L&I CUSTOMER SERVICE SPECIALIST 2

About the Role

At Labor & Industries (L&I), we support the safety and well-being of Washington's workers. The Customer Service Specialist 2 role is a key position focused on helping customers, solving problems, and making a positive impact. The assigned duty station for this position is Spokane, Washington.

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, directly impacting 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, plus 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 passionate about service and learning.
• Opportunity for Growth: Whether it's mastering new programs or advancing your career, we 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 the agency.
• Researches and evaluates business’s 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 registration. In 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.
• Educates customers in accessing L&I services including but 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.
• 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.
• 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.

Qualifications

Required:

• 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. (Equivalent education may substitute year for year for experience.)
• 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:

• Communication Skills: You can communicate effectively, making even complex information easy to understand.
• Customer-Centered: You’re passionate about helping people and creating positive experiences. You’ll 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.