Bilingual Customer Service Leader & Mentor (CSS3)

Washington State Department of Labor & Industries; Tacoma (WA); Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Flexible Work

Comprehensive Benefits

A Supportive Team

Professional Growth

Job summary

Washington State Department of Labor & Industries seeks a Customer Service Specialist 3 (CSS3) to mentor frontline staff and resolve complex inquiries. The role emphasizes bilingual service in Spanish and English at counters, on calls, and online, with a focus on policy interpretation and inter-agency coordination.

Qualified candidates have a high school diploma or equivalent, 3 years of client assistance experience, and at least 1 year in CSS2.

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.
• Equivalent education/experience.
• Bilingual: You must be 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: As a senior member of the team, you’ll be guiding and mentoring Customer Service Specialists 1 and 2. You’ll be providing hands‑on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Solve Complex Problems: Whether it’s working with contractors, interpreting policies, or addressing multi‑agency concerns, you’ll be the expert in handling tricky situations with ease.
• Bilingual: Provide exceptional customer service in both Spanish and English at the front counter, on the phone, and online. You’ll be the go‑to person for questions about L&I services and other state programs.
• De‑escalate & Resolve: Using your excellent communication skills, you’ll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Guide with Knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
• Assist Customers: From registration and payments to complex claims and account issues, you’ll ensure that customers receive the help they need, promptly and professionally.
• Step In When Needed: You’ll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained.

Skills

Bilingual: Spanish and English

Education

High school diploma or equivalent

Equivalent education/experience

Job description

Washington State Department of Labor & Industries seeks a Customer Service Specialist 3 (CSS3) to mentor frontline staff and resolve complex inquiries. The role emphasizes bilingual service in Spanish and English at counters, on calls, and online, with a focus on policy interpretation and inter-agency coordination.

Qualified candidates have a high school diploma or equivalent, 3 years of client assistance experience, and at least 1 year in CSS2.