L&I CUSTOMER SERVICE SPECIALIST 3

Posting number: 2026-06376

Department: Dept. of Labor & Industries

Division: CSCPS - Customer Service

Job classification: CUSTOMER SERVICE SPECIALIST 3

Posting type: Open & Promotional

Categories: Customer Service, Research

Summary

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

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? 

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.

If you’re an experienced customer service leader with a passion for mentoring others and solving problems, this is your opportunity to shine. 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. We invest in your success.

Work-Life Balance: Depending on business needs, you may be eligible for telework or flexible schedule options after your probation period.

Examples of 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 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.
• 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.

Qualifications

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

Required Equity Competencies:

• The abil