L&I Customer Service Specialist 4

Customer Service Specialist 4

Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

Job Highlights

As the Customer Service Specialist 4 for the Prevailing Wage Program,you'll serve as the supervisor for the Prevailing Wage Program's customer service unit and handles complex customer problems that are beyond the scope of the Customer Service Specialist levels. This position supervises the day-to-day work activities, monitors workload and staff performance, trains new staff, provides instruction/guidance to internal and external customers and stakeholders and manages problems within the unit.

In this role, you'll act as a liaison to other departments, agencies, and consult with appropriate management regarding customer service requirements. This position independently conducts routine investigations, or assists technical specialists with investigations, research and other activities in accordance with the prevailing wage laws enforced by the program.

Some of what you'll do:

• Supervise the 8 Customer Service Specialist 2 positions within the program
• Establish office procedures, standards, priorities, goals, and deadlines for the Customer Service unit
• Develop, train, and implement customer service procedures and work methods;
• Review individual and unit work for compliance with program policies, procedures, and goals
• Conduct annual performance evaluations and recommend corrective and/or disciplinary actions
• Recruit, recommend selection of candidates, and hire program Customer Service staff
• Provide information to customers regarding the certification process, denial process and the status of Intents and Affidavits certification; and responsibilities under RCW 39.12
• Research and provide assistance to Customer Service Specialists staff when customer issues require a higher level of experience, knowledge, and skills
• Consult with Prevailing Wage technical specialists and program staff on complex multidimensional process/procedure problems
• Provide information to customers on how to ensure contractors are registered in the Contractor Registration Information System (CRIS), apprentices are registered in the Apprenticeship Registration & Tracking System (ARTS), and on the PWIA system to file Intents and Affidavits
• Communicate with customers via phone to handle complex issues involving interpretation of laws, regulations, policies, and procedures, including non-English speaking customers using language translation services.

Required:

• High school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
• OR
• One year of experience as a Customer Service Specialist 3
• OR
• Equivalent education/experience
• AND:

  •The ability to take action to learn and grow.

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

  Desired:

  • Two years of experience providing clerical or customer service support
  • The ability to multi-task in a professional fast-paced, high call-volume work environment
  • Previous experience working with statutes and regulations and explaining them in a way customers can understand
  • The ability to interpret complex laws, rules, and regulations
  • The ability to analyze issues involving public works projects
  • The ability to prepare written documents, organize facts, arguments, and conclusions in a clear and logical sequence
  • The ability to gather, preserve, and present relevant and pertinent evidence
  • The ability to exercise mature judgment within a wide variety of public contacts

  Things You Need To Know

  To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

  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.

  This position is eligible for a flexible/hybrid work schedule at the discretion of the program manager. 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.

  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

• 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.

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.

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