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State of Washington · 1 day ago

Customer Service Specialist 3 (Non-Permanent)

Walla Walla, WA

Part-time

Hybrid

Mid Level

3+ years exp

The Washington State Liquor and Cannabis Board (WSLCB) is dedicated to promoting public safety and health through the enforcement of liquor and cannabis laws. The Customer Service Specialist 3 (CSS3) position is responsible for providing accurate information and assistance to licensees and the public regarding complex liquor and cannabis licensing inquiries, while also training and mentoring junior staff.

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No H1B

Responsibilities

Answer phone and email questions from the public about complex questions related to retail and nonretail liquor, cannabis, vapor and tobacco licenses

Independently interpret complex laws & rules, policies and procedures for the public. Redirect calls to or consult with other agency experts as needed

Work in Department of Revenue (DOR)/Business Licensing Services (BLS) partner system to approve or validate information on liquor and cannabis licensing for internal & external customer inquiries

Independently respond to complex requests for information, refunds, and troubleshooting that come from 12 email addresses, the fax machine, calls from the main line, and a line reserved for enforcement officers

Maintain understanding of recent law, rule, and policy changes to provide accurate information and interpretation of new developments in the agency. Train co-workers, as necessary to meet these goals

Accept, process and issue complex Special Occasions and Local Wine Industry Association Licenses, complex liquor permits, added liquor and cannabis endorsements, alcohol warehouse approvals, licenses for duplicate locations, and Farmer’s Market authorizations; provide clear direction to applicants and interpret complex laws, rules and procedures

Receive and verify license application information with Department of Revenue. Verify and process incoming renewal fees and new application fees

Process refunds and work with Department of Revenue /Business Licensing Services on NSF transactions

Work with Business Licensing Services at Department of Revenue and local jurisdictions (cities and county officials) to ensure that information shared across agencies is accurate

Work with the Department of Health when issuing medical cannabis endorsements to make sure that requirements from both agencies are met prior to issuing the endorsement

Independently work directly with liquor licensees to review and approve physical changes and license type changes to already approved locations

Work with the training unit to coordinate training and cross training opportunities for peers and staff at lower level

Other duties as assigned

Qualification

Customer serviceComplex law interpretationProblem-solvingRecordkeepingCommunication skills

Required

Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems

An Associate's degree and one (1) year of experience providing assistance to clients/customers regarding inquiries, complaints or problems

A Bachelor's degree

Benefits

A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)

Paid Vacation, Leave, and Holidays

Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)

Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)

Training and career development programs (including online courses and LinkedIn Learning)

A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)

Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees

Generous wellness program (we offer reimbursements for certain fitness related activities)

Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)

Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.

Free parking