L&I CUSTOMER SERVICE SPECIALIST 2 -Bilingual Preferred (Ukrainian and/or Spanish)

State of Washington•Snohomish County – Everett, WA

6d•Hybrid

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. And guess what? We need YOU to be a part of that mission! If you’re someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist 2 - Bilingual preferred (Ukrainian and/or Spanish) 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 with one telework day. Based on business needs telework days may change . The assigned duty station for this position is Everett, Washington. What’s in it for YOU? Make a Difference : Your work will contribute to the safety, economic well-being, and success of Washington’s workers. Your role will directly impact real people! Work-Life Balance : Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period. Generous Benefits : From medical coverage to retirement plans, we’ve got you covered. Plus, enjoy generous vacation time to recharge and grow. Great Team Culture : We believe in diversity, respect, and creating a workplace where everyone’s voice is heard. Join a team that’s passionate about service and learning! Opportunity for Growth : Whether it's mastering new programs or advancing your career, we’ll provide ongoing training and development opportunities.

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
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

Fluent in both English and Ukrainian and/or Spanish (reading, writing, and speaking).
Can communicate effectively, making even complex information easy to understand.
Passionate about helping people and creating positive experiences.
Thrive in a fast-paced environment where every day brings new challenges and opportunities.
Comfortable with technology as you'll use multiple systems.
1 year of cash handling experience

Responsibilities

Provide exceptional customer service at the front counter, on the phone, and online.
Be the go-to person for questions about L&I services and other state programs.
Help customers navigate complex processes by explaining rules, procedures, and eligibility requirements clearly and with empathy.
Assist with processing contractor registrations and licensing applications.
Help customers purchase electrical or elevator permits.
Act as a crucial liaison between injured workers, employers, attorneys, and claim management teams.
Process wage complaints.
Resolve complaints and ensure that everyone gets the best service possible.
Process payments, ensure proper data entry, and manage financial transactions with care and accuracy.
Utilize telephonic interpretive services to assist customers with limited English proficiency, making sure everyone has equal access to vital resources.
Work closely with internal staff, legal representatives, and various agencies to provide top-tier assistance and guidance on claims, pensions, and employment rights.
Be a key player in the mission of L&I by resolving issues, improving processes, and contributing to a culture of excellent service.
Have the opportunity to visit and support various offices throughout the region wherever additional assistance is required.