L&I Customer Service Specialist Lead/Trainer (CSS3) - Internal L&I only

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

Please Note: This recruitment opportunity is for INTERNAL L&I staff only.

Are you passionate about helping people and making a real impact in your community? Do you thrive in a fast-paced environment where every call is a chance to make a difference? If so, L&I wants you to be a key player on our LISTENS Hotline Team !

Were seeking an internal candidate who thrives on innovation and proactive problem-solvingsomeone whos not afraid to think outside the box and take initiative. This role calls for a dependable, approachable leader who can adapt quickly, step in where needed, and confidently navigate a fast-paced, ever-changing environment.

In this exciting role within the Web and Communication Services division, you'll be at the frontline of our mission to Keep Washington safe and working. Lead and train a team of customer service specialists to provide vital support to Washington's workers, employers, and medical providers by delivering accurate, timely, and compassionate customer service over the phone.

This position is an in-office position in our Tumwater (HQ), WA location.

Some of what youll do:

• Responsible for providing complete training to all new employees in a classroom or virtual setting
• Act as a liaison between staff and supervisors.
• Mentor and coach new and existing customer service staff in aspects of client/customer relations, problem resolution & phone protocol.
• Provide tandem phone (sync headsets) training to all new employees; listen and assist them with questions as they receive inbound calls and help them provide the correct answer(s) to the caller.
• Provide performance feedback to the supervisor on training issues/concerns, quality and timeliness of work performed by team members.
• Use the Avaya Call Management (CMS) system to monitor call volume & call duration, offering assistance to staff that appears to be in need of coaching.
• Back up the other CSS3 Lead, review hotline coverage during low staffing periods, and adjust lunch/break schedules as needed to maintain a maximum level of staff on phones during peak call times.
• Delivers direct services to external and internal customers by answering incoming calls received in OIA presented by an automated call distribution system by providing customers with agency information and directions to guide them in accessing L&I services, mainly for workers.
• Respond to daily emails received from both internal and external customers in the Find-A-Doc and Claims Web mail inquiries.
• And much more!

Required:

• 5 or more years of providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

• An Associates degree AND three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

• A Bachelors degree AND one year of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

Desired:

• Customer Service: Skilled at providing customer service. Listen attentively, identify issues, provide options, fulfill services, and/or exercise knowledge of laws and regulations to assist others and/or resolve complaints or conflicts.
• Experience in answering a high volume of incoming telephone calls: Use professional phone etiquette while answering multi-line telephones, taking messages, transferring calls, and otherwise assisting others over the phone.
• Ability to coach, mentor and train new and existing staff to ensure success and unit cohesion.

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 employees 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.

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 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 . 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.

Other information

• 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&Is ... .

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 agencys 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 .... 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 the ... .