L&I CUSTOMER SERVICE SPECIALIST 2

Washington State Department of Labor & Industries; Seattle (WA); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Telework options

Generous benefits

Diverse, inclusive team

Job summary

Washington State Department of Labor & Industries (L&I) is seeking a Customer Service Specialist 2 to join the CSCPS division in Tumwater, WA. The role focuses on delivering exceptional service for Contractor Registration and related state programs, with empathy and clear guidance on rules and eligibility.

Telework is available up to 3 days per week with 2 days in the office; background checks are required and potential for permanent or non-permanent positions exists.

Qualifications

• High school diploma or equivalent and 2 years of customer-assistance experience.
• One year of experience as a Customer Service Specialist 1.
• Equivalent education/experience.

Responsibilities

• Provide exceptional customer service on phone and online for Contractor Registration and L&I programs.
• Explain rules, procedures, and eligibility with empathy.
• Review incoming documents for accuracy and compliance with Contractor Registration laws (18.27 RCW).
• Process legal documents including summons, judgments, dismissals and tax warrants.
• Answer phone lines and respond to email inbox for Contractor Registration and other inquiries.
• Data entry for payments and manage financial transactions.

Skills

Customer service

Communication skills

Tech-savvy

Phone & email support

Education

High school diploma or equivalent

Tools

Imaging database (IDM)

Job description

Description

Our Mission:

Keep Washington Safe and Working!

Our Values:

Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

At Labor & Industries (L&I), we’re on a mission to support the safety and well-being of Washington’s workers. And guess what? We need YOU to be a part of that mission! If you’re someone who enjoys making a positive impact, solving problems, and helping others, and making an impact on Washington’s workforce, then apply for our Customer Service Specialist 2 position in the L&I Customer Service, Compliance, and Public Safety Division (CSCPS)!

The assigned duty station for this position is Tumwater, Washington.

Telework is currently available up to 3 days a week with 2 days in office required. The current telework schedule is not guaranteed and may be subject to change dependent on business need. This position is not eligible for full-time telework.

What’s it in for YOU?

• Make a Difference: Your work will contribute to the safety, economic well-being, and success of Washington’s workers. Your role will directly impact real people!
• Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Generous Benefits: From medical coverage to retirement plans, we’ve got you covered. Plus, enjoy generous vacation time to recharge and grow.
• Great Team Culture: We believe in diversity, respect, and creating a workplace where everyone’s voice is heard. Join a team that’s passionate about service and learning!
• Opportunity for Growth: Whether it's mastering new programs or advancing your career, we’ll provide ongoing training and development opportunities.

Duties

What You’ll Be Doing

Serving our community: Provide exceptional customer service on the phone and online. You’ll be the go-to person for questions about Contractor Registration, L&I services and other state programs.

Problem-Solving Hero:

Help customers navigate complex processes by explaining rules, procedures, and eligibility requirements clearly and with empathy.

Supporting Workers & Employers

• Using imaging database (IDM), email, and other methods, reviewing incoming documents and registration applications to determine accuracy and ensure compliance with Contractor Registration laws, 18.27 RCW. Documents include applications for registration, surety bonds and certificates of insurance.
• Take appropriate action based on determination, including approvals and denials.
• Answer phone lines and respond to email inbox dedicated to: Contractor Registration, service locations, insurance agents (EBIPS Portal) and Collections.
• Process legal documents including Summons & Complaints, judgements, dismissals and tax warrants.
• Using expert knowledge and judgment, answering questions in detail, explaining laws and requirements of 18.27 RCW
• Drill down on customer inquiries to determine the appropriate classification as defined in WAC 296-200A

Handling Money like a Pro:

Ensure proper data entry for payments and manage financial transactions with care and accuracy.

Support & Collaborate:

Work closely with team members, internal staff, as well as external customers to provide top-tier assistance and guidance.

Making an Impact:

Be a key player in the mission of L&I by resolving issues, improving processes, and contributing to a culture of excellent service.

Qualifications

Required Qualifications:

• High school diploma or equivalent and 2 (two)years of experience providing assistance to clients/customers regarding inquiries, complaints or problems .
• One year of experience as a Customer Service Specialist 1 .
• Equivalent education/experience .

Desired Qualifications

• Communication Skills: You can communicate effectively, making even complex information easy to understand.
• Customer-Centered: You’re passionate about helping people and creating positive experiences. You’ll thrive in a fast-paced environment where every day brings new challenges and opportunities.
• Tech-Savvy: You’ll use multiple systems, so being comfortable with technology is essential.

Supplemental Information

Things You Need To Know

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.

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.

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.

Other Information

Note: 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 bytheWashington 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.

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 contributes to the success of the agency mission. Having a diverse workforce is this agency’s greatest source 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 April Sharp .