service to Washington’s workforce, providing mentorship, resolving complex issues, and ensuring compliance with policies and regulations. (Preferred bilingual/Spanish). Responsibilities Lead and mentor Customer Service Specialists 1 and 2 across multiple offices. Resolve complex problems involving contractors, policy interpretation, and multi‑agency concerns. De‑escalate and resolve customer conflicts with calm, reasoned communication. Provide guidance on policies, regulations, and procedures to customers and staff. Assist customers with registration, payments, claims, and account issues. Act as backup for the Office Manager to maintain operational continuity. Take action to learn and grow, meeting the needs of others and contributing to team success. Maintain compliance with the agency’s travel and driver‑license requirements as applicable. Required Qualifications High school diploma or equivalent and three years of experience providing customer service. OR one year of experience as a Customer Service Specialist 2. OR equivalent education and experience. Valid unrestricted driver license. Preferred Qualifications Dual language proficiency in English and Spanish. Cash‑handling experience. Experience in training or coaching staff. Passion for helping others. Benefits Comprehensive health insurance, paid time off, and a retirement plan. Professional growth opportunities and internal promotion potential. Telework or flexible schedule options after probation. EEO & Diversity Statement L&I employees come from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The State of Washington is an equal‑opportunity employer. Persons with a disability who need accommodation in the application process or testing process may call View phone number on click.appcast.io. TTY users first call 711 to access the Washington Relay Service. You are welcome to include the name and pronoun you would like to be referred to in your materials, and we will honor this as you interact with our diverse and inclusive organization. #J-18808-Ljbffr State of Washington Dept. of Labor & Industries