L&I CUSTOMER SERVICE SPECIALIST 2

About the Role

Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability. If you’re someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist 2 role is just the opportunity you’ve been looking for! The assigned duty station for this position is Tacoma, Washington. This is a full-time position with flexible work options. The expected time spent in-office will be 5 days per week, Monday through Friday.

What’s in it for YOU?

• Make a Difference: Your work will contribute to the safety, economic well-being, and success of Washington’s 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, we’ve 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 everyone’s voice is heard. Join a team that’s passionate about service and learning!
• Opportunity for Growth: Whether it's mastering new programs or advancing your career, we’ll provide ongoing training and development opportunities.

Responsibilities

• Independently processes licensing, registration, and 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 for telephone and walk-in customers.
• Researches each applicant in multiple internal databases for outstanding debts owed to the agency.
• Researches and evaluates a business’s standing with Business License Services/Department of Revenue, and if applicable, the 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 registration.
• Maintains fiscal integrity in the handling of currency, checks, credit/debit cards, and receipts.
• Assists customers in accessing L&I services including 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 the Department of Revenue, assists customers using the Customer Center for Business License applications, renewals, and city endorsements. Issues 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.
• Travels between multiple L&I office locations within the region or statewide to provide critical front counter and operational support.
• When needed, performs any of the duties of lower-level staff.

Qualifications

• 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.
• Must possess a valid unrestricted driver's 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: Ability to communicate effectively, making complex information easy to understand.
• Customer-Centered: Passionate about helping people and creating positive experiences. Thrives in a fast-paced environment.
• Verbal Communication: Expresses ideas and information clearly, tailoring language to the audience.
• 1 year of cash handling experience.

For a full list of position-specific skills and abilities, please request the PDF (Position Description Form).

Supplemental Information

State employees who meet the qualifications will become eligible for a generous retirement package at the end of their career. To receive more information on opportunities at L&I, sign up for GovDelivery and select L&I job alerts.

Application Process

We will contact the top candidates directly to interview for this position. Please include the following documents with your application:

• A cover letter showcasing your qualifications and enthusiasm for the role.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current contact information.

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.

Background check notice: Prior to 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.

This position is represented by the Washington Federation of State Employees (WFSE). Candidates 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 provide proof of identity and eligibility to work in the United States on the first day of employment.

L&I may use this announcement to fill multiple permanent and/or non-permanent positions.