Job Summary:

This Spanish speaking position is a member of the Customer Service team at the Bellevue Service location, providing direct service to customers of all agency programs, to both walk-ins and over the phone in English and Spanish as needed. You are responsible for understanding and applying applicable laws, regulations and processes, providing access to agency benefit programs, licensing, and answering general questions pertaining to employment standards.

The Customer Service Specialist 2 (Spanish bilingual) will:

• Promptly answer phones and assist counter customers by providing agency information and directions.
• Explain agency policies, procedures, laws and processes; informs customers of their rights and responsibilities.
• Act as a liaison between customer and agency; resolving customer service related complaints.
• Respond to questions about agency programs and how to access agency services.
• Assist customers with use/completion of agency pamphlets, forms, etc.
• Process licensing and registration applications.
• Assess and collect correct fees, adhering to established cash management procedures.
• Complete accurate data entry in both the cash management system and applicable computer systems.
• Provides support to internal program staff.
  
  
  

Preferred Qualifications:

High school graduate or equivalent and two years experience using customer service skills (addressing customer inquiries, complaints, or disputes) in a business setting.

Skills and Abilities:

• Speak fluently in both English and Spanish language
• Honest, forthright, courteous, and professional in all interactions
• Use a computer moving between programs to enter and update accurate data into a computer data base.
• Skilled at customer service; listen and identify issues, provide options, fulfill services and resolve complaints.
• Coordinate and share information, make decisions, arrange for services, and implement solutions to problems.
• Serve and assist upset, confused, and at times, difficult customers.
• Respond to difficult, stressful or sensitive interpersonal situations.
• Answer multi-line telephones, taking messages, transferring calls and assisting customers
• Prioritize and organize multiple assignments.
• Review written and verbal information and recognize and correct deficiencies, errors and omissions.
• Accept and process cash payments, following fiscal guidelines, regulations, and standards.
• Maintain highest levels of 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. This position requires bilingual skill, you will be required to demonstrate proficiency through testing.

It is to your advantage to provide us with a complete application package, which consists of all the requested items below:

1. Fill out this version of the L&I Employment Application.
2. Include a letter of interest describing how you meet the qualification, skills and abilities for this position.
3. Submit a resume (optional).

Submit your application materials 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