Salary : $43,980.00 - $58,584.00 Annually Location : Pierce County - Tacoma, WA Job Type: Full Time - Permanent Job Number: 2025-05401 Department: Dept. of Labor & Industries Division: Region 3 Opening Date: 08/06/2025 Closing Date: 8/20/2025 11:59 PM Pacific Description Our Mission: Keep Washington Safe and Working! Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability At Labor & Industries (L&I), we're on a mission to support the safety and well-being of Washington's workers. And guess what? We need YOU to be a part of that mission! If you're someone who enjoys making a positive impact, solving problems, and helping others, then our Customer Service Specialist 2 - Bilingual (Spanish) role is just the opportunity you've been looking for! ***This position is a full-time position with flexible work options plus 5% pay increase for bilingual skills. Note***The assigned duty station for this position is Tacoma, Washington. The expected time spent in-office will be Monday through Friday with one telework day. Based on business needs telework days may change. If you're ready to take on an exciting role that combines customer service, problem-solving, and making an impact on Washington's workforce, we'd love to hear from you! Apply now and let's get started on this journey together!What's in it for YOU?
- Make a Difference: Your work will contribute to the safety, economic well-being, and success of Washington's workers. Your role will directly impact real people!
- Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.
- Competitive Pay: Your bilingual skills matter, and we reward them with a 5% increase in pay!
- Generous Benefits: From medical coverage to retirement plans, we've got you covered. Plus, enjoy generous vacation time to recharge and grow.
- Great Team Culture: We believe in diversity, respect, and creating a workplace where everyone's voice is heard. Join a team that's passionate about service and learning!
- Opportunity for Growth: Whether it's mastering new programs or advancing your career, we'll provide ongoing training and development opportunities.
Duties 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 key part of our team, you'll:
- Provide exceptional customer service in both Spanish 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.
- Help customers navigate complex processes by explaining rules, procedures, and eligibility requirements clearly and with empathy.
- Assist with things like processing contractor registrations and licensing applications, helping customers purchase electrical or elevator permits, acting as a crucial liaison between injured workers, employers, attorneys, and claims management teams, processing wage complaints, and more. You'll help resolve complaints and ensure that everyone gets the best service possible.
- You'll process payments, ensure proper data entry, and manage financial transactions with care and accuracy.
- Utilize telephonic interpretive services to assist customers with limited English proficiency, making sure everyone has equal access to vital resources.
- Work closely with internal staff, legal representatives, and various agencies to provide top-tier assistance and guidance on claims, pensions, and employment rights.
- Be a key player in the mission of L&I by resolving issues, improving processes, and contributing to a culture of excellent service.
- You will have the opportunity to visit and support various offices throughout the region wherever additional assistance is required.
Qualifications What we're looking for: Required Qualifications:
- Bilingual: You must be fluent in both Spanish and English (reading, writing, and speaking). We don't use translation software, so your skills will shine in this role!
- Experience: At least 4 years of customer service experience (or 2 years with an Associate's degree). If you have a Bachelor's degree, that's a plus!
- Must possess a valid unrestricted driver license.
Desired Qualifications:
- Communication Skills: You can communicate effectively, making even complex information easy to understand.
- Customer-Centered: You're passionate about helping people and creating positive experiences. You'll thrive in a fast-paced environment where every day brings new challenges and opportunities.
- Tech-Savvy: You'll use multiple systems, so being comfortable with technology is essential.
- 1 year of cash handling experience
- High school diploma or equivalent
Supplemental Information 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. 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 3.8 million workers. Take a look at this and learn more about why L&I is an employer of choice. 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 mandatory and desirable qualifications described in the announcement. Please include the following documents with your application:
A cover letter showcasing your qualifications and enthusiasm for the role. A current resume detailing applicable experience and education. 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 information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, 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:
- 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 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. 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 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-###-####. 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 at ...@lni.wa.gov More than Just a Paycheck! Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation. We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs. Read about our benefits: The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time. Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits. Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state. Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs. Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses. Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction. The Washington State Employee Assistance Program promotes the health and well-being of employees. Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site. Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options. Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system. Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program. Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year. Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information. Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave. Sick Leave Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday. Vacation (Annual Leave) Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave. Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday. As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165. Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave. Military Leave Washington State supports members of the armed forces with 21 days paid military leave per year. Bereavement Leave Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave. Additional Leave Leave Sharing Family and Medical Leave Act (FMLA) Leave Without Pay Please visit the State HR Website for more detailed information regarding benefits. Updated 07-21-2025 01 How did you learn of this employment opportunity?
- WorkSource Center or Website (WorkSourceWA.com)
- L&I Talent Management Consultant
- L&I Employee
- Professional/Personal Network
- Monster
- College/University Website/Career Fair
- LinkedIn
- Facebook
- Verg
- Craigslist
- Indeed
- Twitter
- Job Fair (Military)
- Career Fair
- EHS Careers
- American Industrial Hygiene Association (AIHA)
- Radio Advertisement
- Newspaper/Magazine
- L&I Website
- Other
02 If you indicated Other please specify where you heard about this position. 03 Will you now or in the future require sponsorship for an immigration-related employment benefit?
04 PLEASE READ THE BELOW AND TYPE YOUR INITIALS IN RESPONSE TO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THESE STATEMENTS. • I will NOT attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If I do, I understand that it will be rejected and I may be provided an opportunity to apply again without including my confidential health information, while the posting is still open and applications are being accepted. • I understand that my vaccination status is not needed. • I will not share my medical information (vaccination status included) with hiring managers or interview panels. 05 Which of the following experience do you possess?
- Equivalent experience (at least 4 years) providing assistance to clients/customers regarding inquiries, complaints or problems.
- An Associate's degree AND two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
- A Bachelor's degree
- None of these apply to me
06 Do you possess a valid Driver's License?
07 Do you have experience explaining policies, or rules to customers?
08 Do you have one year of cash-handling experience?
09 Do you have experience entering data into software applications?
10 Choose the answer below that best describes your experience with basic computer skills, including use of e-mail, word processing, and Internet access:
- BEGINNER - Limited experience working with these programs, but willing to learn.
- INTERMEDIATE - Knowledgeable and skilled with these programs through on the job use and training.
- SKILLED - Successfully utilize these programs on a daily basis.
- ADVANCED - Successfully utilize these programs on a daily basis. Recognized by others for exceptional abilities to utilize these programs. Can you assist others with training of these programs?
11 Do you have the ability to speak, read and write in both English and Spanish?
12 Please tell us about your experience translating documents and interpreting from English to Spanish and Spanish to English. 13 If selected for this position, you will be expected to come into the office (your duty station) 4 (four) days a week between Monday and Friday or cover in another office within the same region occasionally depending on business needs. Are you willing and able to comply with this expectation?
14 To be considered for this opportunity we require you to attached current Resume and Cover Letter. Have you attached both documents?
Required Question