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. Within the Department of Labor & Industries, Web and Communication Services Division, this position furthers the agency's mission to “keep Washington safe and working” by providing excellent customer service to Washington customers on the Agency General line. This position explains agency policies, procedures and processes. This position reviews documents, informs customers of their rights and responsibilities, and provides the Revised Code of Washington (RCW) and the Washington Administrative Code (WAC) information. This position acts as a liaison between the customer and the agency. It resolves customer service-related complaints, responds to questions about agency programs, and explains how to access agency services, by utilizing their knowledge of computer programs, websites, and other references to assist customers. Duties Some of what you’ll do:Respond promptly to the high volume of inbound customer telephone calls to the Agency General line and direct/transfer the calls to the appropriate unit or program. Use effective listening, telephone techniques and interpersonal communication. Process the incoming faxes and route them immediately to the appropriate unit/program. Ensure that the proper claim number is on the faxes and look up the claim number if one is not available. Prepare injured worker packets and other materials needed for the unit including mailing upon request. At times covering the CC 1 in the rotunda for breaks and lunches. Greet guests both internal and external as they enter the building and direct them to the correct area depending on their needs. Respond to daily emails received from internal customers. Attend staff meetings. And much more! Qualifications Required:High school diploma or equivalent. One (1) year of customer service experience. AND - Required Equity Competencies:The ability to take action to learn and grow. The ability to take action to meet the needs of others. Desired: Demonstration of Position-Specific Skills and Abilities. (For a full list, please ask for the Position Description Form (PDF) from the recruiter at the bottom of this announcement.