Customer Service Specialist 2 (Non-Permanent) - Bilingual (Spanish) Preferred

The Washington State Office of Administrative Hearings provides independent and neutral forums for resolving disputes between the public and government agencies. The Customer Service Specialist 2 provides direct customer service, explains OAH processes, assists callers and agencies, and supports access to administrative hearings and related digital tools. The role may also provide written and verbal customer service in Spanish.

Responsibilities:

• Act as the first point of contact for callers contacting OAH and help them to understand and access OAH services
• Remain professional, empathetic, and neutral while handling a high volume of inquiries
• De-escalate difficult interactions using active listening and calm communication
• Respond to calls, emails, and other contacts within established timelines, protocols, and performance standards
• Resolve inquiries, issues, and related problems for individuals within proper scope of authority, achieving first-contact resolution whenever possible
• Provide accurate, plain-language explanations of OAH processes and hearing requirements
• Receive requests by phone and email and route them to the appropriate OAH staff
• Record case notes on all actions and interactions that relate to specific docket(s) in the case management system (PRISM), and complete required surveys
• Support ALJs, including but not limited to, assisting with call-backs, coverage requests, and other communication as needed
• Provide guidance and assistance for OAH digital tools, such as the OAH Participant Portal, public website, online forms, secure email, and other online OAH resources and services
• Provide guidance on external digital tools, such as Secure Access Washington (SAW), referring agency portals, and other external online resources and services
• The Bilingual CSS2 assists the agency’s Spanish speaking customers and provides customer service (both written and verbally) in Spanish. This includes, but is not limited to, translating written documents for customers as directed by supervisor, and completing calls backs and requests for interpretation of orders

Requirements:

• Qualifications:

• Option 1: Four (4) years of experience providing assistance to customers regarding inquiries, complaints or problems.
• Option 2: An Associate's degree AND two (2) years of experience providing assistance to customers regarding inquiries, complaints or problems.
• Option 3: A Bachelor's degree.
• If applying as a bilingual candidate, you must also be able to read, write, speak, and comprehend in both English and Spanish

• Preferred Knowledge, Skills, and Abilities:

• Proficiency in Microsoft Excel, Word, and Outlook.
• Experience answering telephones in a high call volume environment.
• Experience working in a legal environment with demonstrated knowledge of legal concepts and the ability to convey them concisely to others.
• Demonstrated ability to read, write, speak, and comprehend in both English and Spanish

• Statewide Equity Competencies:

• Take action to learn and grow: Curious about self and others. Takes responsibility for knowing own strengths and weaknesses. Uses their learning to make government programs and processes more efficient and effective to serve all of Washington.

• **Take action to meet the needs of others:**Flexible, adaptable, and customer service focused. Willing and able to empathetically respond to the unique needs of the people they work with and serve.

  OAH Core Competencies:

  • Accountability and dependability: Takes responsibility for actions and work quality. Meets deadlines, maintains accuracy, and works independently.
  • Adaptability and flexibility: Adjusts to change and feedback, learns from experience, and seeks continuous improvement.
  • Attention to detail: Ensures accuracy and thoroughness in work. Carefully reviews output to avoid errors.
  • Communication effectiveness: Clearly conveys and receives information through speaking and writing and adapts to the audience.
  • Ethics and integrity: Acts honestly, maintains confidentiality, follows rules, and responsibly and appropriately uses public resources.
  • Relationship and team building: Develops and fosters trust, respect, and collaboration to support team members and team goals. Resolves disagreements constructively.
  • Self-awareness and commitment to growth: Recognizes personal biases and how they impact communication and decisions. Seeks growth through reflection and learning

• Position-Specific Competencies:

• **Active listening skills:**Listens attentively, asks clarifying questions, confirms understanding, and responds with empathy.
• Analytical: Identifies key information, analyzes and verifies data, and applies appropriate solutions based on guidelines.
• **Customer focus:**Provides services that meet or exceed customer expectations.
• **Dual language:**Reads, writes, and speaks fluently a language other than English. Translates, interprets, and/or communicates effectively.
• **Initiative:**Proactively addresses tasks and problems with sound judgment and minimal supervision.
• **Interpersonal effectiveness:**Builds positive relationships and works effectively with diverse perspectives and teams.
• **Knowledge retention:**Effectively learns, retains, and applies new or updated information and procedures.
• **Organization:**Maintains a structured and orderly approach to managing tasks, information, and materials to ensure efficiency, accuracy, and timely completion of work. Efficiently maintains accurate records and effectively manages documents and schedules.
• **Prioritization:**Organizes tasks effectively to handle competing demands and ensure timely results.
• **Proofreading:**Consistently identifies and corrects grammar, spelling, and punctuation errors. Ensures content accuracy and clarity.
• **Reliable attendance:**Maintains consistent attendance with minimal unplanned absences.
• **Stress tolerance:**Remains calm and effective under pressure or in difficult situations
• **Tact and diplomacy:**Handles sensitive situations respectfully, reducing conflict and maintaining relationships.
• **Technology effectiveness:**Uses technology accurately and effectively for communication, documentation, and workload management. Uses state-owned technology resources appropriately and ethically.
• **Workload management:**Handles tasks efficiently and independently, maintaining high-quality output