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.

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, then our Customer Service Specialist 2 role is just the opportunity you've been looking for!

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

This position is full-time, hybrid position with 3 days in-office with 1 to 2 telework day(s) working from home. Based on business needs telework days may change.

This position helps Field Services &Public Safety (FSPS)/Elevator Program achieve its mission by directly interacting with customers and making sure the customers know what they need to do to meet their obligations.

The Elevator Program's primary objective is to promote and enforce public safety on all conveyances throughout the state of Washington. As a member of the Elevator Program, this position:

• Will use knowledge of the Elevator Program's rules, laws, policies, and procedures to provide customer service to external customers as well as maintain internal accounts receivable and collection processes.
• Will need the ability to use established procedures, creativity and out-of-the-box thinking to independently manage a demanding workload on a daily, weekly, and monthly basis.
• Supports the Chief Elevator Inspector, Operations Manager, Technical Specialists, Inspector Supervisors, and Inspectors located in Central Office and in the field as part of the Elevator Program's mission to provide safety for all conveyances in the state of Washington.

If you're ready to take on an exciting role that combines customer service, problem-solving, and making an impact on Washington's workforce, we'd love to hear from you!

Apply now and let's get started on this journey together!

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 key part of our team, you'll:

• Provide customer support services for the Elevator program to include responding to customers, receiving, sorting, sending mail, and verifying data.
• Provide collection activity and invoice refunds.
• Processes incoming payments.
• Data entry & processing licensing.
• Act as liaison between customers and agency by providing information to the

customers via U.S. Mail, email or by telephone.

• Answer incoming calls and emails in a professional and helpful manner.
• Reconcile, return, and follow up on all documents received from customers and elevator inspectors.
• Utilize the Conveyance Management Portal (CMP) to manipulate invoice due dates, void invoices, and make notes on the account regarding necessary invoice changes.
• And more!

Note: For the full list of duties, please request the Position Description form (PDF).

What we're looking for:

Required Qualifications:

High school diploma or equivalent and two years of experience providing assistance to

clients/customers regarding inquiries, complaints or problems.

OR

One year of experience as a Customer Service Specialist 1.

OR

Equivalent education/experience.

Desired Qualifications:

• Knowledge and/or ability to work with diverse customers.
• Self-motivated and organized.
• Able to diffuse difficult situations (i.e. upset customers).
• Knowledge of Elevator Program laws, rules, policies.

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 (will be based on the business needs).

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 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

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 showcasing your qualifications and enthusiasm for the role.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current contact information.

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:

• 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 3.3 million workers.

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 Elena Emery at ...