Washington State Department of Labor & Industries
L&I CUSTOMER SERVICE SPECIALIST 4
Washington State Department of Labor & Industries, Sequim, Washington, United States, 98334
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L&I CUSTOMER SERVICE SPECIALIST 4
role at
Washington State Department of Labor & Industries . Pay Range
This range is provided by Washington State Department of Labor & Industries. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base Pay Range
$50,592.00/yr - $67,992.00/yr Description
Our Mission:
Keep Washington Safe and Working! Our Values:
Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability. Please note:
This position is open to internal L&I employees only. Are you an experienced leader looking to make an impact in the dynamics of a team while supporting and contributing to the economic well-being and safety of Washington’s workers? Here is your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Customer Service Specialist 4-Bilingual (Vietnamese)
is a full-time position with flexible work options plus a 5% pay increase for bilingual skills. The assigned duty station for this position is Sequim, WA. Role Overview.
The Customer Service Specialist 4/Office Manager (hereafter referred to as OM) is an integral position for the Department of Labor and Industries and may be responsible for the operations of their assigned regional office(s) and providing agency-wide customer support for 20+ agency programs, working with both internal and external customers. The OM may supervise up to 12 direct reports, including up to five lead workers, and manage up to two offices. Key responsibilities include: Manage complex responsibilities related to facilities management, process development, and oversight, supervision, and customer service. Exercise independent judgment and may have delegated decision-making authority from the Customer Service Manager (CSM), including influencing and interpreting policies and procedures with direct impact on office staff and regional customers. Create, implement, manage and coordinate day-to-day office processes and procedures to ensure an efficient and safe workplace through developing and communicating guidelines, creating LEAN administrative procedures, maintaining inventory control, delegating tasks, and addressing pressing matters promptly. Participate in agency project teams and initiatives with statewide impact; lead or participate in committees such as Safety, Wellness, and/or Diversity Equity Inclusion. Coordinate with property owners, facilities/warehouse teams, vendors, and staff from multiple divisions regarding office facilities management. Act as point of contact for office remodels and moves; make quick decisions as needed. Plan and implement projects and initiatives such as Public Service Recognition Week, Bring Your Child to Work Day, Combined Fund Drive events, safety drills, and emergency planning. Act as substitute supervisor for regional OMs in their absence and maintain program standards and consistency statewide. OM Position Contribution to L&I's Strategic Goals
Providing a quality customer experience by respecting our customers and assisting them in complying with applicable laws using equity, education, and communication. Educating customers on the services L&I provides to the public and connecting them with appropriate resources. Empowering staff to make choices on their growth and development in a transparent atmosphere; providing resources for informed decisions. Some Of What You Will Do
Supervise the customer service team, provide leadership and perform senior-level work. Provide exceptional customer service in both Vietnamese and English at the front counter, on the phone, and online. Recruit, coordinate hiring, train, evaluate, and supervise Customer Service Program staff. Proctor bilingual exams. Provide daily oversight of work activities. Act as point of contact for elevated customer situations, complex issues, hostile customers, etc. Provide office leadership in the absence of other regional supervisors and managers outside of CSP. Develop expectations and conduct performance reviews. Evaluate workload and coach for growth and development. Address performance and behavioral concerns and take corrective action when necessary. Adapt to shifting priorities and projects to ensure deadlines and customer needs are met. Research complex customer issues and provide guidance to staff. Maintain fiscal integrity; oversee all cash management processes. Maintain office systems to provide a safe, healthy, and efficient work environment. Manage and implement all aspects of daily office functions/coordinates and administer facilities management. Maintain the functionality, safety, and sustainability of building, property, and infrastructure. Deliver direct services and offer program support to customers, staff, and programs. And more! Qualifications
Required: Equivalent experience (at least 6 years) providing assistance to client/customers regarding inquiries, complaints, or problems. or 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 assistance to clients/customers regarding inquiries, complaints, or problems. or one year of experience as a Customer Service Specialist 3. Demonstration of Agency Core Competencies. Demonstration of Supervisory/Managerial Core Competencies. Demonstration of Position-Specific Skills, Abilities, and Competencies. Must possess a valid unrestricted driver license. Desired: Experience collaborating as a supervisor with other supervisors, excellent communication skills and experience managing a facility. Able to manage a team in an environment governed by statutes, contracts, government or business applications. Supplemental Information
To help you maintain a proper work-life balance, L&I 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. For this position, in-office work is required. Partial telework is dependent upon business needs and supervisor approval. The frequency of telework will be discussed with the supervisor at the time of offer. The assigned duty station for this position is Everett, Washington. Application Process
We will contact the top candidates directly to interview for this position. Please Include The Following Documents With Your Application A cover letter describing specific qualifications. A current resume detailing applicable experience and education. A list of at least three professional references with current telephone numbers. Please note: Your application will be considered incomplete if your resume and letter of interest are not attached. 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. If you do, we will have to reject your application to safeguard others from receiving your confidential information. 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 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 U.S. on the first day of employment. Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions. Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams. Applicants selected to move forward will be contacted by email to schedule a skills assessment. 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 Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov. 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 contributes to the success of the agency mission. We also are committed to building a diverse and inclusive workplace for 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 360‑902‑5700. TTY users should first call 711 to access the Washington Relay Service. Contact Information
For more information or questions regarding this job posting, program, or the agency, please contact Steve Camerer at cste235@lni.wa.gov. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Other Industries
Government Administration
#J-18808-Ljbffr
L&I CUSTOMER SERVICE SPECIALIST 4
role at
Washington State Department of Labor & Industries . Pay Range
This range is provided by Washington State Department of Labor & Industries. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base Pay Range
$50,592.00/yr - $67,992.00/yr Description
Our Mission:
Keep Washington Safe and Working! Our Values:
Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability. Please note:
This position is open to internal L&I employees only. Are you an experienced leader looking to make an impact in the dynamics of a team while supporting and contributing to the economic well-being and safety of Washington’s workers? Here is your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Customer Service Specialist 4-Bilingual (Vietnamese)
is a full-time position with flexible work options plus a 5% pay increase for bilingual skills. The assigned duty station for this position is Sequim, WA. Role Overview.
The Customer Service Specialist 4/Office Manager (hereafter referred to as OM) is an integral position for the Department of Labor and Industries and may be responsible for the operations of their assigned regional office(s) and providing agency-wide customer support for 20+ agency programs, working with both internal and external customers. The OM may supervise up to 12 direct reports, including up to five lead workers, and manage up to two offices. Key responsibilities include: Manage complex responsibilities related to facilities management, process development, and oversight, supervision, and customer service. Exercise independent judgment and may have delegated decision-making authority from the Customer Service Manager (CSM), including influencing and interpreting policies and procedures with direct impact on office staff and regional customers. Create, implement, manage and coordinate day-to-day office processes and procedures to ensure an efficient and safe workplace through developing and communicating guidelines, creating LEAN administrative procedures, maintaining inventory control, delegating tasks, and addressing pressing matters promptly. Participate in agency project teams and initiatives with statewide impact; lead or participate in committees such as Safety, Wellness, and/or Diversity Equity Inclusion. Coordinate with property owners, facilities/warehouse teams, vendors, and staff from multiple divisions regarding office facilities management. Act as point of contact for office remodels and moves; make quick decisions as needed. Plan and implement projects and initiatives such as Public Service Recognition Week, Bring Your Child to Work Day, Combined Fund Drive events, safety drills, and emergency planning. Act as substitute supervisor for regional OMs in their absence and maintain program standards and consistency statewide. OM Position Contribution to L&I's Strategic Goals
Providing a quality customer experience by respecting our customers and assisting them in complying with applicable laws using equity, education, and communication. Educating customers on the services L&I provides to the public and connecting them with appropriate resources. Empowering staff to make choices on their growth and development in a transparent atmosphere; providing resources for informed decisions. Some Of What You Will Do
Supervise the customer service team, provide leadership and perform senior-level work. Provide exceptional customer service in both Vietnamese and English at the front counter, on the phone, and online. Recruit, coordinate hiring, train, evaluate, and supervise Customer Service Program staff. Proctor bilingual exams. Provide daily oversight of work activities. Act as point of contact for elevated customer situations, complex issues, hostile customers, etc. Provide office leadership in the absence of other regional supervisors and managers outside of CSP. Develop expectations and conduct performance reviews. Evaluate workload and coach for growth and development. Address performance and behavioral concerns and take corrective action when necessary. Adapt to shifting priorities and projects to ensure deadlines and customer needs are met. Research complex customer issues and provide guidance to staff. Maintain fiscal integrity; oversee all cash management processes. Maintain office systems to provide a safe, healthy, and efficient work environment. Manage and implement all aspects of daily office functions/coordinates and administer facilities management. Maintain the functionality, safety, and sustainability of building, property, and infrastructure. Deliver direct services and offer program support to customers, staff, and programs. And more! Qualifications
Required: Equivalent experience (at least 6 years) providing assistance to client/customers regarding inquiries, complaints, or problems. or 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 assistance to clients/customers regarding inquiries, complaints, or problems. or one year of experience as a Customer Service Specialist 3. Demonstration of Agency Core Competencies. Demonstration of Supervisory/Managerial Core Competencies. Demonstration of Position-Specific Skills, Abilities, and Competencies. Must possess a valid unrestricted driver license. Desired: Experience collaborating as a supervisor with other supervisors, excellent communication skills and experience managing a facility. Able to manage a team in an environment governed by statutes, contracts, government or business applications. Supplemental Information
To help you maintain a proper work-life balance, L&I 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. For this position, in-office work is required. Partial telework is dependent upon business needs and supervisor approval. The frequency of telework will be discussed with the supervisor at the time of offer. The assigned duty station for this position is Everett, Washington. Application Process
We will contact the top candidates directly to interview for this position. Please Include The Following Documents With Your Application A cover letter describing specific qualifications. A current resume detailing applicable experience and education. A list of at least three professional references with current telephone numbers. Please note: Your application will be considered incomplete if your resume and letter of interest are not attached. 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. If you do, we will have to reject your application to safeguard others from receiving your confidential information. 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 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 U.S. on the first day of employment. Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions. Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams. Applicants selected to move forward will be contacted by email to schedule a skills assessment. 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 Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov. 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 contributes to the success of the agency mission. We also are committed to building a diverse and inclusive workplace for 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 360‑902‑5700. TTY users should first call 711 to access the Washington Relay Service. Contact Information
For more information or questions regarding this job posting, program, or the agency, please contact Steve Camerer at cste235@lni.wa.gov. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Other Industries
Government Administration
#J-18808-Ljbffr