L&I Customer Service Specialist 4
State of WashingtonAbout the role
Posting number: 2026-05699
Department: Dept. of Labor & Industries
Division: Division of Labor Standards- Prevailing Wage
Job classification: CUSTOMER SERVICE SPECIALIST 4
Posting type: Open & Promotional
Categories: Customer Service
Summary
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
Job Highlights
As the Customer Service Specialist 4 for the Prevailing Wage Program, you’ll serve as the supervisor for the Prevailing Wage Program’s customer service unit and handles complex customer problems that are beyond the scope of the Customer Service Specialist levels. This position supervises the day-to-day work activities, monitors workload and staff performance, trains new staff, provides instruction/guidance to internal and external customers and stakeholders and manages problems within the unit.
In this role, you’ll act as a liaison to other departments, agencies, and consult with appropriate management regarding customer service requirements. This position independently conducts routine investigations, or assists technical specialists with investigations, research and other activities in accordance with the prevailing wage laws enforced by the program.
Examples of duties
Some of what you’ll do:
- Supervise the 8 Customer Service Specialist 2 positions within the program
- Establish office procedures, standards, priorities, goals, and deadlines for the Customer Service unit
- Develop, train, and implement customer service procedures and work methods;
- Review individual and unit work for compliance with program policies, procedures, and goals
- Conduct annual performance evaluations and recommend corrective and/or disciplinary actions
- Recruit, recommend selection of candidates, and hire program Customer Service staff
- Provide information to customers regarding the certification process, denial process and the status of Intents and Affidavits certification; andresponsibilities under RCW 39.12
- Research and provide assistance to Customer Service Specialists staff when customer issues require a higher level of experience, knowledge, and skills
- Consult with Prevailing Wage technical specialists and program staff on complex multidimensional process/procedure problems
- Provide information to customers on how to ensure contractors are registered in the Contractor Registration Information System (CRIS), apprentices are registered in the Apprenticeship Registration & Tracking System (ARTS), and on the PWIA system to file Intents and Affidavits
- Communicate with customers via phone to handle complex issues involving interpretation of laws, regulations, policies, and procedures, including non-English speaking customers using language translation services.
Qualifications
Required:
- High school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
- One year of experience as a Customer Service Specialist 3
OR
- Equivalent education/experience
AND:
•The ability to take action to learn and grow.
•The ability to take action to meet the needs of others.
Desired:
- Two years of experience providing clerical or customer service support
- The ability to multi-task in a professional fast-paced, high call-volume work environment
- Previous experience working with statutes and regulations and explaining them in a way customers can understand
- The ability to interpret complex laws, rules, and regulations
- The ability to analyze issues involving public works projects
- The ability to prepare written documents, organize facts, arguments, and conclusions in a clear and logical sequence
- The ability to gather, preserve, and present relevant and pertinent evidence
- The ability to exercise mature judgment within a wide variety of public contacts
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. L&I also offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement pac
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