LI Customer Service Specialist 2
LI Customer Service Specialist 2
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Job Description
Description
- Our Mission:Keep Washington Safe and Working!
Our Values: Customer Focus One L&I Respect Diversity Equity and Inclusion Learning and Growth ReliabilityJob Highlights
As a Customer Service Specialist 2 within the Department of Labor and Industriesservice specialist this position directly supports the mission by acting as a liaison between internal/external customers and program/agency explaining Employment Standards policies procedures laws and processes; informing customers of their rights and responsibilities; resolving customer service related concerns.
Duties
Duties:
- Provides direct service to telephonic customers resolving the problem by interpreting laws policies and procedures or referring the customer to the properagent/agency for further assistance and monitor and respond to email inquiries
- This includes coordinating and participating in calls with nonEnglish speaking customers using Language Line Promptly answering phones listening attentively answering questions and discussing possible violations.
- Educates customers as to the law in their specific situations emails customer links to specific laws and written policies applicable to their inquiries.
- Uses the following computer systems: CATS (Complaint Activity Tracking System) Excel Atlas and LINIIS for research or data entry when applicable.
- Mail out requested forms and publications.
- Mail certified citations to employers and employees; includes multiple copies scanning documents labeling files and preparing certified mailings.
- Mail notification letters for extensions of complaints.
- Assemble NOA (Notice of Assessment) and DOC (Determination of Compliance) files.
- Tracks pulls and prepares files to send to Collections.
Qualifications
Required:
An Associates degree AND two years of experience providing assistance to customers regarding inquiries complaints or problems.
OR
A Bachelors degree; OR equivalent experience providing assistance to customers regarding inquiries
complaints or problems.
Note: Equivalent experience can be substituted year for year for education in the following areas.
- Call center experience.
- Experience handling customers inquiries complaints and complications.
- Customer Service experience.
- Clerical office experience.
Desired:
- Two years of experience providing clerical or customer service support able to multitask in a professional fast paced high call volume work environment.
- Previous experience working with statutes and regulations and explaining them in a way customers can understand.
- Public sector experience.
- Call center experience
- Working with upset customers and experience with deescalating customers.
Supplemental Information
Things You Need To Know
To help you maintain a proper worklife balance teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employees 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 Washingtons 3.3 million workers. Take a look at thisbrief video and learn more about why L&I is an employer of choice.
For this position telework is not permitted during training and may be dependent upon business need and supervisor approval after training is complete. The assigned duty station for this position is Tumwater Washington.For positions where inoffice work is necessary the frequency of telework will be discussed with the supervisor of the position at the time of offer.
To receive more information on opportunities at L&I sign up forGovDeliveryand 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 required and desirable qualifications described in the announcement.
Please include the following documents with your application:
- Acover letter describing specific qualifications.
- A currentresume detailing applicable experience and education.
- A list of at least three professional references with current telephone numbers.
Please do not attach or place any medical information (vaccination status included) 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.
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
- For positions requiring travel you must have a valid unrestricted drivers license and have insurance if driving a privately owned vehicle on state business.
- This position is represented bytheWashington 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 IThe 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 nonpermanent positions.
Did You Know
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 worklife balance by encouraging flexible schedules.L&I is a diverse state agency dedicated to the safety and health and security of Washingtons 3 million workers.
Veterans Preference
Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD214 (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 numbers. For further information contact L&Is .
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.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agencys greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process or those needing this announcement in an alternative format may call. TTY users should 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 awardwinning diverse and inclusive organization.
For more Information
If you have any questions regarding this job posting program or the agency please contact Haleigh Missildine (she/her/hers) at
Required Experience:
Unclear Seniority
Employment Type
Full-Time
