L&I Customer Service Specialist

Our Mission:

Keep Washington Safe and Working!

Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

Please note:
This position is open to internal L&I employees only.

Are you an experienced leader looking to make an impact in the dynamics of a team while supporting and contributing to the economic well‑being and safety of Washington’s workers? Here is your opportunity to join a team committed to providing exceptional public service to the citizens of Washington.

Customer Service Specialist 4‑Bilingual (Vietnamese) role is just the opportunity you've been looking for!

Note:
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 Sequim, WA.

The Customer Service Specialist 4/Office Manager (OM) is an integral position for the Department of Labor and Industries and may be responsible for the operations of their assigned regional office(s) operations and providing agency‑wide customer support for 20 plus agency programs, working with both internal and external customers. The OM may supervise up to 12 direct reports, including up to five lead workers, and manage up to two offices;

will perform a wide scope of complex responsibilities related to facilities management, process development and oversight, supervision and customer service; and will exercise independent judgment and may have delegated decision‑making authority from the Customer Service Manager (CSM), including influencing and interpreting policies and procedures, with direct impact on office staff and regional customers.

The OM creates, implements, manages and coordinates day‑to‑day office processes and procedures to ensure an efficient and safe workplace through developing and communicating guidelines, creating LEAN administrative procedures, maintaining inventory control, delegating tasks, and addressing pressing matters promptly. The OM position often participates in agency project teams and initiatives with statewide impact; leads or participates in multiple committees such as Safety, Wellness, and/or Diversity Equity Inclusion.

The OM is responsible for many aspects of office facilities management by coordinating with property owners, Labor and Industries Facilities/Warehouse team, vendors and staff from multiple divisions. May act as a point of contact for many aspects of office remodels and moves and must have ability to make quick decisions.

Under general direction through multiple avenues including upper management, Office of Human Resources (OHR), Information Technology (IT), Regional Internal Safety and Health (ISH), facilities team, committees, and employees the OM may plan and implement projects and/or initiatives such as Public Service Recognition Week (PSRW), Bring Your Child to Work Day, Combined Fund Drive (CFD) events, safety drills, emergency planning and more;

may have delegated duties of their Customer Service Manager (CSM) for coverage; may fill in for other regional OMs in their absence; and is a member of a statewide peer group responsible for maintaining program standards and consistencies.

The OM position contributes to L&I's Strategic Goals by:

• Providing a quality customer experience by respecting our customers and assisting them in complying with applicable laws using equity, education, and communication.
• Educating customers on the services Labor and Industries provides to the public and connecting them with the appropriate resources.
• Empowering our staff to make choices on their growth and development in a transparent atmosphere: providing our staff with resources to make informed decisions.

• Supervise the customer service team, provide leadership and perform senior‑level work.
• Provide exceptional customer service in both Vietnamese 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.
• Recruit, coordinate hiring, train, evaluate and supervise Customer Service Program staff working in the service locations.
• Proctor bilingual exams.
• Provide daily…