Customer Service Specialist 2 (Non-Permanent)

Full Job Description

WSLCB Vision
Safe communities for Washington State.

Mission
Promote public safety, public health, and trust through fair administration, education and enforcement of liquor, tobacco, cannabis, and vapor laws.

This position is currently eligible to telework. This position is required to work in the office at least 2 days a week. This may change based on business needs.

Who we are

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws.

We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve.

We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs.

As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is looking to fill a Customer Service Specialist 2 (CSS2) position in Olympia, WA.

This position is non-permanent and expected to last through December 31, 2027.

As a Customer Service Specialist 2, you will be a key resource for licensees, applicants, and stakeholders seeking clear, accurate guidance on liquor and cannabis laws.

You’ll serve as a primary point of contact for the agency, helping ensure legal, responsible, and safe business practices across the state.

In this position, you’ll independently manage a variety of administrative and customer service responsibilities, from preparing correspondence and maintaining essential records to developing meeting materials and tracking legal file progress.

Your attention to detail and reliability will help keep the Licensing Division running smoothly and efficiently.

You will collaborate daily with colleagues across the division, the agency, and other state partners, applying established procedures and sound judgment to resolve issues and support the WSLCB’s mission.

This is an opportunity to contribute to meaningful public service while growing your skills in a dynamic, mission-driven environment!

WSLCB provides a modern work environment and excellent benefits including:

• A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)
• Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
• Training and career development programs (including online courses and LinkedIn Learning)
• A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
• Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees
• Generous wellness program (we offer reimbursements for certain fitness related activities)
• Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)

Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development.

Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.

• Free parking

Requirements

Some of the duties you will perform are:

• Accepting, processing and issuing Special Occasions liquor licenses and endorsements, permits, alcohol warehouse approvals, licenses for duplicate locations, and Farmer’s Market authorizations, providing clear direction to applicants and interpreting complex laws, rules and procedures.
• Processing discontinued business requests.
• Processes license renewals.
• Receives and processes certified letters and protest letters.
• Processes general requests and updates to licensee information.
• Processes responses from local authorities from Cities/Counties related to approvals on liquor & cannabis licenses.
• Independently reviews and approves liquor licensees’ requests for physical location changes and license type modifications.
• Independently interpret complex rules, policies, and procedures for the public, consulting with CSS3s or agency experts and redirecting inquiries when needed.
• Works in DOR/BLS partner system to validate information on liquor and cannabis licensing for internal & external customer inquiries.
• Independently respond to requests for information, refunds, and troubleshooting that come from 12 email addresses, calls from the main line, and a line reserved for enforcement officers.
• Maintain understanding of recent law, rule, and policy changes to provide accurate information and interpretation of new developments in the agency.
• Other duties as assigned.

Qualifications

Required Qualifications:

Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

An Associate’s degree or higher.

Required Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use 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

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the candidate needed for this or other roles.

Additional Information

Completed online application.Current Resume.Letter of Interest describing how you meet the specific qualifications for the position.Three professional references to include a current or recent supervisor with email addresses and phone numbers.**A resume will not substitute for completing the "work experience" section of the application.The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions.

Responses not supported in your application will disqualify you for consideration of employment from this recruitment.Prior to a new hire, a background check including criminal record history will be conducted.

Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.OtherApplicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds.

Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.

You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1720.

For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.