State of Washington · 1 week ago
L&I Customer Service Specialist 2 (Spanish Bilingual)
Walla Walla, WA
Full-time
Onsite
Entry Level
2+ years expThe State of Washington is dedicated to keeping Washington safe and working, and they are seeking a bilingual Customer Service Specialist to support this mission. In this role, you will act as a liaison between internal/external customers and the agency, providing assistance and interpreting laws and policies for Spanish-speaking customers.
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No H1B
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
Employees and their families are covered by medical (including vision), dental and basic life insurance.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.
Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
State Employees are members of the Washington Public Employees' Retirement System (PERS).
Employees also have the ability to participate in the Deferred Compensation Program (DCP).
All state employees are covered by the federal Social Security and Medicare systems.
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Full-time employees earn eight hours of sick leave per month.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA).
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.
Company
State of Washington
Washington state public employees help to create a working Washington built on education and innovation, where all Washingtonians thrive.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Matt Manweller
State Representative
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