L&I Customer Service Specialist 2 (Bilingual-Spanish)

Customer Service Specialist 2

Our mission is to keep Washington safe and working! Our values are customer focus, one L&I, respect, diversity, equity and inclusion, learning and growth, and reliability. At Labor & Industries (L&I), we're on a mission to support the safety and well-being of Washington's workers. And guess what? We need YOU to be a part of that mission!

If you're someone who enjoys making a positive impact, solving problems, and helping others, and making an impact on Washington's workforce, then apply for our Customer Service Specialist 2 position!

The assigned duty station for this position is Sequim, Washington. This position is a full-time position with flexible work options plus 5% pay increase for bilingual skills. This is not a telework position. You will be expected to work in the office Monday through Friday, with the possibility of one telework day after you complete your probation period. Telework is based on performance and business needs.

What's in it for YOU?

• Make a Difference: Your work will contribute to the safety, economic well-being, and success of Washington's workers. Your role will directly impact real people!
• Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Generous Benefits: From medical coverage to retirement plans, we've got you covered. Plus, enjoy generous vacation time to recharge and grow.
• Great Team Culture: We believe in diversity, respect, and creating a workplace where everyone's voice is heard. Join a team that's passionate about service and learning!
• Opportunity for Growth: Whether it's mastering new programs or advancing your career, we'll provide ongoing training and development opportunities.

Some of what you'll be doing:

• Independently processes licensing, registration & permit applications for completeness and accuracy in accordance with Statewide Standard Work as defined in Customer Service University.
• Reviews, researches, and processes registration and licensing applications for construction contractors. Educates and guides customers regarding additional requirements that may include other local, state and federal agencies.
• Uses written and interpersonal communication with bonding and insurance agents to resolve issues regarding surety bonds and certificates of liability insurance.
• Processes and issues electrical, plumber, boiler, elevator, asbestos, FAS, and specialty contractor licenses and certifications.
• Educates customers in accessing and navigating L&I online services.
• Assists English and Spanish speaking customers at the front counter, over email/mail/drop boxes, and on the phones by providing information regarding L&I and other government agency programs and services (to include Human Rights and discrimination complaints, etc.).
• Assists customers using technical knowledge of business services.
• Serves as liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims.
• Answers general questions and refers to the Prevailing Wage Agent in regard to work classification. (Internal and External customers).
• Provides electrical support including processing and mailing letters. Tracks and makes collection calls to collect unpaid fees, email service approvals to service providers, and initiate refund requests. Processes agency and compliance permits upon request.
• Utilize internal programs for appropriate documentation such as CATS and LINIS.
• Travels between multiple L&I office locations within the region or statewide to provide critical front counter and operational support, including during staffing shortages to provide necessary coverage, to minimize delays in office openings, to ensure continuity of service, and to avoid cancellation of scheduled customer appointments and office closures.
• As directed by the CSS4, assists as a resource for new CSS staff.
• Uses intermediate Spanish speaking and writing skills to deliver these services to all Spanish speaking customers.

Experience may substitute for education year for year. High School Diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems. OR One year of experience as a Customer Service Specialist 1. Must possess a valid unrestricted driver license. Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking). We don't use translation software, so your skills will shine in this role!

Desired Qualifications:

• Communication Skills: You can communicate effectively, making even complex information easy to understand.
• Customer-Centered: You're passionate about helping people and creating positive experiences. You'll thrive in a fast-paced environment where every day brings new challenges and opportunities.
• Tech-Savvy: You'll use multiple systems, so being comfortable with technology is essential.
• 1 year of cash handling experience

Things You Need To Know:

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application Process:

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.

Please include the following documents with your application:

1. A cover letter showcasing your qualifications and enthusiasm for the role.
2. A current resume detailing applicable experience and education.
3. A list of at least three professional references with current contact information.

We'll be reviewing applications soon, so don't miss your chance to join this incredible team! Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

Background Check Notice: Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other Information:

• This position is represented by the Washington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules.

Veterans Preference: Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security number s . For further information, contact L&I's View email address on click.appcast.io.

Diversity, Equity, and Inclusion Employer: L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. 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