LCD Customer Service Specialist 2: Olympia/Telework in

Summary

LCD Customer Service Specialist 2: Olympia/Telework

State of Washington Employment Security Department Posted on 2022-11-18

Salary	$36,288 – $46,980 a year
Location	Remote in Washington State
Type	Full-time

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Job Description

Description

Customer Service Specialist 2

Leave and Care Division

Olympia/Telework

Our ideal candidate will be someone that has a positive, can-do attitude, and enjoys working as part of a team. They will be able to adjust and adapt to varying directives, have a keen attention to detail, and be comfortable with technology. They will be an outgoing, people-person that demonstrates patience, kindness, and empathy, and an active listener able to offer compassion in difficult situations while maintaining a professional demeanor.

As one of our Customer Service Specialist, you will be a member of the Customer Care Team Unit and report to the Customer Response Team Supervisor. You will support Leave and Care efforts by responding to a large volume of claimant calls and providing excellent customer service, acting as a liaison between clients/customers and agency, and identifying customers’ needs, clarify information, research issues, and provide solutions in a professional, courteous, and timely manner.

Note: We are hiring for multiple positions and the review, selection and interview scheduling process will be ongoing beginning Monday, November 28th with an anticipated start date of January 16, 2023.

Duties

Your primary job duties will be providing excellent customer service on a large volume of inbound and outbound customer contacts via phone. You will receive and respond to routine and complex phone inquiries from claimants and/or their representatives, including, employers and businesses, other public programs, and healthcare providers. You will clarify issues, research, locate, and provide information and answers, and alternative solutions.

What a typical day looks like:

• Implement solutions; escalate unresolved problems and communicate results to the customer.
• Explain Paid Family Medical Leave program requirements, eligibility criteria, and services available.
• Assist claimants with the process of applying for Paid Family and Medical Leave benefits.
• Communicate effectively in person, via telephone and in writing.
• Act as liaison between clients/customers and agency.
• Documenting all actions for each case into the appropriate automated computer system.
• Refer customers to mandatory and optional services and other agencies as required.

Request the full job description from the recruiter.

Qualifications

Required:
The qualified candidate will have one (1) or more of the following experiences and/or education such as experience providing assistance to clients/customers regarding inquiries, complaints or problems.

• A combination of education and/or relevant experience equivalent to four (4) years.

OR

• A Bachelor’s degree.

Additional Requirement of Employment:

• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• Per Gov. Inslee’s Directive 22-13.1, (Download PDF reader), employees and volunteers of the Washington State Employment Security Department (ESD) must be fully vaccinated against COVID-19. A person is considered fully vaccinated two weeks after the final dose of an authorized COVID-19 vaccine series. As a condition of employment, ESD employees and volunteers are required to provide proof of vaccination before starting work. A medical or religious exemption may be requested for accommodation.

Please submit your Cover Letter and Resume with your Online Application through the « Add Attachments » field. A resume will not substitute for the « work experience » section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as « see attachments » may be considered incomplete.

Supplemental Information

Our agency »s mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Collaboration, Diversity, Equity, Inclusion, Innovation, and Integrity, Investing in our people and Service with kindness. We understand that a work environment that respects your work/life balance is key, that »s why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value and trust our employees are empowered to grow and develop into their best self.

Opportunity for All
The Employment Security Department is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson or 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. Auxiliary aids and services are available upon request to individuals with disabilities. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960.

Company description:

Whether it »s helping a vulnerable child, making highways safer or restoring salmon habitat, the work that we do matters to the people of Washington. We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Washington. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with Washington State.