Senior Customer Service Specialist & Mentor

State of Washington; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Flexible Work

Comprehensive Benefits

Supportive Team

Professional Growth

Job summary

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.

Responsibilities

• 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.

Skills

Problem Solving

Communication

Tech Savvy

Growth Mindset

Education

High school diploma

Equivalent education/experience

Job description

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.