L&I CUSTOMER SERVICE SPECIALIST 3

State of Washington; United States; Hybride; USD 52 000 - 76 000; Plein temps

Avantages offerts par ce poste

Flexible Work

Comprehensive Benefits

Supportive Team

Professional Growth

Résumé du poste

State of Washington's Department of Labor & Industries is seeking a senior Customer Service Specialist to guide and mentor others while handling complex inquiries about L&I programs. You will train staff, resolve escalated issues, and ensure accurate, timely responses across offices.

The role emphasizes policy knowledge, strong communication, and a proactive approach to continuous improvement, with telework or flexible scheduling options after probation.

Qualifications

• High school diploma or equivalent and three years of client/customer assistance experience.
• OR One year of experience as a Customer Service Specialist 2.
• AND Must possess a valid unrestricted driver license.
• Demonstrated ability to identify gaps and trends, solve complex problems and make recommendations for improvement.

Responsabilités

• Lead & Mentor: guide and train Customer Service Specialists 1 and 2, provide hands-on training and ensure smooth cross-team communication.
• Solve Complex Problems: handle policy interpretations, contractor coordination, and multi-agency concerns with expert problem solving.
• De-escalate & Resolve: manage conflicts calmly and provide reasoned solutions to dissatisfied customers.
• Guide with Knowledge: apply policy/regulations understanding to help customers and staff with timely, accurate guidance.
• Assist Customers: support registration, payments, and complex claims with professional service.
• Step In When Needed: serve as backup for Office Manager to maintain service levels.

Connaissances

Problem Solving

Communication

Tech Savvy

Growth Mindset

Formation

High school diploma

Equivalent education/experience

Description du poste

Our Mission: Keep Washington Safe and Working!

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

Why You’ll Love This Role:

• Make an Impact: You’ll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well‑being of workers is incredibly rewarding.
• Mentorship Opportunities: As a CSS3, you’ll be the go‑to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!
• Dynamic & Fast-Paced: This is no ordinary desk job! You’ll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
• Growth & Development: We’re committed to your growth! You’ll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency. We invest in your success.

Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

Examples of duties

What you’ll be doing:

• 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.
• 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.

Qualifications

Required Qualifications

High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR
One year of experience as a Customer Service Specialist 2.
OR
Equivalent education/experience.
AND
Must possess a valid unrestricted driver license.
Demonstrated ability to identify gaps and trends, solve complex problems and make recommendations for improvement.

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

In Addition:

• Problem‑Solving Skills: You thrive in fast‑paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication: You’re a master at explaining complex policies and procedures, verbally or in writing, in a way that’s easy to understand, even in the most challenging situations.
• Tech‑Savvy: Comfort with various systems and applications is key. You’ll be using digital tools to track, resolve, and manage customer interactions and data.
• The ability to take action to learn and grow.

Desired Qualifications

• Cash Handling Experience: If you’ve managed money in a customer service role, we’d love to hear about it.
• Training/Coaching Experience: Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others: If you’re someone who finds joy in making a real difference in people’s lives, this is the job for you!

Supplemental information

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.

The perks of the job:

• Flexible Work: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Comprehensive Benefits: Health insurance, paid time off, and a robust retirement plan.
• A Supportive Team: Join a team that’s committed to making a difference. We work together to overcome challenges and celebrate success.
• Professional Growth: Take advantage of ongoing learning opportunities, career development programs, and potential for internal promotions.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

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 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?

• Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s [e-mail]

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 contribute to the success of the agency mission. Having a diverse workforce is this agency’s greatest resource 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.