L&I Customer Service Specialist ; bilingual​/Spanish

Our Mission:
Keep Washington Safe and Working!

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

Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems?

If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving!

We’re looking for a Customer Service Specialist 3 (CSS3) who’s not just about assisting customers—you’re someone who excels at problem‑solving, de‑escalating tough situations, and making sure every customer gets the help they need. (Preferred bilingual/Spanish).

If you’re an experienced customer service leader with a passion for mentoring others and solving problems, this is your opportunity to shine. Let’s make Washington safer, together.

• Make an Impact
  :
  You’ll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well‑being of workers is incredibly rewarding.
• Mentorship Opportunities
  :
  As a CSS3, you’ll be the go‑to expert, mentoring and training other customer service specialists across multiple offices.
• Dynamic & Fast‑Paced
  :
  You’ll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
• Growth & Development
  :
  You’ll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency.
• Work‑Life Balance
  :
  Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

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

• Lead & Mentor
  :
  Guide and mentor Customer Service Specialists 1 and 2, provide hands‑on training, resolve complex issues.
• Solve Complex Problems
  :
  Handle tricky situations involving contractors, policies, or multi‑agency concerns.
• De‑escalate & Resolve
  :
  Manage customer conflicts, offering calm, reasoned solutions.
• Guide with Knowledge
  :
  Apply your deep understanding of policies, regulations, and procedures.
• Assist Customers
  :
  From registration and payments to complex claims and account issues, you’ll ensure customers receive help promptly.
• Step In When Needed
  :
  Act as a backup for the Office Manager in their absence.

• 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.
• Must possess a valid unrestricted driver license.

• Problem‑Solving Skills
  :
  Thrive in fast‑paced environments, quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication
  :
  Master of explaining complex policies and procedures in a way that’s easy to understand.
• Tech‑Savvy
  :
  Comfort with various systems and applications; use digital tools to track and manage customer interactions.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

• Dual Language
  :
  Ability to speak, write and understand in both English and Spanish.
• Cash Handling Experience
  :
  Experience managing money in a customer service role.
• Training/Coaching Experience
  :
  Experience mentoring or training staff.
• A Passion for Helping Others
  :
  Joy in making a real difference in people’s lives.

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

• L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
• The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360‑902‑5700. TTY users should first call 711 to access the Washington Relay Service.
• Applicants wishing to claim Veterans Preference should attach a copy of their DD‑214 or equivalent. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s jobs.gov.