L&I CUSTOMER SERVICE SPECIALIST 2 (Preferred Bilingual/Spanish)

State of Washington; Vancouver (WA); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

5% bilingual pay increase

Job summary

State of Washington’s Labor & Industries division seeks a Customer Service Specialist 2 – Preferred Spanish Bilingual to support licensing, registration, and permit services at the Vancouver, WA duty station. The role emphasizes handling inquiries from licensed professionals and the public, processing applications, and assisting customers with L&I programs.

A 5% bilingual pay increase may apply. This is a full-time on-site position reporting to the CSP; a strong commitment to service is

Qualifications

• A valid, unrestricted driver’s license.
• Equivalent education/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

Responsibilities

• Process licensing, registration & permit applications for completeness and accuracy.
• Review, research, and process registration and licensing applications for construction contractors.
• Resolve customers’ issues through written and interpersonal communication with bonding and insurance agents.
• Educate and assist customers with requirements and processes regarding applying for and purchasing electrical work permits and factory assembled structure (FAS) alteration permits.
• Research and respond to electrical inspection requests and coordinate with inspectors.
• Handle fees processing and data entry for licenses and registrations.
• Assist with cash handling, payments, and reconciliations following policies.

Skills

Customer service

Bilingual Spanish

Communication

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

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, then our Customer Service Specialist 2 – Preferred Spanish Bilingual role is just the opportunity you’ve been looking for! This position is a full-time position with flexible work options plus 5% pay increase for bilingual skills.

This position is a full-time position and offers an additional 5% pay increase on top of your base pay for bilingual skills (if applies).

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

If you’re ready to take on an exciting role that combines customer service, problem-solving, and making an impact on Washington’s workforce, we’d love to hear from you!

Reporting to the Customer Service Specialist 4 (CSS4), this position is a member of the Customer Service Program (CSP); is a member of a team and shares equally in the responsibility for providing direct service to customers of all agency programs, both those who walk in and those who call in, as well as providing service to internal staff.

All CSS2 positions are required to provide coverage to other offices within the Region on an as needed basis to meet business and/or customer needs.

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:

• Process licensing, registration & permit applications for completeness and accuracy.
• Review, research, and process registration and licensing applications for construction contractors.
• Through written and interpersonal communication with bonding and insurance agents, resolve customers’ issues.
• Uses computer to create, retrieve, review registration, certification, and licensing applications for elevator, electrical, plumber and other programs.
• Educate and assist customer with requirements and processes regarding applying for and purchasing electrical work permits and factory assembled structure (FAS) alteration permits.
• Research uploaded electrical inspection requests to assist customers in determining possible date of inspection. Use established office procedures and methods in communicating with Electrical and FAS inspectors regarding the customers’ needs. Process and issue electrical, plumber, boiler, elevator, asbestos, FAS, and specialty contractor licenses and certifications.
• Calculate and collect appropriate processing fees. Complete entry of both required data and payment information in appropriate systems to issue the license, certificate or registration. In all money transactions, adhere to established cash management policies, procedures, i.e.: reconciliation and documentation. Maintain fiscal integrity in the handling of currency, checks, credit/debit cards and receipts.
• Review and research assigned small account collections in LIINIS, Orion, and CAC and contact customers as necessary. Independently resolves inquiries and follows established procedures and processes.
• Make a determination to stop application and/or registration processes when all necessary documentation has not been provided or when established guidelines have not been met.
• Deliver direct services to telephone and walk-in customers.
• Educate customers in accessing and navigating L&I online services.
• Assist customers at the front counter and on the phones by providing information regarding L&I and other government agency programs and services (to include Human Rights and discrimination complaints, etc.).
• Assist customers using technical knowledge of business services.
• Serve as liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims. Relay decisions made by claim managers; assist customers with accessing forms and publications; relay the Stay at Work program and refer workers to a WorkSource Career Center as appropriate. Explain procedures for completion of all agency forms and assist customers as needed to complete forms. Communicate the process of appealing department and Board of Industrial Insurance Appeals (BIIA).
• Provide assistance to authorized legal representatives, third party administrators and other State, Federal and local agencies, regarding injury claim and pension related questions. Work in partnership with Crime Victims program to inform victims of crime of available resources.

• Utilize telephonic interpretive services to assist customers with limited English proficiency.

• Upload minor work applications into ATLAS. Explain wage and hour laws, and respond to questions. Provide and assist customers with appropriate complaint forms and verify for completeness before accepting. Enter paper complaints in the Employment Standards CATS system.
• Review prevailing wage applications for completeness. Answer general questions and refer to the Prevailing Wage Agent in regards to worker classification. Process and enter payments for Prevailing Wage Intents and Affidavits.
• Educate employers regarding the Industrial Insurance Program. Explain the employer’s obligation to cover employees with Industrial Insurance premiums under the law. Answer employers’ questions on the status of their accounts. Look up employer’s established rates, experience factor and risk class. Assist customers with preparing and printing pre-populated quarterly reports. Communicate with Employer Services, specifically Account Managers on behalf of our customers to add risk classifications and decipher letters. Assist customers with signing up for My Secure L & I.
• Answer basic questions from employees, employers and class instructors in regards to Division of Occupational Safety and Health (DOSH). Provide complaint forms and safety publications. Provide and educate employers on required posters. Explain our Consultation and Compliance Services. Process payment for asbestos certification. Contact the appropriate staff member when hospitalizations and fatalities are reported.
• Provide any requested Apprenticeship forms and materials to customers, refer customers and provide phone numbers to the program.
• Educate customers about Governor’s Safety and Health Conference, Contractor Training Days, New Employer Workshops and any other associated workshops that are available using our website at the Customer Service Center.
• Based on knowledge of laws, rules, regulations and processes for all agency programs; assist customers in the resolution of inquiries, complaints and problems while maintaining appropriate confidentiality. Respond to customer inquiries and complaints.
• Provide support to internal program staff.
• Provide electrical support including processing and mailing letters. Track and make collection calls to collect unpaid fees, email service approvals to service providers, initiate refund requests. Process agency and compliance permits upon request.
• Provide elevator support including collections and processing returned mail.
• Build files with appropriate documentation for Employment Standards and Prevailing Wage programs. Upload all supporting documents into CATS.
• Scan all claims documents to imaging and record receipt in LINIIS.
• Mail original documents to Central Office programs i.e. Elevators, Boilers, Electrical, Construction Compliance, FAS, etc. File secondary copies and retain per retention schedule.
• Process and document payments on Industrial Insurance Accounts. Fax all quarterly reports to Collections, Education & Outreach (CEO) and any other correspondence from employer to Orion.
• Following agency policy, process outgoing and incoming mail. Track certified mailings as needed.
• Complete all Customer Service University modules.
• Follow agency policies and procedures in cash management including reception and accountability for starting cash and fees; auditing cash drawers against daily transmittals; preparing and maintaining files, recording and transmittal of fee collections, deposits, check registers, correspondence and the physical inventory of accountable items.
• Maintain office security.
• As directed by the CSS4, assist as a resource for new CSS staff.
• When needed, will perform any of the duties of lower staff.
• And much more!

What we’re looking for (Required Qualifications):

A valid, unrestricted driver’s license.

Equivalent education/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

Demonstration of Position-Specific Skills and Abilities:

Customer Service - Skilled at providing customer service. Listen attentively, identify issues, provide options, fulfill services, and/or exercise knowledge of laws and regulations to assist other and/or resolve complaints or conflicts. Ability to read, understand and explain complex laws, rules, policies, procedures and regulations.

Maintains Confidentiality - Ability to maintain highest levels of confidentiality at all times.

Ethics and Integrity - Earns and maintains the trust, respect and confidence of coworkers and customers through consistent honesty, forthrightness and professionalism in all interactions.

Attention to Detail - Ability to review written or verbal information for the purpose of recognizing and correcting deficiencies, errors, omissions, etc., assisting others over the phone. Ability to proofread entered data is essential.

For a full list of Position-specific Skills and abilities, please request the PDF (Position Description Form) from the contact at the bottom of this posting.

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:

Bilingual: You must be fluent in both English and Spanish (reading, writing, and speaking). We don’t use translation software, so your skills will shine in this role!

One (1) year of cash handling experience.

Things You Need To Know

For this role, telework is not one of the work schedule options and the expectation will be 5 days in the office per week.

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

Application Process:

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.

Please include the following documents with your application:

1. cover letter showcasing your qualifications and enthusiasm for the role.
2. a current resume detailing applicable experience and education.
3. a list of at least three professional references with current contact information.

Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID-19, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

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:

• 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 bythe 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