L&I Customer Service Specialist 2 (Bilingual Spanish)

Description

Are you looking for a position that supports and contributes to the economic well-being and safety of Washington's workers? Here's your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Labor & Industries has an opening in Tukwila for a Customer Service Specialist 2 - Spanish Bilingual which might be just what you are looking for!

As a Customer Service Specialist 2 (CSS2) - Spanish Bilingual, you will be reporting to the Office Manager (OM) and will be a member of the Customer Service Program (CSP). You will be a member of a team and share equally in the responsibility of providing direct service to customers of all agency programs, both those who walk in and those who call in, as well as providing service to internal staff. As a CSS2 - Spanish Bilingual, you will be fully qualified to examine documentation and applications for completeness, in accordance with applicable rules. You will be able to determine eligibility based on what rules apply and explain agency policies, procedures, regulations, and processes: you will guide and inform customers of their rights and responsibilities, act as a liaison between customer and agency, resolve customer service related complaints, and use knowledge of agency policies and procedures to assist customers with completion of agency forms.

As a CSS2 - Spanish Bilingual, you will be required to have general and specific knowledge of other government agency programs and services including, but not limited to, Business Licensing Service, Department of Revenue, Secretary of State, and Human Rights Commission.

The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes and identification of potential non-compliance. This position assists customers with opening of accounts, payment of assessed fees or on accounts, payment agreements, and collection of money, and seeks ways to improve customer service and productivity.

In addition to the base salary above
WFSE CBA 42.21 King County Premium Pay - Employees assigned to a permanent duty station in King County will receive five (5) percent Premium Pay calculated from their base salary. When an employee is no longer permanently assigned to a King County duty station they will not be eligible for this premium pay.

If hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.

Duties

Some of what you’ll do:

• 
  Assist customers over the phone, in person, or in writing to identify needs, provide information, or direct customers to resources.
• Explain to customer the requirements and procedures related to guide them in accessing L&l services or licensing and certification.
• Review, research and process registration and permit applications for completeness and accept or deny for processing.
• Provide agency interpretation and accurately apply knowledge of laws, regulations, and processes in the resolution of inquiries, complaints, and problems while maintaining appropriate confidentiality.
• Educate and assist customers in applying for and purchasing electrical, plumber, boiler, elevator, asbestos, factory assembled structure (FAS), and specialty contractor licenses and certifications.
• Complete entry of both required data and payment information in appropriate systems to issue the license, certificate or registration. In all money transactions, adhere to established cash management policies and procedures.
• Serve as a liaison between customers (injured workers, employers, and providers) and claims management.
• Use telephonic interpretive services to assist customers with limited English proficiency.
• Provide technical support to internal program staff.
• And much more!

Qualifications

Required:

• 
  High school diploma or equivalent.
  
• 2 years of experience providing direct customer service.
  
• Bilingual Skills in Spanish/English – The ability to read, write, translate and converse with fluency in both Spanish and English.
  
• Demonstration of position specific skills and abilities:

Desired:

• An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems.
  
• 1 year of cash handling experience.

Supplemental Information

Things 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. 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 dependent upon business needs and supervisor approval. The assigned duty station for this position is Tukwila, 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.

Application Process:

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 mandatory 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 information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, 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.

Other Information:

• A job offer is contingent upon completion of a background check that includes a criminal record review.
• 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.
• This position is represented by the Washington Federation of State Employees (WFSE).
• 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.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
• Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams. Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.

Did You Know?

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.

Veterans Preference
Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov.

Diversity, Equity, and Inclusion Employer

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 believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency’s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. 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.

For more information

If you have any questions regarding this job posting, program, or the agency, please contact Angela Laramie at lari235@lni.wa.gov or April Sharp at elib235@lni.wa.gov.