L&I Customer Service Specialist 2 (Spanish Bilingual)

State of Washington•Thurston County – Tumwater, WA

3d•Onsite

About The Position

Keep Washington Safe and Working by providing timely, accurate written translations and customer service to Washington customers. As a Customer Service Specialist 2 within the Web and Communications Services Division, you'll translate agency documents and materials from Spanish to English and English to Spanish. Additionally, you'll resolve customer service related complaints and questions in English and Spanish. As a call center agent, you can take up to 100+ calls a day from customers that include workers, attorneys, medical providers, vocational providers and internal staff. You must be able to provide outstanding customer service while simultaneously completing your translations and other duties.

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.
The ability to read, write, translate and converse with fluency in both Spanish and English.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

Experience in translating and conversing with fluency in both Spanish and English.
Experience in answering a high volume of incoming telephone calls.
Able to understand and defuse upset customers and assist them in a resolution to their issues.
Ability to change priorities dependent upon continual changing situations.

Responsibilities

Respond promptly to a high volume of customer telephone inquiries using a multi-line telephone system.
For both English and Spanish Speaking customers, respond promptly to the high volume of customer telephone inquiries using effective listening, address customer issues, transcribe messages, accurately capture the conversation and needs of the customer, and route calls and messages to appropriate personnel for further action.
Address customer issues, transcribe messages, accurately capture the conversation and needs of the customer, and route calls and messages to appropriate personnel for further action.
Navigate through multiple computer programs while inputting data quickly and accurately.
Deliver direct services to external and internal customers using bilingual skills (English and Spanish).
Translate Agency documents or materials from Spanish to English and English to Spanish.
Use intermediate Spanish Speaking and writing skills to deliver this service to all Spanish Speaking customers.
Provide coverage for the Rotunda Reception Desk department guests as they enter the building and direct them to the correct area depending on their needs. This includes assisting individuals who come to the building wanting to receive directions to other state agencies.