L&I Customer Service Specialist 2 (Bilingual-Spanish)

State of Washington•Clallam County – Sequim, WA

2d•Onsite

About The Position

At Labor & Industries (L&I), we’re on a mission to support the safety and well-being of Washington’s workers. This Customer Service Specialist 2 position is a full-time role with flexible work options and a 5% pay increase for bilingual skills. The assigned duty station for this position is Sequim, Washington. This is not a telework position, but you may be eligible for one telework day after completing your probation period, based on performance and business needs. The role offers the opportunity to make a difference in the safety, economic well-being, and success of Washington’s workers, with potential for work-life balance through telework or flexible schedules after probation. L&I provides generous benefits, including medical coverage and retirement plans, plus vacation time. The agency fosters a great team culture with a focus on diversity, respect, and learning, and offers ongoing training and development opportunities for career advancement.

Requirements

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.
Must possess a valid unrestricted driver license.
Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking).

Nice To Haves

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.
Tech-Savvy: You’ll use multiple systems, so being comfortable with technology is essential.
1 year of cash handling experience

Responsibilities

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.
Educates and guides customers regarding 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.
Processes and issues electrical, plumber, boiler, elevator, asbestos, FAS, and specialty contractor licenses and certifications.
Educates customers in accessing and navigating L&I online services.
Assists English and Spanish speaking customers at the front counter, over email/mail/drop boxes, 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.).
Assists customers using technical knowledge of business services.
Serves as liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims.
Answers general questions and refers to the Prevailing Wage Agent in regard to work classification (Internal and External customers).
Provides electrical support including processing and mailing letters.
Tracks and makes collection calls to collect unpaid fees, email service approvals to service providers, and initiate refund requests.
Processes agency and compliance permits upon request.
Utilize internal programs for appropriate documentation such as CATS and LINIS.
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.
As directed by the CSS4, assists as a resource for new CSS staff.
Uses intermediate Spanish speaking and writing skills to deliver these services to all Spanish speaking customers.