L&I Customer Service Specialist

Our Mission:
Keep Washington Safe and Working!

Customer Service Specialist 3 (CSS3) – A full‑time leadership role based in Sequim, Washington. Responsibilities include mentoring junior staff, resolving complex customer issues, and leading a team of Customer Service Specialists.

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

• Make an Impact:
  Solve complex problems and help Washingtonians navigate L&I systems.
• Mentorship Opportunities:
  Train and develop other specialists across multiple offices.
• Dynamic & Fast‑Paced:
  Handle a variety of customer issues, from conflicts to inquiries about government programs.
• Growth & Development:
  Opportunities to enhance leadership skills, learn new programs, and advance within the agency.
• Work‑Life Balance:
  Eligible for telework or flexible schedule options after probation.

• Lead & Mentor:
  Guide and train CSS2s and CSS1s, provide hands‑on training, resolve complex issues, and ensure smooth communication across teams.
• Solve Complex Problems:
  Manage contractor relationships, interpret policies, and address multi‑agency concerns.
• De‑escalate & Resolve:
  Use excellent communication skills to manage customer conflicts and offer calm solutions.
• Guide with Knowledge:
  Apply deep understanding of policies, regulations, and procedures to help customers and staff.
• Assist Customers:
  Support registration, payments, claims, and account issues promptly and professionally.
• Step In When Needed:
  Act as backup for the Office Manager to maintain service levels.

• 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.

• Problem‑Solving
  
  Skills:
  
  Thrive in fast‑paced environments, quickly identify gaps, and find solutions.
• Strong Communication:
  Master at explaining complex policies and procedures verbally or in writing.
• Tech‑Savvy:
  Comfortable with various systems and applications.
• Must possess a valid unrestricted driver license.

• Cash Handling Experience.
• Training/Coaching Experience.
• A Passion for Helping Others.

• Flexible Work:
  Potential for telework or flexible schedule after probation.
• Comprehensive Benefits:
  Health insurance, paid time off, and a robust retirement plan.
• Supportive Team:
  Work together to overcome challenges and celebrate success.
• Professional Growth:
  Ongoing learning opportunities, career development programs, and potential for internal promotions.

• Cover Letter – Explain your excitement for the role and how you meet the qualifications.
• Resume – Detail your experience and education.
• References – List at least three professional references with current contact information.

Please do not attach medical information in your application. If included, it will be removed before you can apply again.

• Background check will be conducted before placement.
• Applicants must have work authorization that does not require sponsorship.
• WFW may be used to fill multiple permanent or non‑permanent positions.

All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

The State of Washington is an equal opportunity employer. Persons with a disability requiring accommodation may call 360‑902‑5700.