Customer Service Specialist 3 (Two Positions)

$40,716 - $54,204/Yr

State of Washington - Olympia, WA

Full-time - Entry Level

Remote - Olympia, WA

Executive, Legislative, and Other General Government Support

About the position

The Customer Service Specialist 3 positions at the Washington State Liquor and Cannabis Board (WSLCB) are responsible for providing exceptional customer service by educating licensees and potential licensees on liquor and cannabis laws. These roles involve independently performing various customer service duties, utilizing complex problem-solving skills, and ensuring timely and accurate information is communicated to stakeholders. The positions also include training and mentoring lower-level customer service specialists and maintaining accurate records and reports.

Responsibilities

• Answer phone and email questions from the public about retail and nonretail liquor, cannabis, vapor, and tobacco licenses.
• Independently interpret complex laws, rules, policies, and procedures for the public.
• Work in the Department of Revenue/Business Licensing Services partner system to validate information on liquor and cannabis licensing.
• Respond to complex requests for information, refunds, and troubleshooting from various communication channels.
• Maintain understanding of recent law, rule, and policy changes to provide accurate information.
• Process and issue complex Special Occasions and Local Wine Industry Association Licenses and other liquor permits.
• Verify license application information with the Department of Revenue and process incoming fees.
• Work with local jurisdictions to ensure accurate information sharing across agencies.
• Coordinate training and cross-training opportunities for peers and staff.

Requirements

• Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• An Associate's degree and one (1) year of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• A Bachelor's degree.

Benefits

• Comprehensive benefits package including Medical/Dental/Vision, Long Term Disability, Life Insurance.
• Paid Vacation, Leave, and Holidays.
• Tuition Waiver for state universities/colleges.
• Tuition reimbursement for career development courses.
• Training and career development programs including online courses.
• Healthy work/life balance with flexible work schedules and telework opportunities.
• Employee Assistance Program for health and well-being.
• Generous wellness program with reimbursements for fitness activities.
• Onsite exercise facility at WSLCB Headquarters in Olympia.
• Infants at Work Program for new parents.
• Free parking.