Customer Service Specialist CSS3 - Bilingual (Russian)
State of Washington, Everett, WA, United States
Customer Service Specialist 3 (Css3)
Our mission: Keep Washington safe and working!
Our values: Customer focus, one L&I, respect, diversity, equity and inclusion, learning and growth, reliability.
Note***This position is a full-time position with 5% pay increase for bilingual skills.
The assigned duty station for this position is Everett, Washington. The expected time spent in-office will be Monday through Friday with one telework day. Based on business needs telework days may change.
Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? Are you fluent in speaking and writing Russian?
If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington's workforce safe and thriving!
We're looking for a Customer Service Specialist 3 (CSS3) who's not just about assisting customers, you're someone who excels at problem-solving, de-escalating tough situations, and making sure every customer gets the help they need.
Reporting to the Customer Service Specialist 4 (CSS4), this position is a member of the Customer Service Program (CSP) and serves as a bilingual Russian senior Customer Service Specialist (CSS) mentoring and training staff, handling complex cross-agency customer problems that are beyond the scope of the CSS1 and CSS2 classifications.
Under the direction of the CSS4 and Customer Service Manager (CSM), the CSS3 mentors and trains Customer Service Program staff within the region, including all regional offices, to ensure consistency and accuracy among the CSP line staff. In aspects of customer relations and problem resolution, the CSS3 consults with CSP staff on multi-dimensional process/procedure problems and provides ongoing training, coaching, and mentoring. The CSS3 is responsible for accomplishing more complex tasks that are generally out of the scope of a CSS2.
The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems for both English and Russian speaking customers, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes. Assists customers in English and Russian with opening of accounts, payment of assessed fees or on accounts, payment agreements, and collection of money.
This position supports and contributes to the economic well-being and safety of Washington's workers.
All CSS3 positions are required to provide coverage and/or training to other offices within or outside the Region on an as needed basis to meet business and/or customer needs.
Let's make Washington safer, together. We can't wait to see how you'll contribute to our team!
Why you'll love this role:
Make an impact: You'll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding.
Mentorship opportunities: As a CSS3, you'll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!
Dynamic & fast-paced: This is no ordinary desk job! You'll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
Growth & development: We're committed to your growth! You'll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency.
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 team leader, you'll:
Lead & mentor: As a senior member of the team, you'll be guiding and mentoring Customer Service Specialists 1 and 2. You'll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
Solve complex problems: Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you'll be the expert in handling tricky situations with ease.
Train CSS staff: You'll monitor training needs for all CSP staff and provide additional training as needed. Motivate and encourages CSS staff to meet and exceed performance goals.
Bilingual: Provide exceptional customer service in both Russian 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.
De-escalate & resolve: Using your excellent communication skills, you'll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
Guide with knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
Assist customers: From registration and payments to complex claims and account issues, you'll ensure that customers receive the help they need, promptly and professionally.
Step in when needed: You'll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained. Also, you'll provide support and act as backup to the CSS4.
Required qualifications:
High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR
One year of experience as a Customer Service Specialist 2.
OR
Equivalent education/experience.
AND
Bilingual: You must be fluent in both Russian and English (reading, writing, and speaking). We don't use translation software, so your skills will shine in this role!
Must possess a valid unrestricted driver license.
In addition:
Problem-solving skills: You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
Strong communication: You're a master at explaining complex policies and procedures, verbally or in writing, in a way that's easy to understand, even in the most challenging situations.
Tech-savvy: Comfort with various systems and applications is key. You'll be using digital tools to track, resolve, and manage customer interactions and data.
The ability to take action to meet the needs of others.
The ability to take action to learn and grow.
Desired qualifications:
Cash handling experience: If you've managed money in a customer service role, we'd love to hear about it.
Training/coaching experience: Experience in mentoring or training staff is a big plus.
A passion for helping others: If you're someone who finds joy in making a real difference in people's lives, this is the job for you!
Our mission: Keep Washington safe and working!
Our values: Customer focus, one L&I, respect, diversity, equity and inclusion, learning and growth, reliability.
Note***This position is a full-time position with 5% pay increase for bilingual skills.
The assigned duty station for this position is Everett, Washington. The expected time spent in-office will be Monday through Friday with one telework day. Based on business needs telework days may change.
Are you passionate about delivering excellent customer service and making a positive impact? Do you thrive in dynamic environments where you can mentor others and solve complex problems? Are you fluent in speaking and writing Russian?
If so, this is your chance to join the Customer Service Program (CSP) and play a key role in keeping Washington's workforce safe and thriving!
We're looking for a Customer Service Specialist 3 (CSS3) who's not just about assisting customers, you're someone who excels at problem-solving, de-escalating tough situations, and making sure every customer gets the help they need.
Reporting to the Customer Service Specialist 4 (CSS4), this position is a member of the Customer Service Program (CSP) and serves as a bilingual Russian senior Customer Service Specialist (CSS) mentoring and training staff, handling complex cross-agency customer problems that are beyond the scope of the CSS1 and CSS2 classifications.
Under the direction of the CSS4 and Customer Service Manager (CSM), the CSS3 mentors and trains Customer Service Program staff within the region, including all regional offices, to ensure consistency and accuracy among the CSP line staff. In aspects of customer relations and problem resolution, the CSS3 consults with CSP staff on multi-dimensional process/procedure problems and provides ongoing training, coaching, and mentoring. The CSS3 is responsible for accomplishing more complex tasks that are generally out of the scope of a CSS2.
The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems for both English and Russian speaking customers, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes. Assists customers in English and Russian with opening of accounts, payment of assessed fees or on accounts, payment agreements, and collection of money.
This position supports and contributes to the economic well-being and safety of Washington's workers.
All CSS3 positions are required to provide coverage and/or training to other offices within or outside the Region on an as needed basis to meet business and/or customer needs.
Let's make Washington safer, together. We can't wait to see how you'll contribute to our team!
Why you'll love this role:
Make an impact: You'll be solving complex problems and helping our fellow Washingtonians navigate the system with ease. Knowing that your work contributes directly to the safety and well-being of workers is incredibly rewarding.
Mentorship opportunities: As a CSS3, you'll be the go-to expert, mentoring and training other customer service specialists across multiple offices. Share your knowledge, shape future leaders, and foster a supportive environment!
Dynamic & fast-paced: This is no ordinary desk job! You'll be handling a variety of customer issues, including resolving conflicts, managing tough situations, and providing answers to inquiries about L&I and other government programs.
Growth & development: We're committed to your growth! You'll have opportunities to enhance your leadership skills, learn new programs, and advance within our agency.
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 team leader, you'll:
Lead & mentor: As a senior member of the team, you'll be guiding and mentoring Customer Service Specialists 1 and 2. You'll be providing hands-on training, resolving complex issues, and ensuring smooth communication across all Customer Service Program teams.
Solve complex problems: Whether it's working with contractors, interpreting policies, or addressing multi-agency concerns, you'll be the expert in handling tricky situations with ease.
Train CSS staff: You'll monitor training needs for all CSP staff and provide additional training as needed. Motivate and encourages CSS staff to meet and exceed performance goals.
Bilingual: Provide exceptional customer service in both Russian 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.
De-escalate & resolve: Using your excellent communication skills, you'll manage customer conflicts, offering calm, reasoned solutions to frustrated or upset individuals.
Guide with knowledge: Apply your deep understanding of policies, regulations, and procedures to help customers and fellow staff. Your guidance will make all the difference in delivering accurate, timely, and effective service.
Assist customers: From registration and payments to complex claims and account issues, you'll ensure that customers receive the help they need, promptly and professionally.
Step in when needed: You'll act as a backup for the Office Manager in their absence, ensuring operations continue smoothly and that service levels are maintained. Also, you'll provide support and act as backup to the CSS4.
Required qualifications:
High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR
One year of experience as a Customer Service Specialist 2.
OR
Equivalent education/experience.
AND
Bilingual: You must be fluent in both Russian and English (reading, writing, and speaking). We don't use translation software, so your skills will shine in this role!
Must possess a valid unrestricted driver license.
In addition:
Problem-solving skills: You thrive in fast-paced environments, can quickly identify gaps, and find solutions that benefit both the customer and the agency.
Strong communication: You're a master at explaining complex policies and procedures, verbally or in writing, in a way that's easy to understand, even in the most challenging situations.
Tech-savvy: Comfort with various systems and applications is key. You'll be using digital tools to track, resolve, and manage customer interactions and data.
The ability to take action to meet the needs of others.
The ability to take action to learn and grow.
Desired qualifications:
Cash handling experience: If you've managed money in a customer service role, we'd love to hear about it.
Training/coaching experience: Experience in mentoring or training staff is a big plus.
A passion for helping others: If you're someone who finds joy in making a real difference in people's lives, this is the job for you!