As a member of the Tukwila Field Office Customer Service Program team you’ll provide direct service to walk in and call in customers of all agency programs. You’ll serve as a liaison between the customer and the agency; resolving customer service related complaints; responding to questions about agency programs and how to access agency services and act as a bilingual interpreter for our Spanish speaking customers. You‘ll use your knowledge of computer programs, websites and other references to assist customers with use and completion of agency pamphlets, forms, websites, and other business. Some of what you will do
Deliver direct services to telephone and walk-in customers. Promptly answer phones and assisting customers by providing agency information and directions guiding them in accessing services.
Serve as liaison between local customers (injured workers, employers, providers) and claims management section in actions involving claims.
Process licensing and registration applications, screen applications for completeness and accept or deny for processing in established methods.
Collect fees, record transactions and issue license or registration. In all money transactions, adhere to established cash management procedures, reconciliation and documentation.
Provide technical support to internal program staff.
Provide Spanish interpretation services for our customers.
Provide Spanish translation of wage complaints.
Who should apply
Professionals with a minimum of two years of recent experience working in an office setting providing direct customer service and clerical/office support and who are capable of interpreting and translating English and Spanish effectively. What we are looking for
Patient professionals with exceptional customer service skills with proven ability to effectively handle complex or difficult situations.
Strong communicator both verbal and written able to defuse and address customer conflicts and complaints; the ability to speak and write fluent Spanish and English.
Accurate and detailed.
Answer multi-line telephone system, take messages, transfer calls and assist customers.
Excel in fast paced work environment, able to deal quickly with rapidly changing situations and priorities.
Proficient in using Microsoft Word, Access, Email and the Internet.
This job announcement may be used to fill multiple vacancies Employees driving on state business must have a valid driver’s license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle. Prior to any new appointment into L&I a background check, including criminal record history, will be conducted. To apply, follow the "Apply" link above Only complete applications will be considered. Be sure to answer all supplemental questions.
We’re looking for evidence that you have the skills, experience, and abilities indicated in this announcement. Information you provide will be used for deciding who'll be selected for the next step in our process.
For more information about the Department of Labor & Industries visit: http://www.lni.wa.gov/
Contact us at: Jobs@LNI.wa.gov Persons with a disability, who need assistance in the application process, or those needing this announcement in an alternative format, may call (360) 902-9152. Applicants that are deaf or hard of hearing may call through the Washington Relay Service at 7-1-1.
The State of Washington is an Equal Opportunity Employer
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