Job Summary:

Reporting to the Office Manager, this position is a member of the Yakima Field Office Customer Service Program team and provides direct service to walk in and call in customers of all agency programs.

The Customer Service Specialist 2 will:

• Interpret and apply knowledge of laws, regulations, and processes for resolution in response to customer inquiries and/or concerns.
• Refer customers to appropriate organization(s) when issues are not under the agency’s jurisdiction.
• Explain agency policies, procedures, laws, and processing practices for the various departmental programs.
• Act as liaison between department's claims units and local medical offices.
• Conduct initial fact finding on customer issues.
• Correlate and complete fiscal transmittal and adhere to proper cash control procedures.
• Use electronic systems to complete and record customer service duties.
• Provide forms, pamphlets and other materials to public upon request and assist in completion of forms if necessary.
  
  
  

Preferred Qualifications:

High school diploma or equivalent and two years experience providing customer service in an office setting

Skills and Abilities:

• Provide highest quality customer service at all times.
• Strong verbal, written and interpersonal communication skills.
• Resolve and respond to difficult situations in a professional manner.
• Diffuse and address customer conflicts and complaints with tact and diplomacy.
• Honesty and forthright in all interactions.
• Work in a cooperative team focused environment, coordinating with others to implement solutions.
• Type 50 WPM accounting for errors.
• Use Microsoft Word, Access, and Excel.
• Access and move between multiple computer programs to search for or enter/update information.
• Skilled in use of ten-key by touch.
• Strong organization and multi tasking skills.
• Follow fiscal guidelines, regulations, principles and standards.
• Answer multi-line telephones, take messages, transfer calls and assist customers.
• Prioritize and organize multiple assignments.
• Review written information and recognize and correct deficiencies, errors and omissions.
• Maintain confidentiality at all times.
  
  
  
  

Special Note:

• Prior to any new appointment into L&I, a background check, including criminal record history, will be conducted.
• 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.

Application Process:

We are looking for evidence that you have the skills and abilities required for this job. The information you provide will be used to decide who will be selected for the next step in the process.

1. Fill out the L&I Employment Application.
2. Include a detailed letter of interest describing how you meet the qualification, skills and abilities for this position.  We are most interested in the following areas:        
   
   

• Give examples of your customer service skills experience, resolve and respond to difficult situations.
• Speak to your typing and ten-key skills and working knowledge of Word, Access, and Excel.
  

Submit your completed Labor & Industries Job Application form and detailed letter of interest by July 24, 2008 using one of the following methods:

NOTE: We are unable to accept .ZIP attachments.

Some locations where you may access computer terminals:

• Work Source Centers
  (See locations at: http://www.wa.gov/esd/work/localconnections.htm)
• Public libraries
  (See locations at: http://wlo.statelib.wa.gov/libsearch.cfm)
• Department of Personnel, 600 S. Franklin, Olympia, Washington
  

As a condition of employment the successful candidate accepting this position will be required to comply with the Union Security clause contained in the Collective Bargaining Agreement between the State of Washington and the Washington Federation of State Employees or the Coalition.

Persons with a disability, who need assistance in the application or assessment process, or those needing this announcement in an alternative format, may call (360) 902-9152. 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