Customer Service Specialist 2

• Industrial insurance (workers' compensation).
• Safety citations under the Washington Industrial Safety and Health Act (WISHA).
• Employer Premiums (Tax Assessment or Classification).

Reporting to a Legal Assistant 4, independently resolves customer service inquiries and complaints, or when necessary, directs the customer to the appropriate agency personnel for resolution.  This position serves as a backup for the Customer Service Specialist 3 (receptionist).  Duties include, but are not limited to:

• Answering and routing incoming telephone calls that are not routed through the automated system.
• Providing assistance and problem resolution to customers (primarily via phone and email) by providing information regarding BIIA processes, policies, and procedures.  For complex issues, seeks guidance from Customer Service Specialist 3 or forwards call to appropriate staff for resolution. 
• Coordinating and updating Zoom events with judges, assistants, and court reporters.
• Assisting the New Appeals Unit and enters information in the case management system.
• Greeting visitors in the event of an in-person proceeding, ensuring they sign in, etc.

Required Qualifications:

• High school graduation or equivalent and two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems OR equivalent education/experience.

• Pleasant, patient, compassionate, courteous, respectful, with ability to listen, and professional in all interactions.

• Provide highest quality customer service at all times.

• Accuracy/attention to detail.

• Experience with answering multi-line phones, assisting 50+ callers a day, transferring callers, and taking messages.

• Proficient with Microsoft Outlook and Word.

• Ability to learn agency-specific case management system.

• Maintain a high level of confidentiality at all times.

• Multi-task, prioritize workload, and effectively manage time.

• Operate general office equipment.

• Prompt, dependable, and ability to work 8 a.m. - 5 p.m., Monday through Friday

• Accountability - Takes responsibility for own actions and can be relied upon to achieve excellent results with little oversight.
• Adaptability to Changing Needs/Flexibility - Embraces changing business needs and adapts approach, goals, and methods to achieve success.
• Customer Focus - Builds and maintains internal and external customer satisfaction with the services offered by the organization.
• Diversity and Inclusion - Recognizes the value of cultural, ethnic, gender and other individual differences.  Understands differences in and responds appropriately to others.
• Effective Respectful Communications - In a respectful manner, conveys clear messages that are effective in communicating information and ideas with others.
• Ethics and Integrity - Earns trust, respect, and confidence of coworkers and customers through honesty, candor, and professionalism in all interactions.
• Relationship Building - Builds constructive working relationships characterized by a high level of teamwork, cooperation, and mutual regard.
• Safety Focus - Adhere to all workplace safety laws, regulations, standards and practices.

Statewide Equity Competencies

• The ability to take action to learn and grow:  Takes responsibility for knowing their own strengths and weaknesses and uses their learning to make government programs and processes more efficient and effective to serve all in Washington.
• The ability to take action to meet the needs of others:  Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Benefits
This position includes medical, dental, life insurance, long-term disability, retirement, deferred compensation, flexible spending account, dependent care assistance, paid time off (sick leave, vacation leave, personal holiday, personal leave day), 11 paid holidays, and an Employee Assistance Program. Tuition Reimbursement is available for eligible employees subject to guidelines and funding. You can find more information about benefits at Benefits - careers.wa.gov.

Notes

• The official duty station is the Olympia Office; however, remote work is an option.  The position is required to work in the Olympia Office on occasion (in the event of an in-person proceeding or to attend meetings or training).  The successful candidate must reside in Washington state upon hire.
• The work schedule is Monday - Friday, 8am - 5pm.
• This position is included in the bargaining unit represented by the Washington Federation of State Employees.
• This recruitment may be used to fill other positions within 60 days of this position being filled.

• A cover letter addressing the qualifications for this position
• A current resume
• A list of at least three professional references