L&I Customer Service Specialist

Overview

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

The Department of Labor and Industries’ mission is to keep Washington safe and working. As a customer service specialist, you’ll directly support the mission by acting as a liaison between internal/external customers and program/agency, explaining Employment Standards policies, procedures, laws and processes, and more.

Some of what you’ll do:

• Provide direct service to telephonic customers resolving the problem by interpreting laws, policies, and procedures or referring the customer to the proper agent/agency for further assistance.
• Promptly answer phones, listen attentively, answer questions and discuss possible violations.
• Consult with the Industrial Relations Specialist and/or agents on unusual or more complex issues to ensure accurate and complete responses.
• Educate customers as to the law in their specific situations, and email customer links, if needed, for the laws and written policies applicable to their inquiries.
• Check voice messages and mailbox lines and return calls.
• Use the following computer systems:
  Complaint Activity Tracking System (CATS), Excel, Atlas, and L&I Industrial Insurance System (LINIIS) for research or data entry when applicable.
• Mail out requested forms and publications.
• Monitor and respond to email inquiries received in the esgeneral.gov email box and entering retaliation complaints, workers’ rights complaints, and forwarding other complaints to the appropriate specialist.
• Mail certified citations to employers and employees; includes creating multiple copies, scanning documents, labeling files and preparing certified mailings.

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
• OR Equivalent education/experience totaling two years.

Note: Equivalent education/experience can be substituted year for year of education in the following areas:

• Call center experience
• Experience handling customer inquiries, complaints, and complications
• Customer service experience
• Clerical office experience

AND

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desired:

• Previous experience working with statutes and regulations and explaining them in a way customers can understand.
• Public sector experience
• Call center experience
• Working with upset customers and experience with de-escalating customers

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career. Click on the “Benefits” tab to learn more.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

For this position, telework is permitted part time after training or with Supervisor approval during training. The assigned duty station for this position is Tumwater, Washington.

For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

To receive more information on opportunities at L&I sign up for Gov Delivery and select L&I job alerts.

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please include the following documents with your application:

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list…