L&I Customer Service Specialist 2, Bilingual Spanish



Job Details

L&I Customer Service Specialist 2, Bilingual Spanish
Employer

State of Washington

Salary

$2,535.00 - $3,276.00 Monthly

Location

Skagit County - Mt. Vernon, WA

Job Type

Full Time - Permanent

Job Number

2017-11320

Department

Dept. of Labor & Industries

Opening Date

05/07/2018

FLSA

Non-Exempt

Bargaining Unit

NA

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Description verified and added as part of bug verification and testing as mentioned in description i



Please note: This position has been reposted and will remain open until filled. It is to the applicant's advantage to apply early. The hiring manager reserves the right to hire at any time throughout this process. 

Are you looking for position that supports and contributes to the economic well-being and safety of Washington's workers? Here's your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Labor & Industries has an opening in Mount Vernon for a Customer Service Specialist 2 (CSS2) –Bilingual- Spanish, which might be just what you are looking for!

As a CSS2 Bilingual- Spanish and Region 1 team member you will share equally in the responsibility for providing direct service to customers of all agency programs, walk ins, phone inquiries, and internal staff requests. You will be the liaison between our customers and the agency. Through the resolution of complaints, providing access to agency benefit programs, licensing and regulations information, assisting customers with payments and accounts you will directly affect our agency mission, and provide meaningful work to the Department. You will serve as a member of the Mount Vernon office Customer Service Program and deliver direct services to telephone and walk-in customers in Mount Vernon.  You will also provide customer service support to the Everett and Bellingham service locations as required by business need.

Customers often are unfamiliar with the issues that bring them to our agency and providing service with patience, understanding, and clear explanation of what we can do for them is a requirement to putting our agency on the map to meeting our vision for Washington's employees and injured workers. We are seeking someone with excellent communication skills, attention to detail, an ability to interact with the public, and a heart for customer service.
  
In addition to the base salary, the selected incumbent will receive 5% assignment pay for bilingual duties.


Some of what you'll do:

  • Assist customers with licenses, registrations, permits and other government services.
  • Respond to questions about agency programs in person and on the telephone.
  • Accept payments and complete financial transactions accurately.
  • Provide excellent customer service to internal and external customers.
  • Work in a strong team atmosphere, share information and utilize your group to problem solve.
  • Provide exceptional customer service; proven ability to listen attentively, recognize and identify issues, provide options and fulfill services.
  • Perform data entry and use multiple computer applications simultaneously. Enter information, update databases and utilize the Internet as a resource.
  • Process cash, check, debit and credit card transactions accurately.
  • Speak with upset, confused, demanding and difficult customers in a professional and courteous manner.
  • Clearly express complex information using language appropriate for the customer.
  • Acute attention to detail when reviewing materials for completion, accuracy, errors and omissions.
  • Prioritize and perform multiple tasks simultaneously. Manage interruptions appropriately and return to incomplete tasks.
  • Use Microsoft Word, Excel and Outlook to complete daily tasks.
  • Adhere to a work schedule of Monday through Friday, 8 a.m. to 5 p.m.
  • Travel to the L&I Everett and Bellingham service locations to provide coverage as needed and to attend training.

 Who should apply?
Customer service professionals with two (2) years of experience working in an office setting with the ability to communicate in both English and Spanish. We seek your proven ability to perform in an unpredictable and fast-paced environment, provide support and assistance to customers in person, over the phone and via email. For this Bilingual Spanish position, you must be able to pass a verbal and written exam.
 
Here's what we're looking for:
  • A professional who is outgoing and passionate in assisting customers.
  • High school diploma or equivalent.
  • Two years of experience working in an office setting, utilizing computer/word processing programs, multi line phone systems, providing direct customer service and clerical/office support is desired.
  • One year of cash handling experience.
  • Previous experience providing customer-centered actions/customer service, listening attentively, identifying issues, providing options, resolving complaints etc.
  • Demonstrated effective written and verbal communication to varied audiences.
  • Ability to maintain and understand confidential information.
  • Ability to work as part of a team, collaborative with meeting productivity standards, deadlines, and making effective use of work time.

The application process requires that you include a cover letter clearly addressing the section of job announcement titled: "Who Should Apply - What we are looking for", and a resume to be including in your application package.
 
Carefully review the duties, qualifications, skills and abilities to identify if you possess the necessary experience to be competitive for this position before applying. Your ability to follow the application instructions and demonstrate your experience is critical to be given further consideration.

If you have specific questions regarding this position, please contact Christine Dominguez at 360-902-5241 or email at domc235@lni.wa.gov.



 

Supplemental Information

This job announcement may be used to fill multiple vacancies. Application review starts immediately and the hiring authority reserves the right to offer the job at any time. It's to your advantage to apply quickly.
 
Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.
 
Prior to any new hire into L&I, a background check, including criminal record history, will be conducted.
 
To apply, follow the "Apply" link above
Jobs advertised as Open Continuous will be closed without notice. Apply quickly!
 
We're looking for evidence that you have what we're looking for. Your application materials will be used for deciding who'll be selected for interview.
 
For more information about the Department of Labor & Industries visit: http://www.lni.wa.gov/
OR
Contact us at: Jobs@Lni.wa.gov
 
L&I strives to attract and retain a high-performing and diverse workforce in which our differences are respected and valued to better meet the needs of the diverse customers we serve. L&I fosters an inclusive environment that promotes safety, collaboration, flexibility and fairness so that all employees can participate and contribute to their full potential.
 
This position is represented by the Washington Federation of State Employees (WFSE).  That means that, as a condition of employment, no later than the 30th day following the beginning of your employment, you must pay the WFSE either membership dues, a representation fee or, for bona fide religious non-associators an amount equal to dues to be used in a program within the union in harmony with the employee's conscience.
 
Persons with a disability, who need assistance in the application process, or those needing this announcement in an alternative format, may call (360) 902-5700. Applicants that are deaf or hard of hearing may call through the Washington Relay Service at 7-1-1.
 
The State of Washington is an Equal Opportunity Employer

 

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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.

We understand that your life revolves around more than just your career and that your priority is making sure that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

 
Read about our benefits:
 
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work. Check with the agency human resource office for specific benefit information.

Insurance Benefits
 
Employees and families are covered by medical (including vision), dental and basic life insurance.  There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.  Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts.  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website.
 
Retirement and Deferred Compensation
 
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.
 
Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
 
Vacation (Annual Leave)
 
You begin accruing vacation starting your first month of employment. Since we value your loyalty, the amount of vacation you can accrue increases the longer you work with us. Washington State supports members of the armed forces with 21 days paid military leave per year. Vacation accrues for full-time employees per WAC 357-31-165.
 
Holidays
 
Full-time employees are entitled to eleven* paid holidays:
 
HOLIDAY
DATE
 
New Year's Day
January 1
 
Martin Luther King, Jr's birthday
Third Monday in January
 
Presidents' Day
Third Monday in February
 
Memorial Day
Last Monday in May
 
Independence Day
July 4
 
Labor Day
First Monday in September
 
Veterans' Day
November 11
 
Thanksgiving Day
Fourth Thursday in November & Friday after
 
Christmas Day
December 25
 
Personal Holiday
Employee's selection each calendar year

*Employees who are members of certain Unions are entitled to an additional personal leave day of their choice. Please refer to specific Collective Bargaining Agreements for more information.
 
Social Security
 
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
 
Sick Leave
 
Full-time employees earn eight hours of sick leave per month. Paid sick leave may be used for reasons included in WAC 357-31-130.
 
Please visit the State HR Website for more detailed information.

01
Are you an L&I employee?
  • Yes
  • No
02
You will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Do you possess Spanish and English abilities to write and speak both fluently?
  • Yes
  • No
03
Please tell us about your experience translating documents from English to Spanish and Spanish to English. Additionally, we would like to know about your experience and understanding of translating and Interpreting Spanish and English.
04
Describe your customer service experience. What was the environment, business, type of service you provided, was it in person, over the phone, and or by correspondence? Provide any other information that will help assess your experience, skills and abilities in this area.
05
Do you possess work experience providing customer service over the telephone and to a volume of customers?
  • Yes
  • No
06
If yes, describe your experience answering telephones; how many lines, the size of the office, how many calls you received in an average day, what type of information did you provide, what was the average length of each call and any other information that would be helpful in assessing your experience answering a multi-line telephone system.
07
Do you have cash handling work experience?
  • Yes
  • No
08
If yes, describe the types of transactions, for example; cash, check, and or credit card payments. Did you maintain an allotment of funds? Provide any other information that would be helpful in assessing your cash handling experience.
09
Choose the answer below that best describes your experience with basic computer skills, including use of e-mail, word processing, accessing the Internet and conducting research.
  • BEGINNER - Limited experience. I have the ability and willingness to learn.
  • INTERMEDIATE - Successfully perform these functions intermittently.
  • SKILLED - Successfully perform these functions daily.
  • ADVANCED - Recognized by others for abilities to perform these functions. Could assist others with training of these functions.
10
Tell us about your experience using a computer to perform your job. What programs and or software have you used and for what purposes?
11
To be considered for this opportunity you are required to attach a Letter of Interest that concisely describes how you meet the qualifications listed in "Who Should Apply - What we are looking for". Have you attached your Letter of Interest?
  • Yes
  • No
12
To be considered for this opportunity you are required to attach a Resume. Have you attached your Resume?
  • Yes
  • No

* Required Question

Employer
State of Washington

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