L&I Customer Service Specialist 2

Our Mission:Keep Washington Safe and Working!

Our Values: Customer Focus One L&I Respect Diversity Equity and Inclusion

Learning and Growth Reliability

At Labor & Industries (L&I) were on a mission to support the safety and well-being of Washingtons workers. And guess what We need YOU to be a part of that mission!

If youre someone who enjoys making a positive impact solving problems and helping others then our Customer Service Specialist 2role is just the opportunity youve been looking for!

The assigned duty station for this position is Spokane Washington.

Whats in it for YOU

• Make a Difference: Your work will contribute to the safety economic well-being and success of Washingtons 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 weve 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 everyones voice is heard. Join a team thats passionate about service and learning!
• Opportunity for Growth: Whether its mastering new programs or advancing your career well provide ongoing training and development opportunities

What youll be doing:

Get ready for a role where every day brings new challenges and opportunities to make a real impact! As a key part of our team youll:

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 to telephone and walk-in customers. Researches each applicant in multiple internal databases for outstanding debts owed the agency. Researches and evaluates businesss standing with Business License Services/Department of Revenue and if applicable Secretary of State. Educates and guides customers regarding applications and/or 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.
• Calculates and collects appropriate processing fees. Completes entry of both required data and payment information in appropriate systems to issue the license certificate or all money transactions adheres to established cash management policies procedures i.e.: reconciliation and documentation. Maintains fiscal integrity in the handling of currency checks credit/debit cards and receipts.

Assists customers using technical knowledge of business services:

• Educate customers in accessing L&I services including and not limited to Claims and Account Center Pay Balance Due Electrical Permitting (EPIS) Quick File.
• Assists customers using the Customer Service Center Secretary of State registrations dissolutions and amendments.
  On behalf of Business Licensing Services for Department of Revenue assists customers using the Customer Center for Business License applications renewals and city endorsements. Issue UBIs for new applications.
  Utilizes telephonic interpretive services to assist customers with limited English proficiency. Escalates complaints regarding service issues to the CSS4 or Language Access Coordinator.
• As directed by the CSS4 assists as a resource for new CSS staff.
  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.
• When needed performs any of the duties of lower-level staff.
  And so much more!!

** Equivalent education may substitute year for year for experience.

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.

In Addition:

• Must possess a valid unrestricted driver license.

Required Equity Competencies:

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

Desired Qualifications:

• Communication Skills: You can communicate effectively making even complex information easy to understand.
• Customer-Centered: Youre passionate about helping people and creating positive experiences. Youll thrive in a fast-paced environment where every day brings new challenges and opportunities.
• Verbal Communication: Expresses ideas and information through the spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience; speaks clearly.
• 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 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 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 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 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.

Well be reviewing applications soon so dont miss your chance to join this incredible team!

Please do not attach or place any medical information within the application experience or work history. 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:

Note: 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.

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 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 number. 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 contributes to the success of the agencys mission. Having a diverse workforce is this agencys greatest source 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. People 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 contact Corey Laguana.