Customer Service Specialist CSS3 - Bilingual (Russian)

Our Mission:Keep Washington Safe and Working!

Our Values:Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

Note***This position is a full-time position with 5% pay increase for bilingual skills.

The assigned duty station for this position is Everett, Washington.

The expected time spent in-office will be Monday through Friday with one telework day. Based on business needs telework days may change.

Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? Are you fluent in speaking and writing Russian?

If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington’s workforce safe and thriving!

We’re looking for a Customer Service Specialist 3 (CSS3)who’s not just about assisting customers, you’re someone who excels at problem-solving, de-escalating tough situations, and making sure every customer gets the help they need.

Reporting to the Customer Service Specialist 4 (CSS4), this position is a member of the Customer Service Program (CSP) and serves as a bilingual Russian senior Customer Service Specialist (CSS) mentoring and training staff, handling complex cross-agency customer problems that are beyond the scope of the CSS1 and CSS2 classifications.

Under the direction of the CSS4 and Customer Service Manager (CSM), the CSS3 mentors and trains Customer Service Program staff within the region, including all regional offices, to ensure consistency and accuracy among the CSP line staff. In aspects of customer relations and problem resolution, the CSS3 consults with CSP staff on multi-dimensional process/procedure problems and provides ongoing training, coaching, and mentoring. The CSS3 is responsible for accomplishing more complex tasks that are generally out of the scope of a CSS2.

The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems for both English and Russian speaking customers, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes. Assists customers in English and Russian with opening of accounts, payment of assessed fees or on accounts, payment agreements, and collection of money.

This position supports and contributes to the economic well-being and safety of Washington’s workers.

All CSS3 positions are required to provide coverage and/or training to other offices within or outside the Region on an as needed basis to meet business and/or customer needs.

Let’s make Washington safer, together. We can’t wait to see how you’ll contribute to our team!

Why You’ll Love This Role:

• Make an Impact: You’ll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding.
• Mentorship Opportunities: As a CSS3, you’ll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!
• Dynamic & Fast-Paced: This is no ordinary desk job! You’ll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
• Growth & Development: We’re committed to your growth! You’ll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency.

What you’ll be doing:

Get ready for a role where every day brings new challenges and opportunities to make a real impact! As a team leader, you’ll:

• Lead & Mentor: As a senior member of the team, you’ll be guiding and mentoring Customer Service Specialists 1 and 2. You’ll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
• Solve Complex Problems: Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you’ll be the expert in handling tricky situations with ease.

• Train CSS staff: You’llmonitor training needs for all CSP staff and provide additional training as needed. Motivate and encourages CSS staff to meet and exceed performance goals.

• Bilingual:Provide exceptional customer service in both Russian and English at the front counter, on the phone, and online. You’ll be the go-to person for questions about L&I services and other state programs.

• De-escalate & Resolve: Using your excellent communication skills, you’ll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
• Guide with Knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
• Assist Customers: From registration and payments to complex claims and account issues, you’ll ensure that customers receive the help they need, promptly and professionally.
• Step In When Needed: You’ll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained. Also, you’ll provide support and act as backup to the CSS4.

Required Qualifications

High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

One year of experience as a Customer Service Specialist 2.

OR

Equivalent education/experience.

AND

• Bilingual: You must be fluent in both Russian and English (reading, writing, and speaking). We don’t use translation software, so your skills will shine in this role!
• Must possess a valid unrestricted driver license.

In Addition:

• Problem-Solving Skills: You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
• Strong Communication: You’re a master at explaining complex policies and procedures, verbally or in writing, in a way that’s easy to understand, even in the most challenging situations.
• Tech-Savvy: Comfort with various systems and applications is key. You’ll be using digital tools to track, resolve, and manage customer interactions and data.
• The ability to take action to meet the needs of others.

• The ability to take action to learn and grow.

Desired Qualifications

• Cash Handling Experience: If you’ve managed money in a customer service role, we’d love to hear about it.
• Training/Coaching Experience: Experience in mentoring or training staff is a big plus.
• A Passion for Helping Others: If you’re someone who finds joy in making a real difference in people's lives, this is the job for you!

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 thisbrief video and learn more about why L&I is an employer of choice.

The perks of the job:

• Flexible Work: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
• Comprehensive Benefits: Health insurance, paid time off, and a robust retirement plan.
• A Supportive Team: Join a team that’s committed to making a difference. We work together to overcome challenges and celebrate success.
• Professional Growth: Take advantage of ongoing learning opportunities, career development programs, and potential for internal promotions.

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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:

1. Acover letter Tell us why you’re excited about this role and how you meet the qualifications.
2. A currentresume Share your experience and education that make you the perfect fit.
3. A list of at least three professional references with current contact information.

We’ll be reviewing applications soon, so don’t miss your chance to join this incredible team!

Please do not attach or place any medical 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 atHiring 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:

• Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.
• 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 bytheWashington 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 isAmerica'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.

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’sJobs@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.

For more information

If you have any questions regarding this job posting, program, or the agency, please contact Elena Emery atemee235@lni.wa.gov