L&I Customer Service Specialist 2-Bilingual

Description

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

Please Note: This position is bilingual preferred. Due to the need of written and verbal communication, interpretation and translation, the employee must be able to fluently speak, read, and write in one of the following languages: Spanish, Korean, Russian, Chinese, or Vietnamese. 

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

Job Highlights

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 Silverdale, WA for a Customer Service Specialist 2 - Bilingual which might be just what you are looking for!

As a Customer Service Specialist 2 (CSS2) - 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 - 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 - 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.

Duties

Some of what you’ll do:

• Assist English speaking and multilingual customers at the front counter and on the phones by providing information regarding L&I and other government agency programs and services (to include Human Rights and discrimination complaints, etc.)..
• 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 licensing applications for construction contractors.
• Make a determination to stop application and/or registration processes when all necessary documentation has not been provided or when established guidelines have not been met.
• 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 work permits and factory assembled structure (FAS) alteration permits.
• 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 liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims.
• Use telephonic interpretive services to assist customers with limited English proficiency.
• Educate employers regarding the Industrial Insurance Program.
• Provide assistance to authorized legal representatives, third party administrators and other State, Federal and local agencies, regarding injury claim and pension related questions.
• Provide support to internal program staff. 
• Provide education of Washington’s fair labor requirements, processes and obligations for both employees and employers.
• And much more!

Qualifications

Required:

  OR

OR

As well as: 

• Demonstration of Position-Specific Skills, Abilities and Competencies
• Must possess a valid unrestricted driver license. 

Desired:

• Experience providing clerical or customer service support, able to multi-task in a professional fast paced, high call volume work environment. 
• 1 year of cash handling experience.
• Bilingual Skills- The ability to read, write, translate and converse with fluency in one of the languages listed above and English.

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.

The expected time spent in-office while on probation will be Monday through Friday.

For this position, telework (after probation period is over) will be 1 (one) day a week. The assigned duty station for this position is Silverdale, Washington.

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 mandatory and desirable qualifications described in the announcement.

Please include the following documents with your application:

1. A cover letter describing specific qualifications.
2. A current resume detailing applicable experience and education.
3. 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.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

Background Check Notice: 

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.
• 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.
• Please note: You will be required to pass an assessment on your ability to write and speak a foreign language fluently. We don’t use translating software.

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.

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 [email protected].

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 Elena Emery at [email protected]