State of Washington · 1 week ago
L&I Customer Service Specialist 2
Bay View, WA
Full-time
Hybrid
Entry Level
2+ years expThe State of Washington is dedicated to keeping its workforce safe and productive. The L&I Customer Service Specialist 2 will act as a liaison between customers and the agency, providing assistance with Employment Standards policies and procedures while resolving inquiries and complaints.
AssociationCommunitiesEducationEmploymentEventsGovernmentInformation TechnologyNewsNon Profit
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
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
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
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
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Auto, boat, home, and renter insurance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program (DCP)
Social Security
Public Service Loan Forgiveness
Paid holidays and one paid personal holiday per calendar year
Sick leave
Vacation leave
21 days paid military leave per year
Five (5) days of paid bereavement leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
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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