Customer Service Specialist 2 (Internal Applicants Only)

WSLCB Vision
Safe communities for Washington State.

Mission
Promote public safety public health and trust through fair administration education and enforcement of liquor tobacco cannabis and vapor laws.

This position is currently eligible to telework. This position is required to work in the office 2 days per week. This may change based on business needs.

Who we are

The mission of theWashington State Liquor and Cannabis Board(WSLCB) is to promote public safety public health and trust through fair administration education and enforcement of liquor cannabis tobacco and vapor laws. We search for people who demonstrate a strong work ethic excellence in customer service partnering and teamwork and quality performance.

We want to create a culture that fosters excellence in customer service open and honest communication transparency and accountability data driven decisions and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promoteDiversity Equity Inclusion and Belonging (DEIB)in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build educate and inspire an inclusive environment that recognizes respects and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education background or beliefs. As a WSLCB team member you will have opportunity to join statewide business resource groups (BRGs) such as Rainbow Alliance and Inclusion NetworkVeteran Employee Resource GroupLatino Leadership NetworkBlacks United in Leadership and DiversityDisability Inclusion NetworkWashington Immigrant NetworkandHawaiians Asians and Pacific Islanders Promoting an Empowerment Network;Supporting our Voices Empowering Rights and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is looking to fill aCustomer Service Specialist 2 (CSS2)positioninOlympia WA. This position reports to the Customer Service Supervisor in the WSLCBs Licensing and Regulation Division. This position serves and complements the WSLCBs mission and goals by educating licensees and future licensees on liquor and cannabis laws. Customer service is the first point of contact for questions in the agency and it is our duty to ensure timely and accurate information is given to our licensees or potential licensees to promote legal and safe alcohol and cannabis sales while providing accurate information to our stakeholders to ensure public safety.

If you have an interest in independently performing various customer service duties using problem-solving skills in an accurate timely and reliable fashion with a focus on process improvement we encourage you to apply to be a part of the WLSCB team!

Some of the duties you will perform are:

• Accepting processing and issuing Special Occasions liquor permits and endorsements alcohol warehouse approvals licenses for duplicate locations and Farmers Market authorizations providing clear direction to applicants and interpreting complex laws rules and procedures.
• Processing discontinued business requests.
• Processes expired licenses.
• Receives and processes certified letters and protest letters.
• Processes Entity/Tradename changes and updates to licensee information.
• Processes responses from local authorities from Cities/Counties related to approvals on liquor & cannabis licenses.
• Independently works directly with liquor licensees to review and approve physical changes and license type changes to already approved locations.
• Processing incoming licensing documents received electronically and through the mail for workflow and record maintenance.
• Independently interpreting complex rules policies and procedures for the public. Redirect calls to or consults with CSS3s or other agency experts as needed.
• Works in DOR/BLS partner system to approve or validate information on liquor and cannabis licensing for internal & external customer inquiries.
• Independently respond to requests for information refunds and troubleshooting that come from 12 email addresses the fax machine calls from the main line and a line reserved for enforcement officers.
• Maintain understanding of recent law rule and policy changes to provide accurate information and interpretation of new developments in the agency.
• Other duties as assigned.

Required Qualifications:

Two (2) years of experience providing assistance to clients/customers regarding inquiries complaints or problems.

OR

An Associates degree or higher.

Required Competencies:

The ability to take action to learn and grow. This equity competency identifies people who are curious about themselves and others who take responsibility for knowing their own strengths and weaknesses and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others. This equity competency identifies people who are flexible adaptable customer-service focused and willing and able to empathetically respond to the unique needs of the people they work with and serve

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision Long Term Disability Life Insurance etc.)
• Paid Vacation Leave and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employees career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities when possible)
• Employee Assistance Program - confidential program created to promote the health safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)
• Infants at Work Program to promote parent and infant bonding parental well-being and healthy infant development. Depending on your job duties work location and supervisor approval eligible employees who are new mothers fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

1. Completed online application.
2. Current Resume.
3. Letter of Interest describing how you meet the specific qualifications for the position.
4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.