L&I Customer Service Specialist 2
State of Washington
FreshPosted Jan 21
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Posted: January 21, 2026 (1 day ago)
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L&I Customer Service Specialist 2 (Spanish Bilingual)
State of Washington
Dept. of Labor & Industries
Location
Washington, 98504
Salary
$43,980 - $58,584
per year
Type
Full Time
More Other jobs →Closes
February 5, 2026More State jobs →
SES Pay Grade
Base salary range: $147,649 - $221,900
Typical requirements: Executive-level leadership experience. Senior executive qualifications required.
Note: Actual salary includes locality pay (15-40%+ depending on location).
Job Description
Summary
This job involves helping people over the phone and email with questions about labor laws, workplace rights, and complaints in the Washington State Department of Labor & Industries, with a focus on supporting Spanish-speaking customers.
You'll explain rules, refer issues to experts, and handle paperwork like mailing forms.
It's a great fit for someone with customer service experience who speaks fluent Spanish and enjoys solving problems in a team setting.
Key Requirements
- High school diploma or equivalent and two years of experience providing assistance to clients on inquiries, complaints, or problems
- One year of experience as a Customer Service Specialist 1
- Equivalent education/experience totaling two years, such as call center, customer service, or clerical office work
- Fluency in speaking, reading, and writing Spanish to interpret and translate for customers
- Ability to pass a bilingual assessment for Spanish proficiency
- Proficiency in using computer systems like Complaint Activity Tracking System (CATS), Excel, Atlas, and L&I Industrial Insurance System (LINIIS)
- Strong communication skills for explaining laws, policies, and procedures to customers
Full Job Description
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
When hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.
Job Highlights
The Department of Labor and Industries’ mission is to keep Washington safe and working.
As a customer service specialist, you’ll directly support the mission by acting as a liaison between internal/external customers and program/agency, explaining Employment Standards policies, procedures, laws and processes, and more.
In this role, you’ll need to be able to communicate fluently with Spanish speaking customers.
Requirements
Some of what you’ll do:
Provide direct service to telephonic customers resolving the problem by interpreting laws, policies, and procedures or referring the customer to the proper agent/agency for further assistance.
This includes coordinating and participating in calls with non-English speaking customers using Language Line.
- Due to the need of Spanish interpretation/translation, must fluently speak, read, and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents.
Qualifications
Required:
- High school diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR
- One year of experience as a Customer Service Specialist 1
OR
- Equivalent education/experience totaling two years.
Note: Equivalent education/experience can be substituted year for year of education in the following areas:
- Call center experience
- Experience handling customer inquiries, complaints, and complications.
- Customer service experience
- Clerical office experience
- Due to the need of Spanish interpretation/translation, must fluently speak, read, and write Spanish to act as the bilingual interpreter/translator for Spanish speaking customers and interpreting complex Spanish language complaints and other documents.
AND
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Desired:
- Previous experience working with statutes and regulations and explaining them in a way customers can understand.
- Public sector experience
- Call center experience
- Working with upset customers and experience with de-escalating customers
Additional 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 package at the end of the employee’s career. Click on the “Benefits” tab to learn more.
At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.
For this position, telework is permitted part time after training or with supervisor approval during training. The assigned duty station for this position is Tumwater, Washington.
For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.
To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.
Application process
We will contact the top candidates directly to interview for this position.
Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.
Please include the following documents with your application:
- A cover letter describing specific qualifications.
- A current resume detailing applicable experience and education.
- A list of at least three professional references with current telephone numbers.
Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter.
If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page atHiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice
Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other information
- For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
- This position is represented by the Washington Federation of State Employees (WFSE).
- Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
- Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
- Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment. Assessments are proctored remotely via Zoom or Microsoft Teams.
The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9.
The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
Did You Know?
Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters.
We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Veterans Preference
Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs.
Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s Jobs@lni.wa.gov.
Diversity, Equity, and Inclusion Employer
L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission.
Having a diverse workforce is this agency’s greatest resource of strength and knowledge.
It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.
We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer.
Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700.
TTY users should first call 711 to access the Washington Relay Service.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
For more Information
If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine (she/her/hers).
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