Job Details

Customer Service Program (CSP)-Bilingual (Spanish)

Our mission is to keep Washington safe and working! Our values are customer focus, one L&I, respect, diversity, equity and inclusion, learning and growth, and reliability. This position is a full-time position with flexible work options plus a 5% pay increase for bilingual skills. The assigned duty station for this position is Vancouver, Washington. The expected time spent in-office will be Monday through Friday. Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? Are you fluent in speaking and writing Spanish? If so, this is your chance to join the Customer Service Program (CSP)-Bilingual (Spanish) and play a key role in keeping Washington's workforce safe and thriving! We're looking for a Customer Service Specialist 3 (CSS3) who's not just about assisting customers, you're someone who excels at problem-solving, de-escalating tough situations, and making sure every customer gets the help they need. If you're an experienced customer service leader with a passion for mentoring others and solving problems, this is your opportunity to shine. Let's make Washington safer, together. We can't wait to see how you'll contribute to our team!

Why You'll Love This Role:

• Make an Impact: You'll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding.
• Mentorship Opportunities: As a CSS3, you'll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!
• Dynamic & Fast-Paced: This is no ordinary desk job! You'll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
• Growth & Development: We're committed to your growth! You'll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency. We invest in your success.
• Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

What you'll be doing:

Get ready for a role where every day brings new challenges and opportunities to make a real impact! As a team leader, you'll:

• Lead & Mentor: As a senior member of the team, you'll be guiding and mentoring Customer Service Specialists 1 and 2. You'll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Solve Complex Problems: Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you'll be the expert in handling tricky situations with ease.
• Bilingual: Provide exceptional customer service in both Spanish and English at the front counter, on the phone, and online. You'll be the go-to person for questions about L&I services and other state programs.
• De-escalate & Resolve: Using your excellent communication skills, you'll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Guide with Knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
• Assist Customers: From registration and payments to complex claims and account issues, you'll ensure that customers receive the help they need, promptly and professionally.
• Step In When Needed: You'll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained.

What we're looking for:

Required Qualifications:

High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

One year of experience as a Customer Service Specialist 2.

OR

Equivalent education/experience.

AND

• Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking). We don't use translation software, so your skills will shine in this role!
• Must possess a valid unrestricted driver license.

In addition:

• Problem-Solving Skills: You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication: You're a master at explaining complex policies and procedures, verbally or in writing, in a way that's easy to understand, even in the most challenging situations.
• Tech-Savvy: Comfort with various systems and applications is key. You'll be using digital tools to track, resolve, and manage customer interactions and data.

• The ability to take action to learn and grow.
• Desired Qualifications:
• Cash Handling Experience: If you've managed money in a customer service role, we'd love to hear about it.
• Training/Coaching Experience: Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others: If you're someone who finds joy in making a real difference in people's lives, this is the job for you!