L&I Customer Service Specialist 3 - Bilingual/Spanish

State of Washington • Pierce County – Tacoma, WA

11d • 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. Note: If hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay. The assigned duty station for this position is Tacoma, Washington. Note: The expected time spent in-office will be Monday through Friday. Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving! We’re looking for a Customer Service Specialist 3 (CSS3) who’s not just about assisting customers, you’re someone who excels at problem-solving, de-escalating tough situations, and making sure every customer gets the help they need. This position is a full-time position with flexible work options. Plus, you’ll be helping to mentor and guide the next generation of customer service superstars! If you’re an experienced customer service leader with a passion for mentoring others and solving problems, this is your opportunity to shine. Let’s make Washington safer, together. We can’t wait to see how you’ll contribute to our team! Why You’ll Love This Role: Make an Impact : You’ll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding. Mentorship Opportunities : As a CSS3, you’ll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment! Dynamic & Fast-Paced : This is no ordinary desk job! You’ll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs. Growth & Development : We’re committed to your growth ! You’ll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency. We invest in your success. Work-Life Balance : Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

Requirements

• High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• One year of experience as a Customer Service Specialist 2.
• Equivalent education/experience.
• Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking).
• Must possess a valid unrestricted driver license.
• Problem-Solving Skills : You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication : You’re a master at explaining complex policies and procedures, verbally or in writing, in a way that’s easy to understand, even in the most challenging situations.
• Tech-Savvy : Comfort with various systems and applications is key.
• The ability to take action to learn and grow.

Nice To Haves

• Cash Handling Experience : If you’ve managed money in a customer service role, we’d love to hear about it.
• Training/Coaching Experience : Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others : If you’re someone who finds joy in making a real difference in people's lives, this is the job for you!

Responsibilities

• As a senior member of the team, you’ll be guiding and mentoring Customer Service Specialists 1 and 2.
• Providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Working with contractors, interpreting policies, or addressing multi-agency concerns, you’ll be the expert in handling tricky situations with ease.
• Provide exceptional customer service in both Spanish and English at the front counter, on the phone, and online.
• You’ll be the go-to person for questions about L&I services and other state programs.
• Using your excellent communication skills, you’ll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff.
• Your guidance will make all the difference in delivering accurate, timely, and effective service.
• From registration and payments to complex claims and account issues, you’ll ensure that customers receive the help they need, promptly and professionally.
• You’ll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained.

Benefits

• Employees with bilingual responsibilities receive a 5% increase in pay.
• Health insurance, paid time off, and a robust retirement plan.
• Ongoing learning opportunities, career development programs, and potential for internal promotions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED