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

State of Washington•Thurston County – Tumwater, WA

2d•Onsite

About The Position

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. If you’re someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist 2 - 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 (if applies). The expected time spent in-office will be Monday through Friday. The assigned duty station for this position is Tumwater, Washington.

Requirements

High School Diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
One year of experience as a Customer Service Specialist 1.
Equivalent education/experience
Bilingual: You must be fluent in both English and Spanish (reading, writing, and speaking).
Must possess a valid unrestricted driver license.
The ability to take action to learn and grow
The ability to take action to meet the needs of others

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 to telephone and walk-in customers.
Researches each applicant in multiple internal databases for outstanding debts owed the agency.
Researches and evaluates business’s standing with Business License Services/Department of Revenue, and if applicable Secretary of State.
Educates and guides customers regarding applications and/or 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.
Calculates and collects appropriate processing fees.
Completes entry of both required data and payment information in appropriate systems to issue the license, certificate or registration.
In all money transactions, adheres to established cash management policies, procedures, i.e.: reconciliation and documentation.
Maintains fiscal integrity in the handling of currency, checks, credit/debit cards and receipts.
Assists customers using technical knowledge of business services: Educate customers in accessing L&I services including and not limited to Claims and Account Center, Pay Balance Due, Electrical Permitting (EPIS), Quick File.
Assists customers using the Customer Service Center, Secretary of State registrations, dissolutions, and amendments.
On behalf of Business Licensing Services, for Department of Revenue, assists customers using the Customer Center for Business License applications, renewals, and city endorsements.
Issue UBIs for new applications.
Utilizes telephonic interpretive services to assist customers with limited English proficiency.
Escalates complaints regarding service issues to the CSS4 or Language Access Coordinator.
As directed by the CSS4, assists as a resource for new CSS staff.
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.
When needed performs any of the duties of lower-level staff.