L&I Customer Service Specialist

Join to apply for the L&I CUSTOMER SERVICE SPECIALIST 4 role at Washington State Department of Labor & Industries
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This range is provided by Washington State Department of Labor & Industries. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$50,592.00/yr - $67,992.00/yr

Our Mission: Keep Washington Safe and Working!

Our Values: 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) 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.

Role Overview. The Customer Service Specialist 4/Office Manager (hereafter referred to as 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) and providing agency-wide customer support for 20+ 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.

Key responsibilities include:

• Manage complex responsibilities related to facilities management, process development, and oversight, supervision, and customer service.
• 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.
• Create, implement, manage and coordinate 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.
• Participate in agency project teams and initiatives with statewide impact; lead or participate in committees such as Safety, Wellness, and/or Diversity Equity Inclusion.
• Coordinate with property owners, facilities/warehouse teams, vendors, and staff from multiple divisions regarding office facilities management.
• Act as point of contact for office remodels and moves; make quick decisions as needed.
• Plan and implement projects and initiatives such as Public Service Recognition Week, Bring Your Child to Work Day, Combined Fund Drive events, safety drills, and emergency planning.
• Act as substitute supervisor for regional OMs in their absence and maintain program standards and consistency statewide.

• 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 L&I provides to the public and connecting them with appropriate resources.
• Empowering staff to make choices on their growth and development in a transparent atmosphere; providing resources for 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.
• Recruit, coordinate hiring, train, evaluate, and supervise Customer Service Program staff.
• Proctor bilingual exams.
• Provide daily oversight of work activities.
• Act as point of contact for elevated customer situations, complex issues, hostile customers, etc.
• Provide office leadership in the absence of other regional supervisors and managers outside of CSP.
• Develop expectations and conduct performance reviews.
• Evaluate workload and coach for growth and development.
• Address performance and behavioral concerns and take…