L&I; Customer Service Specialist 2

Description Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability Job Highlights Do you want to be part of a new and dynamic team? Are you someone with strong customer service skills who can listen attentively and resolve concerns? Then this could be the position for you! We are seeking a Customer Service Specialist 2 for our new Healthcare Labor Standards program.
In this role, you’ll work in the break and overtime unit where you’ll act as a liaison between internal/external customers and the program/agency, explain Healthcare Labor Standards policies, procedures, laws, and processes, inform customers of their rights and responsibilities and resolve customer service related concerns.
Duties Some of what you’ll do: Provides direct service to telephone customers, resolving concerns or problems by interpreting laws, policies, and procedures or by referring the customer to the proper agent or agency for further assistance.
Uses the agency Language Line as needed to provide customer service to non-English speaking customers.
Promptly answers phone calls, listens attentively, answers questions, and discusses possible compliance concerns.
Consults with Industrial Relations Agents and Specialists on unusual or complex scenarios to ensure accurate and complete responses.
Educates customers regarding the law to address specific situations raised during discussion.
Monitor and respond to inquiries sent to the Healthcare Labor Standards inbox.
Forward inquiries to specialists or agents as needed for further support.
Completes the compilation of final determination Tracks and files case documentation for proceedings Archives case documentation after the conclusion of any appeal, litigation, or other final activity.
Qualifications Required: An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems; OR A Bachelor’s degree; OR Equivalent experience providing assistance to customers regarding inquiries, complaints, or problems.
Desired: Two years of experience providing clerical or customer service support, able to multi-task in a professional fast paced, high call volume work environment.
Previous experience working with statutes and regulations and explaining them in a way customers can understand is a plus.
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 permitted part time.
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.
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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.
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 Haleigh Missildine (she/her/hers) at miso235@lni.
wa.
gov.