Washington State Department of Labor & Industries · 18 hours ago
L&I Customer Service Specialist 2 (Spanish Bilingual)
Greater Seattle Area
Full-time
Onsite
Entry Level
$44K/yr - $59K/yr
2+ years expThe Washington State Department of Labor & Industries is dedicated to keeping Washington safe and working. They are seeking a bilingual Customer Service Specialist who will act as a liaison between customers and the agency, providing assistance and interpreting laws and policies for Spanish-speaking clients.
Information Technology
No H1B
U.S. Citizen Only
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. This includes coordinating and participating in calls with non-English speaking customers using Language Line
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 esgeneral@lni.wa.gov 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
Due to the need of Spanish interpretation/translation, must fluently speak, read, and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents
Qualification
Required
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
Equivalent education/experience totaling two years
Due to the need of Spanish interpretation/translation, must fluently speak, read, and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents
The ability to take action to learn and grow
The ability to take action to meet the needs of others
Preferred
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
Benefits
Flexible custom work schedules
Generous retirement package
Competitive benefits package
Company
Washington State Department of Labor & Industries
The diverse programs that make up the Washington State Department of Labor & Industries (L&I) share a common purpose: safety, protection and economic opportunity.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mukesh D.
Chief Technology Officer
Audrey Dorsey
Chief Administrative Officer
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