Description

Job Highlights

We’re looking for a highly motivated self-directed Customer Service Specialist. As the Customer Service Specialist for the Factory Assembled Structure (FAS) Program, you’ll provide customer service to internal and external customers. This position supports public safety by providing customers with information on permit requirements for manufactured home alterations, installation requirement and consumer complaints. You will explain agency policies, procedures, law and processes by acting as a liaison between customers and the agency, and resolving customer service related complaints. You will use knowledge of agency policies and procedures to assist customers with completion of agency pamphlets and forms. You will also assist customers with opening accounts, payment of assessed fees on accounts and also with collection of money.

In this position, you will also supports public safety by providing customers with information about agency requirements for modular building, commercial, concession and medical trailers, recreational vehicles, park model RV’s and temporary worker housing. You will respond to questions about agency programs and how to access agency services, by using knowledge of agency policies and procedures to assist customers.

Duties

Some of what you’ll do:

• 
  Direct interaction with internal and external customers by answering incoming calls and routing customers to appropriate personnel.
• Process applications and certification renewals.
• Maintain the programs Mailboxes and respond via email or phone call to customer inquiries.
• Open, date stamp, record and distribute incoming mail.
• Verify what fees have been paid and that the fees have been properly processed.
• Process new and renewal Installer certifications and maintain accuracy of Installer database by adding and updating entries for certified contractors.
• Prepare and send correspondence to the customer, retrieve, refile and archive files, take inventory of and order supplies as needed.
• And much more!

Qualifications

Required:

High School diploma or equivalent

Ability to type 40 WPM (net), and skilled in use of Outlook, Word, Excel, PowerPoint, Access and the ability to learn program specific applications.

Possession of Labor & Industries Core Competencies.

• Safety, Customer-Centered Actions, Treats Others with Respect and Courtesy, Accountability and Dependability, Judgement and Problem Solving, Maintain Confidentiality

Position Competencies.

• Customer Service Skills
  • Skilled at providing customer service and at using professional phone etiquette.
• Verbal Communication
  • Express ideas and information using language hat is appropriate.
• Telephone Etiquette
  • Use professional phone etiquette to answer multi-line phones, take messages, transfer calls and assist customers over the phone.
• Ability to Work with Difficult people
  • Speak clearly with the ability to effectively communicate with and assist upset, confused, demanding, or otherwise difficult clients, customers, offenders, or consumers.
• Workload Management
  • Effectively organize multiple assignments and produce work products that are accurate, thorough, and timely.
• Multiple Computer Programs
  • Ability to access and move between multiple computer programs.
• Maintain Confidentiality
  • Ability to maintain the highest levels of confidentiality at all times.
• Multi-tasking
  • Ability to prioritize and perform tasks, handle interruptions appropriately and return to the incomplete tasks.
• Attention to Detail
  • Ability to review written or verbal information for the purpose of recognizing and correcting deficiencies, errors, omissions, etc.
• Handling Cash
  • Ability to verify payments and provide receipts in person, or via mail/email.
• Coordinating
  • Ability to coordinate with others inside or outside of the organization to share information, make decisions, arrange for services or other assistance, and/or implement solutions to problems or complaints.

Desired:

Two years of experience in customer service skills

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.

Per Governor Inslee’s Directive 22-13.1, state employees must be fully vaccinated effective November 4, 2022. Providing proof of being fully vaccinated is a condition of employment and your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact Angela Laramie (she/her/hers) at lari235@lni.wa.gov or April Sharp (she/her/hers) at elib235@lni.wa.gov if you need information on medical or religious accommodation.

To help you maintain a proper work-life balance, teleworking is one of the work schedule options. L&I also offers flexible custom work schedules. For this position, telework is dependent upon business needs and supervisor approval. The assigned duty station for this position is Tumwater, Washington.

For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

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 mandatory and desirable qualifications described in the announcement.

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 do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, 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.

Other information

• A job offer is contingent upon completion of a background check that includes a criminal record review.
• 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.

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 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 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.

If you have any questions regarding this announcement, program, or the agency please contact Angela Laramie at lari235@lni.wa.gov or April Sharp at elib235@lni.wa.gov.