L&I Customer Service Specialist

• American Industrial Hygiene Association (AIHA)

Our Mission:
Keep Washington Safe and Working!

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

At Labor & Industries (L&I), we’re on a mission to support the safety and well-being of Washington’s workers. And guess what? We need YOU to be a part of that mission!

Compared with a typical Customer Service Specialist, the scope of this role is distinct. The primary focus is to provide and support regulatory compliance services while their responsibilities might include processing licensing, registration & permit applications, ensuring correctness, interacting with remote and local partners, investigating and resolving, and providing training and guidance to other employees on licensing and permitting across a broad spectrum of services.

The assigned duty station for this position is Spokane, Washington.

• Make a Difference:
  Your work will contribute to the safety, economic well-being, and success of Washington’s workers. Your role will directly impact real people!
• Work-Life Balance:
  Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Generous Benefits:
  From medical coverage to retirement plans, we’ve got you covered. Plus, enjoy generous vacation time to recharge and grow.
• Great Team Culture:
  We believe in diversity, respect, and creating a workplace where everyone’s voice is heard. Join a team that’s passionate about service and learning!
• Opportunity for Growth:
  Whether it's mastering new programs or advancing your career, we’ll provide ongoing training and development opportunities.

Get ready for a role where every day brings new challenges and opportunities to make a real impact! As a key part of our team, you’ll:

• Independently Processes Licensing, Registration & Permit Applications For Completeness And Accuracy In Accordance With Statewide Standard Work As Defined In Customer Service University
• Reviews, researches, and processes registration and licensing applications for construction contractors to telephone and walk-in customers. Researches each applicant in multiple internal databases for outstanding debts owed the agency. Researches and evaluates business’s standing with Business License Services/Department of Revenue, and if applicable Secretary of State. Educates and guides customers regarding applications and/or additional requirements that may include other local, state and federal agencies.
• Uses written and interpersonal communication with bonding and insurance agents to resolve issues regarding surety bonds and certificates of liability insurance.
• Calculates and collects appropriate processing fees. Completes entry of both required data and payment information in appropriate systems to issue the license, certificate or registration. In all money transactions, adheres to established cash management policies, procedures, i.e.: reconciliation and documentation. Maintains fiscal integrity in the handling of currency, checks, credit/debit cards and receipts.

• Educate customers in accessing L&I services including and not limited to Claims and Account Center, Pay Balance Due, Electrical Permitting (EPIS), Quick File.
• Assists customers using the Customer Service Center, Secretary of State registrations, dissolutions, and amendments. On behalf of Business Licensing Services, for Department of Revenue, assists customers using the Customer Center for Business License applications, renewals, and city endorsements. Issue UBIs for new applications. Utilizes telephonic interpretive services to assist customers with limited English proficiency. Escalates complaints regarding service issues to the CSS4 or Language Access Coordinator.
• As directed by the CSS4, assists as a resource for new CSS staff. Travels between multiple L&I office locations within the region or statewide to provide critical front counter and operational support, including during staffing shortages to provide necessary coverage, to minimize delays in…