L&I Customer Service Specialist 3 - Bilingual/Spanish

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

Benefits offered by this job

Flexible Work

Comprehensive Benefits

Professional Growth

Supportive Team

Job summary

The Washington Department of Labor & Industries (L&I) is seeking a Customer Service Specialist 3 in Tacoma to lead and mentor Customer Service Specialists, resolve complex customer issues, and ensure accurate information flows across offices. This full-time role offers flexible work options after probation and opportunities to grow leadership skills while serving Washington workers and employers.

Bilingual Spanish and English is required, with duties across front-counter, phone, and online

Qualifications

• High school diploma or equivalent plus 3 years of customer service experience OR 1 year as CSS 2 OR equivalent education/experience.
• AND bilingual: fluent in both Spanish and English (reading, writing, speaking).
• Must possess a valid unrestricted driver license.

Responsibilities

• Lead and mentor Customer Service Specialists 1 and 2, provide hands-on training and resolve complex issues.
• Solve complex problems, interpret policies, and address multi‑agency concerns with calm, effective solutions.
• Provide bilingual customer service in Spanish and English at front counter, phone, and online channels.

Skills

Bilingual Spanish/English

Problem Solving

Strong Communication

Tech Savvy

Leadership/Mentoring

Tools

Driver license

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.

Note: If hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.

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

Note: The expected time spent in-office will be Monday through Friday.

Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving!

We’re looking for a Customer Service Specialist 3 (CSS3) who’s not just about assisting customers, you’re someone who excels at problem-solving, de‑escalating tough situations, and making sure every customer gets the help they need.

This position is a full-time position with flexible work options. Plus, you’ll be helping to mentor and guide the next generation of customer service superstars!

If you’re an experienced customer service leader with a passion for mentoring others and solving problems, this is your opportunity to shine. Let’s make Washington safer, together. We can’t wait to see how you’ll contribute to our team!

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.

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 team leader, you’ll:

• 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.

• Bilingual: Provide exceptional customer service in both Spanish and English at the front counter, on the phone, and online. You’ll be the go‑to person for questions about L& I services and other state programs.

• 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.

What we’re looking for:

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

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

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.
• 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!

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:

• Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.
• 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?

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.

Veterans Preference

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 contributes 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. 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 Elena Emery at [e-mail]