L&I Customer Service Specialist 2

Customer Service SpecialistThe 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, listens attentively, answers questions and discusses 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 emails customer links, if needed, for the laws and written policies applicable to their inquiries.Check voice messages and poster mailbox lines and returns 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@lni.wa.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.OROne year of experience as a Customer Service Specialist 1OREquivalent education/experience totaling two years.ANDThe 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 experienceCall center experienceWorking with upset customers and experience with de-escalating customersThings you need to know: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.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 GovDelivery 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 of at least three professional references with current telephone numbers.Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.Applicants selected to move forward in the hiring process may be contacted by email to schedule a skills assessment. Assessments are proctored remotely via Zoom or Microsoft Teams.Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine (she/her/hers).