L&I CUSTOMER SERVICE SPECIALIST 2 -Bilingual Preferred (Ukrainian and/or Spanish)

Our Mission: Keep Washington Safe and Working!

At Labor & Industries (L&I), we’re on a mission to support the safety and well-being of Washington’s workers. If you’re someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist role is the opportunity you’ve been looking for.

About the role

This is a full-time position with flexible work options plus a 5% pay increase for bilingual skills (if applicable). The expected time spent in-office will be Monday through Friday with one telework day. Based on business needs, telework days may change. The assigned duty station for this position is Everett, Washington.

Responsibilities

• Provide exceptional customer service at the front counter, on the phone, and online. You’ll be the go-to person for questions about L&I services and other state programs.
• Help customers navigate complex processes by explaining rules, procedures, and eligibility requirements clearly and with empathy.
• Assist with processing contractor registrations and licensing applications, helping customers purchase electrical or elevator permits, acting as a crucial liaison between injured workers, employers, attorneys, and claim management teams, processing wage complaints, and more.
• Resolve complaints and ensure that everyone gets the best service possible.
• Process payments, ensure proper data entry, and manage financial transactions with care and accuracy.
• Utilize telephonic interpretive services to assist customers with limited English proficiency, making sure everyone has equal access to vital resources.
• Work closely with internal staff, legal representatives, and various agencies to provide top-tier assistance and guidance on claims, pensions, and employment rights.
• Resolve issues, improve processes, and contribute to a culture of excellent service.
• Visit and support various offices throughout the region wherever additional assistance is required.

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.
• Must possess a valid unrestricted driver license.
• Ability to take action to learn and grow.
• Ability to take action to meet the needs of others.

Qualifications

• Bilingual (Preferred): Fluency in both English and Ukrainian and/or Spanish (reading, writing, and speaking).
• Communication Skills: Ability to communicate effectively, making even complex information easy to understand.
• Customer-Centered: Passion for helping people and creating positive experiences. Ability to thrive in a fast-paced environment.
• Tech-Savvy: Comfortable using multiple systems.
• One year of cash handling experience.

Benefits

• Make a Difference: Your work will contribute to the safety, economic well-being, and success of Washington’s workers.
• Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Generous Benefits: Medical coverage, retirement plans, and generous vacation time to recharge and grow.
• Great Team Culture: A workplace that values diversity, respect, and where everyone’s voice is heard.
• Opportunity for Growth: Ongoing training and development opportunities.
• Retirement Package: Eligible for a generous retirement package at the end of your career.