L&I Customer Service Specialist 2 (Spanish Bilingual)

Tumwater, WA - USA

Yearly Salary: $ 43980 - 58584

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Description

Our Mission:Keep Washington Safe and Working!
Our Values: Customer Focus One L&I Respect Diversity Equity and Inclusion Learning and Growth Reliability

When hired as bilingual our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.

Job Highlights

The Department of Labor and Industries mission is to keep Washington safe and working. As a customer service specialist youll directly support the mission by acting as a liaison between internal/external customers and program/agency explaining Employment Standards policies procedures laws and processes and this role youll need to be able to communicate fluently with Spanish speaking customers.

Duties

Some of what youll do:

Provide direct service to telephonic customers resolving the problem by interpreting laws policies and procedures or referring the customer to the proper agent/agency for further assistance. This includes coordinating and participating in calls with non-English speaking customers using Language Line.
Promptly answer phones listens attentively answers questions and discusses possible violations.
Consult with the Industrial Relations Specialist and/or agents on unusual or more complex issues to ensure accurate and complete responses.
Educate customers as to the law in their specific situations and emails customer links if needed for the laws and written policies applicable to their inquiries.
Check voice messages and poster mailbox lines and returns calls.
Use the following computer systems: Complaint Activity Tracking System (CATS) Excel Atlas and L&I Industrial Insurance System (LINIIS) for research or data entry when applicable.
Mail out requested forms and publications.
Monitor and respond to email inquiries received in the email box and entering retaliation complaints workers rights complaints and forwarding other complaints to the appropriate specialist.
Mail certified citations to employers and employees; includes creating multiple copies scanning documents labeling files and preparing certified mailings.

Due to the need of Spanish interpretation/translation must fluently speak read and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents.

Qualifications

Required:

High school diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries complaints or problems.

One year of experience as a Customer Service Specialist 1

Equivalent education/experience totaling two years.

Note: Equivalent education/experience can be substituted year for year of education in the following areas:

Call center experience
Experience handling customer inquiries complaints and complications.
Customer service experience
Clerical office experience

Due to the need of Spanish interpretation/translation must fluently speak read and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents.

AND

The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Desired:

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 de-escalating customers

Supplemental Information

Things You Need To Know

To help you maintain a proper work-life 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 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 permitted part time after training or with supervisor approval during training. The assigned duty station for this position is Tumwater Washington.

For positions where in-office 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 letterdescribing specific qualifications.
A currentresumedetailing 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.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page atHiring 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

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 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.
Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment. Assessments are proctored remotely via Zoom or Microsoft Teams.

Did You Know

Washington isAmericas Top State to live play and work according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.

In addition to offering a positive balance between life and work L&I provides one of the most competitive benefits packages in the also believe your voice matters. We value our employees and their work-life 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 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 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 award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting program or the agency please contactHaleigh Missildine(she/her/hers).

Required Experience:

DescriptionOur Mission:Keep Washington Safe and Working!Our Values: Customer Focus One L&I Respect Diversity Equity and Inclusion Learning and Growth ReliabilityWhen hired as bilingual our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do...