Salary : $40,716.00 - $54,204.00 Annually
Location : Benton County - Kennewick, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number: 7
Department: Dept. of Labor & Industries
Division: Region 5
Opening Date: 05/28/2025
Closing Date: 6/8/:59 PM Pacific
Description
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) - Bilingual (Spanish) 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.
This position is a full-time position with flexible work options and 5% pay increase for bilingual skills. Plus, you'll be helping to mentor and guide the next generation of customer service superstars. Telework will be allowed after 6 (six) months probationary period. Based on business needs telework days may change. The assigned duty station for this position is Kennewick, Washington.
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. We can't wait to see how you'll contribute to our team.
Why You'll Love This Role:
• 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. Share your knowledge, shape future leaders, and foster a supportive environment.
• Dynamic & Fast-Paced : This is no ordinary desk job. 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 : We're committed to your growth . You'll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency. We invest in your success.
• Work-Life Balance : Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period. Duties
What you'll be doing:
Get ready for a role where every day brings new challenges and opportunities to make a real impact. As a team lead, you'll:
• Lead & Mentor : As a senior member of the team, you'll be guiding and mentoring Customer Service Specialist 2s. You'll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Solve Complex Problems : Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you'll be the expert in handling tricky situations with ease.
• De-escalate & Resolve : Using your excellent communication skills, you'll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Guide with Knowledge : Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
• Assist Customers : From registration and payments to complex claims and account issues, you'll ensure that customers receive the help they need, promptly and professionally. You will assist customers in English and Spanish with opening of accounts, payment of assessed fees or on accounts, payment agreements, and money collection.
• Step In When Needed : You'll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained. Qualifications
What we're looking for:
Required Qualifications
• Proven Experience : At least 5 years of experience in a customer service role, resolving inquiries and complaints (or 3 years with an Associate's Degree or 1 year with a Bachelor's Degree). We want someone who can take ownership of tough issues and resolve them efficiently.
• Bilingual : You must be fluent in both Spanish and English (reading, writing, and speaking). We don't use translation software.
• Problem-Solving Skills : You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication : You're a master at explaining complex policies and procedures, verbally or in writing, in a way that's easy to understand, even in the most challenging situations.
• Tech-Savvy : Comfort with various systems and applications is key. You'll be using digital tools to track, resolve, and manage customer interactions and data.
• Must possess a valid unrestricted driver license.
Desired Qualifications
• Cash Handling Experience : If you've managed money in a customer service role, we'd love to hear about it.
• Training/Coaching Experience : Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others : If you're someone who finds joy in making a real difference in people's lives, this is the job for you. Supplemental Information
At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.8 million workers. Take a look at this and learn more about why L&I is an employer of choice.
The perks of the job:
• Flexible Work : Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Comprehensive Benefits : Health insurance, paid time off, and a robust retirement plan.
• A Supportive Team : Join a team that's committed to making a difference. We work together to overcome challenges and celebrate success.
• Professional Growth : Take advantage of ongoing learning opportunities, career development programs, and potential for internal promotions. To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.
Application Process:
We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.
Please include the following documents with your application:
• A cover letter Tell us why you're excited about this role and how you meet the qualifications.
• A current resume Share your experience and education that make you the perfect fit.
• A list of at least three professional references with current contact information.
We'll be reviewing applications soon, so don't miss your chance to join this incredible team.
Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice:
Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other Information:
• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment click apply for full job details
Date Posted: 31 May 2025
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