L&I Customer Service Specialist 2

About the role

The Department of Labor and Industries’ mission is to keep Washington safe and working. As a customer service specialist, you’ll directly support the mission by acting as a liaison between internal/external customers and program/agency, explaining Employment Standards policies, procedures, laws, and processes.

Responsibilities

• Provide direct service to telephonic customers resolving problems by interpreting laws, policies, and procedures or referring the customer to the proper agent/agency for further assistance.
• Promptly answer phones, listen attentively, answer questions, and discuss 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 email customer links for applicable laws and written policies.
• Check voice messages and poster mailbox lines and return calls.
• Use computer systems: Complaint Activity Tracking System (CATS), Excel, Atlas, and L&I Industrial Insurance System (LINIIS) for research or data entry.
• Mail out requested forms and publications.
• Monitor and respond to email inquiries received in the esgeneral@lni.wa.gov email box, 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.

Requirements

• 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.
• OR equivalent education/experience totaling two years in the following areas:
  • Call center experience
  • Experience handling customer inquiries, complaints, and complications
  • Customer service experience
  • Clerical office experience
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Qualifications

• Previous experience working with statutes and regulations and explaining them in a way customers can understand.
• Public sector experience.
• Call center experience.
• Experience working with upset customers and de-escalating situations.

Benefits

• Teleworking and flexible custom work schedules.
• Generous retirement package for eligible state employees.
• Diverse and inclusive workplace.

Schedule

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 at the time of offer.

This position requires a valid unrestricted driver's license and insurance if driving a privately owned vehicle on state business. The position is represented by the Washington Federation of State Employees (WFSE).