L&I Customer Service Specialist 2

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

As a Customer Service Specialist 2 , within the Department of Labor and Industries, Web and Communication Services , this position: furthers the agency's mission "Keeping Washington safe and working "by providing timely and accurate customer service and answers to Washington workers, employers and medical providers by providing direct assistance to callers on the LISTENS Hotline. In this role, you will explain agency policies, procedures and processes. You will also review documents, inform customers of their rights and responsibilities and provides RCW and WAC information. You will act as a liaison between the customer and the agency; resolves customer service-related complaints, responds to questions about agency programs and how to access agency services. You will use your knowledge of computer programs, websites and other references to assist customers with the completion of agency form websites, and other business needs. In addition, you will be able to communicate with customers regarding claims, employer services, employment standards, and other areas within the agency.Some of what you will do:

• Answers the LISTENS hotline, using a multi-line telephone system.
• Delivers direct services to external and internal customers by calls presented by an automated call distribution multi-line system providing customers with agency information and directions to guide them in accessing L&I services, mainly for injury claims.
• Accurately key data into computer programs (including LINIIS, ORION, Microsoft Outlook, and other software as needed), to ensure that communications to claims managers on behalf of customers is clear and concise.
• Revise and researches file documentation to resolve customer-related complaints and advise customers of proper procedures involved in appealing agency decisions.
• Cover the Rotunda staff for morning and afternoon breaks and their lunchtime as needed.
• Multi-task, (i.e. ability to talk to customers, input data and locate information all at the same time) and adjust work style to meet the pace of work.
• Documents telephone conversations and other pertinent information into the computer system.
• Performs routine copy work, prepares mailings to injured workers, providers and employers.
• Processes faxes and ensures that all documents sent to Imaging have a claim number.
• Attend meetings; assisting with projects; provide basic copier maintenance; and other clerical duties as requested.
• And much more!

Required:

An Associates degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems.

OR

A Bachelors degree;

OR equivalent experience providing assistance to customers regarding inquiries, complaints, or problems.

Desired:

• Experience in answering a high volume of incoming telephone calls.
• Able to understand and defuse upset customers and assist then in a resolution to their issues.
• Ability to change priorities dependent upon continual changing situations.

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 employees 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 brief video and learn more about why L&I is an employer of choice.

For this position, telework is 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:

1. A cover letter describing specific qualifications.
2. A current resume detailing applicable experience and education.
3. 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 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.

• 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 by the Washington 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 America's Top State 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&Is ... .

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 agencys 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 ... , Becky Lee Zamora ....