Bilingual Customer Service Lead (CSS3)

State of Washington; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Flexible Work Options

Comprehensive Benefits

Career Growth

Supportive Team

Job summary

State of Washington is seeking a Customer Service Specialist 3 (CSS3) in Tacoma, WA. This full-time role emphasizes mentoring, problem-solving, and delivering exceptional service across L&I programs.

Flexible work options may be available after probation, with opportunities to guide junior specialists and improve customer outcomes. You will lead a team, resolve complex inquiries, and serve Spanish-speaking and English-speaking customers at multiple touchpoints, contributing to a safer, more

Qualifications

• High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• One year of experience as a Customer Service Specialist 2.
• Bilingual: fluent in both Spanish and English (reading, writing, and speaking). We don’t use translation software, so your skills will shine in this role!
• Must possess a valid unrestricted driver license.

Responsibilities

• Lead & Mentor: guide and mentor Customer Service Specialists 1 and 2, provide hands-on training, resolve complex issues, ensure smooth communication across teams.
• Solve Complex Problems: handle tricky situations with contractors, policy interpretation, and multi-agency concerns.
• Bilingual: provide exceptional service in Spanish and English at front counter, phone, and online.
• De-escalate & Resolve: manage conflicts with calm, reasoned solutions.
• Guide with Knowledge: apply policy and procedure expertise to help customers and staff for accurate service.
• Assist Customers: assist with registration, payments, complex claims, and account issues promptly.
• Step In When Needed: back up the Office Manager in their absence.

Skills

Bilingual (Spanish/English)

Problem-Solving

Communication skills

Tech-Savvy

Learning agility

Education

High school diploma or equivalent

Job description

State of Washington is seeking a Customer Service Specialist 3 (CSS3) in Tacoma, WA. This full-time role emphasizes mentoring, problem-solving, and delivering exceptional service across L&I programs.

Flexible work options may be available after probation, with opportunities to guide junior specialists and improve customer outcomes. You will lead a team, resolve complex inquiries, and serve Spanish-speaking and English-speaking customers at multiple touchpoints, contributing to a safer, more