L&I Customer Service Specialist 3 - Bilingual/Spanish

About the Role

Join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving! We’re looking for a Customer Service Specialist 3 (CSS3) who excels at problem-solving, de-escalating tough situations, and ensuring every customer gets the help they need. This full-time position offers flexible work options and the opportunity to mentor and guide the next generation of customer service superstars.

Responsibilities

• Lead and mentor Customer Service Specialists 1 and 2, providing hands-on training and resolving complex issues.
• Solve complex problems, including working with contractors, interpreting policies, and addressing multi-agency concerns.
• Provide exceptional bilingual customer service in Spanish and English at the front counter, on the phone, and online.
• De-escalate and resolve customer conflicts, offering calm and reasoned solutions.
• Guide customers and staff with a deep understanding of policies, regulations, and procedures.
• Assist customers with registration, payments, claims, and account issues.
• Act as a backup for the Office Manager in their absence, ensuring smooth operations.

Qualifications

• High school diploma or equivalent and three years of experience providing customer assistance.
• OR One year of experience as a Customer Service Specialist 2.
• OR Equivalent education/experience.
• Bilingual fluency in Spanish and English (reading, writing, and speaking).
• Valid unrestricted driver's license.

Skills

• Strong problem-solving skills in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Proficiency with digital tools and systems.
• Ability to learn and grow in a dynamic setting.

Desired Qualifications

• Cash handling experience in a customer service role.
• Training or coaching experience.
• Passion for helping others and making a positive impact.

Benefits

• Flexible work options, including telework and flexible schedules (after probation).
• Comprehensive benefits, including health insurance, paid time off, and retirement plans.
• Professional growth opportunities and career development programs.
• Supportive team environment committed to making a difference.

Location: Tacoma, Washington
Schedule: Monday through Friday, with potential flexible options after probation
Bilingual Pay: 5% increase for bilingual responsibilities