L&I Customer Service Specialist 2

State of Washington•Thurston County – Tumwater, WA

3d•Hybrid

About The Position

The Department of Labor and Industries’ mission is to keep Washington safe and working. As a customer service specialist, you’ll directly support the mission by acting as a liaison between internal/external customers and program/agency, explaining Employment Standards policies, procedures, laws and processes, and more.

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 OR Equivalent education/experience totaling two years.
Equivalent education/experience can be substituted year for year of education in the following areas: Call center experience, Experience handling customer inquiries, complaints, and complications, Customer service experience, Clerical office experience
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

Previous experience working with statutes and regulations and explaining them in a way customers can understand.
Public sector experience
Call center experience
Working with upset customers and experience with de-escalating customers

Responsibilities

Provide direct service to telephonic customers resolving the problem by interpreting laws, policies, and procedures or referring the customer to the proper agent/agency for further assistance.
Promptly answer phones, listens attentively, answers questions and discusses possible violations.
Consult with the Industrial Relations Specialist and/or agents on unusual or more complex issues to ensure accurate and complete responses.
Educate customers as to the law in their specific situations, and emails customer links, if needed, for the laws and written policies applicable to their inquiries.
Check voice messages and poster mailbox lines and returns calls.
Use the following computer systems: Complaint Activity Tracking System (CATS), Excel, Atlas, and L&I Industrial Insurance System (LINIIS) for research or data entry when applicable.
Mail out requested forms and publications.
Monitor and respond to email inquiries received in the [email protected] email box and entering retaliation complaints, workers’ rights complaints, and forwarding other complaints to the appropriate specialist.
Mail certified citations to employers and employees; includes creating multiple copies, scanning documents, labeling files and preparing certified mailings.