L&I CUSTOMER SERVICE SPECIALIST 3

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. Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving!

Why You’ll Love This Role

Make an Impact: You’ll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding.

Mentorship Opportunities: As a CSS3, you’ll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!

Dynamic & Fast-Paced: This is no ordinary desk job! You’ll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.

Growth & Development: We’re committed to your growth! You’ll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency. We invest in your success.

Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

Duties

As a team leader, you’ll:

• Lead & Mentor: As a senior member of the team, you’ll be guiding and mentoring Customer Service Specialists 1 and 2. You’ll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Solve Complex Problems: Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you’ll be the expert in handling tricky situations with ease.
• De-escalate & Resolve: Using your excellent communication skills, you’ll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Guide with Knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
• Assist Customers: From registration and payments to complex claims and account issues, you’ll ensure that customers receive the help they need, promptly and professionally.
• Step In When Needed: You’ll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained.

Qualifications

Required Qualifications: High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems. OR One year of experience as a Customer Service Specialist 2. OR Equivalent education/experience. AND Must possess a valid unrestricted driver license.

Demonstrated ability to identify gaps and trends, solve complex problems and make recommendations for improvement.

Required Equity Competencies: The ability to take action to learn and grow. The ability to take action to meet the needs of others.

Skills

In Addition:

• Problem-Solving Skills: You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication: You’re a master at explaining complex policies and procedures, verbally or in writing, in a way that’s easy to understand, even in the most challenging situations.
• Tech-Savvy: Comfort with various systems and applications is key. You’ll be using digital tools to track, resolve, and manage customer interactions and data.

Desired Qualifications

• Cash Handling Experience: If you’ve managed money in a customer service role, we’d love to hear about it.
• Training/Coaching Experience: Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others: If you’re someone who finds joy in making a real difference in people's lives, this is the job for you!

Benefits

Flexible Work: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

Comprehensive Benefits: Health insurance, paid time off, and a robust retirement plan.

A Supportive Team: Join a team that’s committed to making a difference. We work together to overcome challenges and celebrate success.

Professional Growth: Take advantage of ongoing learning opportunities, career development programs, and potential for internal promotions.