L&I Customer Service Specialist 2 (Bilingual-Spanish)

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. At Labor & Industries (L&I), we’re on a mission to support the safety and well-being of Washington’s workers. The assigned duty station for this position is Sequim, Washington. This position is a full-time position with flexible work options plus 5% pay increase for bilingual skills.

Note: You will be expected to work in the office Monday through Friday, with the possibility of one telework day after you complete your probation period. Telework is based on performance and business needs.

Benefits

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 & 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.
• Educates and guides customers regarding 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.
• Processes and issues electrical, plumber, boiler, elevator, asbestos, FAS, and specialty contractor licenses and certifications.
• Educates customers in accessing and navigating L&I online services.
• Assists English and Spanish speaking customers at the front counter, over email/mail/drop boxes, and on the phones by providing information regarding L&I and other government agency programs and services.
• Assists customers using technical knowledge of business services.
• Serves as liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims.
• Answers general questions and refers to the Prevailing Wage Agent in regard to work classification.
• Provides electrical support including processing and mailing letters.
• Tracks and makes collection calls to collect unpaid fees, email service approvals to service providers, and initiate refund requests.
• Processes agency and compliance permits upon request.
• Utilize internal programs for appropriate documentation such as CATS and LINIS.
• Travels between multiple L&I office locations within the region or statewide to provide critical front counter and operational support.

Qualifications

Experience may substitute for education year for year. 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 license. Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking).

Desired Qualifications

• 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.
• Tech-Savvy: You’ll use multiple systems, so being comfortable with technology is essential.
• 1 year of cash handling experience

Supplemental Information

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.