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

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!

If you’re someone who enjoys making a positive impact, solving problems, and helping others, and making an impact on Washington’s workforce, then apply for our Customer Service Specialist 2 position in the L&I Customer Service, Compliance, and Public Safety Division (CSCPS)!

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

Telework is currently available up to 3 days a week with 2 days in office required. The current telework schedule is not guaranteed and may be subject to change dependent on business need. This position is not eligible for full-time telework.

• 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:

Provide exceptional customer service on the phone and online. You’ll be the go-to person for questions about Contractor Registration, L&I services and other state programs.

Help customers navigate complex processes by explaining rules, procedures, and eligibility requirements clearly and with empathy.

• Using imaging database (IDM), email, and other methods, reviewing incoming documents and registration applications to determine accuracy and ensure compliance with Contractor Registration laws, 18.27 RCW. Documents include applications for registration, surety bonds and certificates of insurance.
• Take appropriate action based on determination, including approvals and denials.
• Answer phone lines and respond to email inbox dedicated to:
  Contractor Registration, service locations, insurance agents (EBIPS Portal) and Collections.
• Process legal documents including Summons & Complaints, judgements, dismissals and tax warrants.
• Using expert knowledge and judgment, answering questions in detail, explaining laws and requirements of 18.27 RCW
• Drill down on customer inquiries to determine the appropriate classification as defined in WAC 296-200A

Ensure proper data entry for payments and manage financial transactions with care and accuracy.

Work closely with team members, internal staff, as well as external customers to provide top-tier assistance and guidance.

Be a key player in the mission of L&I by resolving issues, improving processes, and contributing to a culture of excellent service.

• High school diploma or equivalent and 2 (two) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
• One year of experience as a Customer Service Specialist 1
• Equivalent education/experience

• Communication Skills
  :
  You can communicate effectively, making even complex information easy to understand.
• Customer-Centered
  :
  You’re passionate about helping people and creating positive experiences. You’ll thrive in a fast-paced environment where every day brings new challenges and opportunities.
• Tech-Savvy
  :
  You’ll use multiple systems, so being comfortable with technology is essential.

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