L&I Customer Service Specialist 3 - Yakima, WA

Employer: Department of Labor and Industries

Job Description:
State of Washington
Dept. of Labor & Industries
L&I Customer Service Specialist 3
SALARY: $3,067.00 - $3,987.00 Monthly
CLOSING DATE:09/07/20 11:59 PM

Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

Important Note: Pursuant to the Governor’s Directive, 20-08, this position will be subject to one furlough day per week through July 25, 2020, and one day per month beginning August 1, 2020, through November 30, 2020.

Washington is America's Top State according to U.S. News (2019) and we provide one of the most competitive benefits packages in the nation. Here at the Department of Labor & Industries (L&I), we believe that your voice matters. We value our employees and offer flexible schedules that respect your work/life balance. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers. To learn more about L&I, please click on the link below!

This is a critical role, as you will be on the front line of a very fast-paced work environment. In aspects of customer relations and problem resolution, you will consult with customer service staff on multi-dimensional process/procedure problems. You will be able to gain valuable experience as a leader. This will be a great opportunity to highlight communication, organizational, leadership and creativity skills.

The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems for both English and Spanish speaking customers, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes. You will be responsible to assist customers in English and Spanish with opening of accounts payment of assessed fees or on accounts, payment agreements, and collection of money. Work may be performed both in person and on the phone.

Some of what you'll do:
•Serve as a technical expert and lead staff member of the Customer Service Program to Lead contact and technical resource for the region on handling complex, cross-agency customer problems, actions, work processes, computer applications, document management, and learning new procedures, and interprets agency-related laws, policies and procedures.
•Identifies and recommends changes to address issues identified through internal and external quality assurance. Also identifies and recommends change to agency policies and procedures that hamper customer access to agency services.
•This position will perform more of the complex tasks, duties within the Customer Service Program; and will assist English and Spanish speaking customers at the counter and on the telephone. Assess as to whether a contractor registration cannot be accepted as submitted.
•Interpret and accurately apply knowledge of laws, regulations, policies, and processes in the resolution of inquiries, complaints and problems while maintaining appropriate confidentiality.
•Act as a sales auditor
•Mentor and train customer service staff to exercise independent judgment in aspects of customer relations and problem resolution.
•Provide assistance to lower level staff who are faced with complex issues that are not being resolved.
•Communicate information so that others learn, understand, and apply specific principles.
•Acts as back-up to the Office Manager in the OM's absence, including but not limited to assigning work duties to staff and assigning or modifying lunchtimes, in an effort to maintain adequate service levels.
•Develop an organizational system to keep track of team trainings, meetings and other communication.

Required Qualifications:
•Individuals with a High school diploma or equivalent and two years of experience providing direct support to customers regarding inquiries, complaints or problems; or equivalent experience.
•Demonstrated ability to identify gaps and trends, solve complex problems and make recommendations for improvement.

Desired Qualifications:
•An Associate's degree and three years of experience providing assistance to customers regarding inquiries, complaints or problems
•Bachelor's degree and one year of experience providing assistance to customers regarding inquiries, complaints or problems, or equivalent experience providing assistance to customers regarding inquiries, complaints or problems.
• One year of cash handling experience.
•Bilingual Skills in Spanish/English -The ability to read, write, translate and converse with fluency in both Spanish and English.

Application Process:
The top candidates will be contacted directly to interview for this position. Because the selection will be based on information provided by you, it is in your best interest to identify the knowledge, skills and abilities that address the mandatory and desirable qualifications described above.

Please include the following documents with your application:
1. A letter of interest describing specific qualifications.
2. A current resume detailing applicable experience, and education.
3. A list of at least three professional references with current telephone numbers.
4. If you are hired as bilingual you will be required to pass a written and verbal assessment.

Other Information:
•Prior to any new hire into L&I, a background check, including criminal record history, will be conducted.
•This position is represented by the Washington Federation of State Employees (WFSE).
•Employees driving on state business shall have a valid driver's license. If driving a privately owned vehicle on state business, must be insured.
•Candidates who are offered a job with L&I must possess work authorization which does not require sponsorship by the employer for a visa now or in the future.
Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please blackout any personally identifiable data such as social security numbers. For further information please contact us at: Jobs@Lni.wa.gov.

Contact Person:
Location: Yakima, WA
Application Method: Online: https://agency.governmentjobs.com/washington/job_bulletin.cfm?jobID=2850454&sharedWindow=0
Base Pay: $3,067 - $3,987 MO

Posted on September 02, 2020

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