L&I Customer Service Specialist 2

State of Washington•Thurston County – Tumwater, WA

18h•Hybrid

About The Position

Labor & Industries (L&I) is seeking a Customer Service Specialist 2 to join the L&I Customer Service, Compliance, and Public Safety Division (CSCPS) in Tumwater, Washington. This role offers the opportunity to make a positive impact on the safety and well-being of Washington's workers. The position is eligible for telework up to 3 days a week, with 2 days in the office required, though this schedule is subject to change based on business needs and is not guaranteed to be full-time telework. L&I emphasizes a mission of keeping Washington safe and working, guided by values of customer focus, respect, diversity, equity, inclusion, learning, and reliability. The role offers work-life balance, generous benefits including medical coverage and retirement plans, a positive team culture, and opportunities for professional growth and development.

Requirements

High school diploma or equivalent.
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.
OR Equivalent education/experience.
Comfortable with technology, as multiple systems will be used.

Nice To Haves

Effective communication skills, making complex information easy to understand.
Passion for helping people and creating positive experiences.
Ability to thrive in a fast-paced environment with daily challenges and opportunities.

Responsibilities

Provide exceptional customer service via phone and online, answering questions about Contractor Registration, L&I services, and other state programs.
Assist customers in navigating complex processes by clearly and empathetically explaining rules, procedures, and eligibility requirements.
Review incoming documents and registration applications using imaging database (IDM), email, and other methods to ensure accuracy and compliance with Contractor Registration laws (18.27 RCW).
Approve or deny applications based on determinations, including reviewing applications for registration, surety bonds, and certificates of insurance.
Answer phone lines and respond to emails for Contractor Registration, service locations, insurance agents (EBIPS Portal), and Collections.
Process legal documents such as Summons & Complaints, judgments, dismissals, and tax warrants.
Answer detailed questions and explain laws and requirements of 18.27 RCW using expert knowledge and judgment.
Determine the appropriate customer classification as defined in WAC 296-200A based on customer inquiries.
Ensure accurate data entry for payments and manage financial transactions.
Collaborate with team members, internal staff, and external customers to provide assistance and guidance.
Resolve issues, improve processes, and contribute to a culture of excellent service.