Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.
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Washington is America’s Top State according to U.S. News (2019) and we provide one of the most competitive benefits packages in the nation. Here at the Department of Labor & Industries (L&I), we believe that your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington’s 3 million workers.
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This opportunity is a full time Russian Bilingual permanent position. In addition to the base salary, the selected incumbent will receive 5% assignment pay for bilingual duties.
Are you looking for a position that supports and contributes to the economic well-being and safety of Washington’s workers? Here’s your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Labor & Industries has an opening in Tacoma for a Customer Service Specialist 2 (CSS2 Bilingual-Russian), which might be just what you are looking for!
As a CSS2 Bilingual-Russian and Region 3 team member, you will share equally in the responsibility for providing direct service to customers of all agency programs, walk-ins, phone and email inquiries, and internal staff requests. You will be the liaison between our customers and the agency. This employee will communicate and assist customers in both English and Russian regarding claims, employer services, employment standards, contractor registration, and other areas within the field. Through the resolution of complaints, providing access to agency benefit programs, licensing and regulations information, assisting customers with payments and accounts you will directly affect our agency mission, and provide meaningful work to the department.
In this job, you will explain agency policies, procedures, and processes; review documents, accept funds, and complete transactions to provide licenses, registrations, permits, and payments on accounts, and other government services.
Customers often are unfamiliar with the issues that bring them to our agency and providing service with patience, understanding, and clear explanation of what we can do for them is a requirement to putting our agency on the map to meeting our vision for Washington’s employees and injured workers. We are seeking someone with excellent communication skills, attention to detail, an ability to interact with the public, and a heart for customer service.
Duties
Some of what you’ll do
Be the first point of contact; inform customers of their rights and responsibilities; respond to questions about agency programs and how to access agency services via telephone, email and in person.
Resolve complaints. Apply listening, interpersonal skills and interviewing techniques to defuse hostile clients.
Assist customers with licenses, registrations, permits and other government services.
Accept payments and complete financial transactions accurately.
Provide excellent customer service to internal and external customers.
Work in a strong team atmosphere, share information and utilize your group to problem solve.
Provide exceptional customer service; proven ability to listen attentively, recognize and identify issues, provide options and fulfill services.
Perform data entry and use multiple computer applications simultaneously. Enter information, update databases and utilize the Internet as a resource.
Process cash, check, debit and credit card transactions accurately.
Speak with upset, confused, demanding and difficult customers in a professional and courteous manner.
Clearly express complex information using language appropriate for the customer.
Acute attention to detail when reviewing materials for completion, accuracy, errors and omissions.
Prioritize and perform multiple tasks simultaneously. Manage interruptions appropriately and return to incomplete tasks.
Use Microsoft Word, Excel and Outlook to complete daily tasks.
Adhere to a work schedule of Monday through Friday, 8 a.m. to 5 p.m.
Ability to travel occasionally to other office locations to provide coverage and to attend training.
Qualifications
Who should apply?
Bilingual Skills in Russian/English – the ability to read, write, translate and converse with fluency in both Russian and English.
High School diploma or equivalent.
Two years of experience providing direct customer service
Demonstration of L&I core competencies as well as position-specific skills & abilities.
Supplemental Information
Application process:
Consideration will be given to complete applications. In addition to your complete application, the process requires that you include the following. Please attach while in the online application process.
Cover Letter
Resume
List of three professional references
Other Information:
Prior to appointment, a background check that includes a criminal record history review, will be conducted. In addition, positions requiring travel must have a valid unrestricted driver’s license.
This position is represented by the Washington Federation of State Employees (WFSE).
If driving a privately owned vehicle on state business, must be insured.
Candidates who are offered a job with L&I must possess work authorization which 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 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.
This recruitment may be used to fill multiple positions.
Applicants wishing to claim Veterans Preference should attach 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 to their application. Please blackout any personally identifiable data such as social security numbers. For further information please contact us at: [email protected].
Diversity, Equity, and Inclusion Employer
Here at Labor and Industries our employees come from all walks of life as do we. 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 mission of the agency. 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 on how we can 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 assistance 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 April Sharp at [email protected].
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