Salary : $44,736.00 - $59,844.00 Annually
Location : Thurston County - Tumwater, WA
Job Type: Full Time - Permanent
Job Number: 6
Department: Dept. of Labor & Industries
Division: Fraud Prevention & Labor Standards - Employment Standards
Opening Date: 04/10/2025
Closing Date: 4/24/: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
Job Highlights Join our Employment Standards team as a Customer Service Specialist 4. In this role, you'll use your knowledge to interpret information to internal/external customers and stakeholders regarding RCW 49.46; RCW 49.48; RCW 49.52; RCW49.12; RCW 49.58; RCW 49.28, and related employment laws. This work elevates awareness and understanding of Washington's fail labor requirements, processes, and obligations for both employers and employees.
In this role, you'll also serve as the supervisor for the Employment Standards Program's customer service unit and handles complex customer problems that are beyond the scope of the Customer Service Specialist levels.
As a part of our Employment Standards team, you'll be supporting Goal 4 - "Helping honest workers, businesses, and providers by cracking down on the dishonest ones" by assisting the technical specialists with investigations, research, and other support activities in accordance with the various employment laws enforced by the program.
Duties Some of what you'll do: - Works independently to review and assign support requests from work units.
- Researches and provides assistance to CSS staff when customer issues require a higher level of experience, knowledge, and skills.
- Consult with Employment Standards Technical Specialists and program staff on complex multi-dimensional process/procedure problems.
- Monitors and reports Employment Standards Customer Service Unit scorecard status to the Program Manager.
- Communicates with customers via phone.
- Supervise the Customer Service Specialists within the program.
- And much more.
Qualifications Required:- An Associate's degree AND four years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems;
OR
- A Bachelor's degree AND two years of progressive experience providing experience to clients/customers regarding inquiries, complaints, or problems;
OR
- Equivalent experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
Desired: - Two years of experience providing clerical or customer service support, able to multi-task in a professional fast paced, high call volume work environment.
- Previous experience working with statutes and regulations and explaining them in a way customers can understand is a plus.
- Ability to interpret complex laws, rules, and regulations. Analyze issues involving wage disputes and formulate suggestions for compromise and settlement of disputes. Prepare written documents, organize facts, arguments, and conclusions in a clear and logical sequence. Gather, preserve, and present material relevant and pertinent evidence. Exercise mature judgement in a wide variety of public contacts.
Supplemental Information Things You Need To Know To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.
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 3.3 million workers. Take a look at this and learn more about why L&I is an employer of choice.
For this position, telework is not permitted during training but may be permitted after dependent upon business needs and supervisor approval. The assigned duty station for this position is Tumwater, Washington.
For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.
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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 required and desirable qualifications described in the announcement.
Please include the following documents with your application:
- A describing specific qualifications.
- A current detailing applicable experience and education.
- A list of at least three professional references with current telephone numbers.
Please do not attach or place any medical information (vaccination status included) 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 . 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.
- Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
Did You Know? Washington is to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Veterans Preference Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's .
Diversity, Equity, and Inclusion Employer 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.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency's greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
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 . TTY users should first call 711 to access the Washington Relay Service.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
For more Information If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine at .
More than Just a Paycheck. Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
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