L&I Customer Service Specialist 2 (Spanish Bilingual)

Description

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

When hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.

Job Highlights

Are you looking to put your highly developed customer service skills to work? Are you comfortable and excel in a fast-paced call center work environment?

Keep Washington Safe and Working by providing timely, accurate written translations and customer service to Washington customers. As a Customer Service Specialist 2 within the Web and Communications Services Division, you'll translate agency documents and materials from Spanish to English and English to Spanish. Additionally, you'll resolve customer service related complaints and questions in English and Spanish.

As a call center agent, you can take up to 100+ calls a day from customers that include workers, attorneys, medical providers, vocational providers and internal staff. You must be able to provide outstanding customer service while simultaneously completing your translations and other duties.

Duties

Some of what you’ll do:

• Respond promptly to a high volume of customer telephone inquiries using a multi-line telephone system.
• For both English and Spanish Speaking customers, respond promptly to the high volume of customer telephone inquiries using effective listening, address customer issues, transcribe messages, accurately capture the conversation and needs of the customer, and route calls and messages to appropriate personnel for further action.
• Address customer issues, transcribe messages, accurately capture the conversation and needs of the customer, and route calls and messages to appropriate personnel for further action.
• Navigate through multiple computer programs while inputting data quickly and accurately.
• Deliver direct services to external and internal customers using bilingual skills (English and Spanish).
• Translate Agency documents or materials from Spanish to English and English to Spanish. Use intermediate Spanish Speaking and writing skills to deliver this service to all Spanish Speaking customers.
• Provide coverage for the Rotunda Reception Desk department guests as they enter the building and direct them to the correct area depending on their needs. This includes assisting individuals who come to the building wanting to receive directions to other state agencies.

Qualifications

Required:

• 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.

• The ability to read, write, translate and converse with fluency in both Spanish and English.

Required Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desired:

• Experience in translating and conversing with fluency in both Spanish and English.
• Experience in answering a high volume of incoming telephone calls.
• Able to understand and defuse upset customers and assist them in a resolution to their issues.
• Ability to change priorities dependent upon continual changing situations.

Supplemental Information

Things You Need To Know

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

For this position, telework is permitted on occasion after training, depending on business needs. The assigned duty station for this position is Tumwater, Washington.

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 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.
• 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.
• Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment. Assessments are proctored remotely via Zoom or Microsoft Teams.

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&I’s [email protected].

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 360-902-5700. 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 (she/her/hers).