Customer Service Specialist 2 (Internal Applicants Only)

State of Washington; Olympia (WA); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Paid Vacation and Holidays

Tuition Waiver

Training and career development

Telework/remote work opportunities

Onsite fitness facilities

Infants at Work Program

Free parking

Job summary

The Washington State Liquor and Cannabis Board (WSLCB) is seeking a Customer Service Specialist 2 in Olympia, WA. The role educates licensees on liquor and cannabis laws, serving as the first point of contact for questions and ensuring timely, accurate information to promote legal and safe sales.

The position requires problem-solving skills under general supervision; duties include reporting, preparing meeting materials, and maintaining filing systems.

Qualifications

• Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Associate’s degree or higher.
• Ability to take action to learn and grow; equity competency is emphasized within the agency and required for this role.

Responsibilities

• Accepting, processing and issuing Special Occasions liquor permits and endorsements, extensions, licenses and related authorizations, with clear guidance to applicants.
• Processing discontinued business requests and expired licenses.
• Receiving and processing letters, protest letters, and licensee information changes.
• Interpreting and applying complex rules and policies for the public; redirecting to CSS3s or experts when needed.
• Work within DOR/BLS partner system to validate licensing information for inquiries.
• Responding to information requests, refunds, and troubleshooting from multiple channels.
• Stay updated on recent law, rule and policy changes to provide accurate information.

Education

Associate’s degree or higher

Job description

WSLCB Vision
Safe communities for Washington State.
Mission
Promote public safety, public health, and trust through fair administration, education and enforcement of liquor, tobacco, cannabis, and vapor laws.

This INTERNAL ONLY recruitment is open to current WSLCB employees only.

This position is currently eligible to telework. This position is required to work in the office 2 days per week. This may change based on business needs.

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promoteDiversity, Equity, Inclusion, and Belonging (DEIB)in all aspects of our work. This includes a commitment to our workforce and external stakeholders.
It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network, and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is looking to fill a Customer Service Specialist 2 (CSS2) position in Olympia, WA. This position reports to the Customer Service Supervisor in WSLCB's Licensing and Regulation Division. This position serves and complements the WSLCB's mission and goals by educating licensees and future licensees on liquor and cannabis laws. Customer service is the first point of contact for questions in the agency, and it is our duty to ensure timely and accurate information is given to our licensees or potential licensees to promote legal and safe alcohol and cannabis sales while providing accurate information to our stakeholders to ensure public safety.

In this position you will independently performing various customer service duties using problem-solving skills under general supervision. Incumbent will update reports, develop meeting materials for in house meetings, prepare correspondence and track progress of legal files, maintaining manual and electronic recordkeeping/filing systems and data base files, and assists with tasks, as needed, to aid the workload of Division staff.

If you have an interest in independently performing various customer service duties using problem-solving skills in an accurate, timely, and reliable fashion with a focus on process improvement, we encourage you to be a part of the WLSCB team!

Some of the duties you will perform are:

• Accepting, processing and issuing Special Occasions liquor permits and endorsements, alcohol warehouse approvals, licenses for duplicate locations, and Farmer’s Market authorizations, providing clear direction to applicants and interpreting complex laws, rules and procedures.
• Processing discontinued business requests.
• Processes expired licenses.
• Receives and processes certified letters and protest letters.
• Processes Entity/Tradename changes and updates to licensee information.
• Processes responses from local authorities from Cities/Counties related to approvals on liquor & cannabis licenses.
• Independently works directly with liquor licensees to review and approve physical changes and license type changes to already approved locations.
• Processing incoming licensing documents received electronically and through the mail for workflow and record maintenance.
• Independently interpreting complex rules, policies and procedures for the public. Redirect calls to or consults with CSS3s or other agency experts as needed.
• Works in DOR/BLS partner system to approve or validate information on liquor and cannabis licensing for internal & external customer inquiries.
• Independently respond to requests for information, refunds, and troubleshooting that come from 12 email addresses, the fax machine, calls from the main line, and a line reserved for enforcement officers.
• Maintain understanding of recent law, rule, and policy changes to provide accurate information and interpretation of new developments in the agency.
• Other duties as assigned.

Required Qualifications

Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

An Associate’s degree or higher.

Required Competencies

The ability to take action to learn and grow. This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others. This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)
• Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.
• Free parking

Equal Opportunity and Diversity Statement

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email [e-mail] or call [phone]. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.

The Washington State Liquor and Cannabis Board should also be aware that RCW 66.08.080, which states in part: \"No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.\"

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.