L&I CUSTOMER SERVICE SPECIALIST 2

State of Washington; Tacoma (WA); On-site; USD 42,000 - 54,000; Full time

Job summary

State of Washington is seeking a Customer Service Specialist 2 in Tacoma to process licensing, registration, and permits with accuracy and in accordance with Statewide Standard Work. You will educate customers on L&I services, assist with business licenses, renewals, and related information, and support multiple offices across the region.

The role requires strong communication, a customer-centered approach, and the ability to travel between offices as needed.

Qualifications

• High School Diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• One year of experience as a Customer Service Specialist 1.

Responsibilities

• Process licensing, registration and permits for completeness and accuracy per Statewide Standard Work.
• Educate customers on L&I services and how to access tools like Account Center and EPIS.
• Assist customers with Customer Service Center, Secretary of State registrations and business licenses.
• Provide front counter and operational support across multiple offices; travel as needed.

Skills

Communication skills

Customer-centered

Verbal communication

Cash handling

Education

High school diploma or equivalent

Job description

Our Mission: Keep Washington Safe and Working!

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

someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist 2 role is just the opportunity you’ve been looking for!

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

This position is a full-time position with flexible work options. The expected time spent in-office will be 5 days per week, Monday through Friday.

What’s in it 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.

What you’ll be doing:

Get ready for a role where every day brings new challenges and opportunities to make a real impact! As a key part of our team, you’ll:

Independently processes licensing, registration & permit applications for completeness and accuracy in accordance with Statewide Standard Work as defined in Customer Service University:

• Reviews, researches, and processes registration and licensing applications for construction contractors to telephone and walk-in customers. Researches each applicant in multiple internal databases for outstanding debts owed the agency. Researches and evaluates business’s standing with Business License Services/Department of Revenue, and if applicable Secretary of State. Educates and guides customers regarding applications and/or additional requirements that may include other local, state and federal agencies.
• Uses written and interpersonal communication with bonding and insurance agents to resolve issues regarding surety bonds and certificates of liability insurance.
• Calculates and collects appropriate processing fees. Completes entry of both required data and payment information in appropriate systems to issue the license, certificate or registration. In all money transactions, adheres to established cash management policies, procedures, i.e.: reconciliation and documentation. Maintains fiscal integrity in the handling of currency, checks, credit/debit cards and receipts.

Assists customers using technical knowledge of business services:

• Educate customers in accessing L&I services including and not limited to Claims

and Account Center, Pay Balance Due, Electrical Permitting (EPIS), Quick File.

• Assists customers using the Customer Service Center, Secretary of State registrations, dissolutions, and amendments.
• On behalf of Business Licensing Services, for Department of Revenue, assists customers using the Customer Center for Business License applications, renewals, and city endorsements. Issue UBIs for new applications.
• Utilizes telephonic interpretive services to assist customers with limited English proficiency. Escalates complaints regarding service issues to the CSS4 or Language Access Coordinator.
• As directed by the CSS4, assists as a resource for new CSS staff.
• Travels between multiple L&I office locations within the region or statewide to provide critical front counter and operational support, including during staffing shortages to provide necessary coverage, to minimize delays in office openings, to ensure continuity of service, and to avoid cancellation of scheduled customer appointments and office closures.
• When needed performs any of the duties of lower-level staff.
• And so much more!!

** Equivalent education may substitute year for year for experience.

High School Diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

One year of experience as a Customer Service Specialist 1.

In Addition:

Must possess a valid unrestricted driver license.

Required Equity Competencies:

• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

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.
• Verbal Communication: Expresses ideas and information through the spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience; speaks clearly.
• 1 year of cash handling experience

For a full list of position-specific skills and abilities, please request the PDF (Position Description Form)

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.

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:

• 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.

Did You Know?

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’s 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. People 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.