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29 Jul 2022

Full-Time Customer Service Specialist 3

wslcbjobs@lcb.wa.gov – Posted by wslcbjobs@lcb.wa.gov Olympia, Washington, United States

Job Description

WSLCB Vision
Safe communities for Washington State.

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

This recruitment is open until filled. First review of applications will be August 11, 2022. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

This position is currently eligible to telework. This position is required to work in the office at least 3 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 and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. At the WSLCB we pride ourselves on creating the “wow” factor in everything we do. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance. We strive to be a great place to work by fostering a safe, open, inclusive and healthy work environment. We want to ensure that our organization is as diverse and inclusive as our great State of Washington.

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.

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is announcing an exciting opportunity for a Customer Service Specialist 3 position at Olympia, WA. This position reports directly to the Licensing Specialist Supervisor in the WSLCB’s Licensing and Regulation Division. The position serves and complements the WSLCB’s mission and goals by educating licensees and future licensees on liquor and cannabis laws. Customer service is the first point of contact for questions in the agency and it is our duty to ensure timely and accurate information is given to our licensees or potential licensees to promote legal and safe alcohol and cannabis sales while providing accurate information to our stakeholders to ensure public safety.

This position trains and mentor’s customer service specialist twos (CSS2’s) as well as cross trains with other CSS3’s to ensure a wide range of coverage on a number of diverse and complex duties including verifying information and issuing a number of liquor licenses, endorsements, and permits, as well as cannabis endorsements.

If you have an interest in independently performing various customer service duties using problem-solving skills in an accurate, timely, and reliable fashion with a focus on process improvement, we encourage you to apply to be a part of the WSLCB team!
WSLCB provides a modern work environment and excellent benefits including:

  • Training and career development programs
  • Tuition reimbursement
  • Flexible work schedules
  • Telecommuting opportunities
  • Generous wellness program
  • Onsite exercise facility
  • Active and engaging diversity program
  • Infant at Work program
  • Organization’s commitment to your personal health and well-being.
  • Work/life balance
  • Free parking
  • A comprehensive benefits package

Duties:

Some of the duties you will perform are:

  • Answer phone and email questions from the public about questions related to retail and nonretail liquor, cannabis, vapor and tobacco licenses.
  • Independently interpret complex laws & rules, policies and procedures for the public. Redirect calls to, or consult with other agency experts as needed.
  • Work in Department of Revenue (DOR)/Business Licensing Services (BLS) partner system to approve or validate information on liquor and cannabis licensing for internal & external customer inquiries.
  • Independently respond to complex requests for information, refunds, and troubleshooting that come from 12 email addresses, the fax machine, 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. Train co-workers, as necessary to meet these goals.
  • Accept, process and issue complex Special Occasions and Local Wine Industry Association Licenses, complex liquor permits, added liquor and cannabis endorsements, alcohol warehouse approvals, licenses for duplicate locations, and Farmer’s Market authorizations; provide clear direction to applicants and interpret complex laws, rules and procedures.
  • Receive and verify license application information with Department of Revenue. Verify and process incoming renewal fees and new application fees.
  • Process refunds and work with Department of Revenue /Business Licensing Services on NSF transactions.
  • Work with Business Licensing Services at Department of Revenue and local jurisdictions (cities and county officials) to ensure that information shared across agencies is accurate.
  • Work with the Department of Health when issuing medical cannabis endorsements to make sure that requirements from both agencies are met prior to issuing the endorsement.
  • Independently work directly with liquor licensees to review and approve physical changes and license type changes to already approved locations.
  • Work with the training unit to coordinate training and cross training opportunities for peers and lower level staff.

Qualifications:

Required Qualifications:

Experience for required qualifications can be gained through various combinations of formal professional employment and educational experience. See below for how you may qualify.

Option 1: 

Five (5) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

Option 2: 

An Associate’s degree.

AND

Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

Option 3:

A Bachelor’s degree.

AND

One (1) year of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

 

How to Apply

HOW TO APPLY Completed online application at the link below:
State of Washington Job Opportunities | Work that Matters (governmentjobs.com)  

Job Types: Full-Time. Salaries: 40,000 - 60,000.

Job expires in 81 days.

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