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24 Jan 2024

Full-Time Customer Service Specialist 3 (Two Positions)

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

Job Description

Customer Service Specialist 3 (Two Positions)

Salary

$39,528.00 – $52,620.00 Annually

Location

Thurston County – Olympia, WA

Job Type

Various Job Types

Remote Employment

Flexible/Hybrid

Job Number

2023-00460416-13730

Department

Liquor and Cannabis Board

Division

Licensing and Regulations

Opening Date

01/24/2024

Closing Date

Continuous

Description

 

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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 February 7th, 2024, please submit an application on or before February 6th, 2024. 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.

** Please Note: This is for one permanent position and one Non-permanent position, expecting to last for about 6 months until approximately July 31st 2024.**

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. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

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.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion NetworkVeteran Employee Resource GroupLatino Leadership NetworkBlacks United in Leadership and DiversityDisability Inclusion NetworkWashington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is looking to fill two Customer Service Specialist 3 (CSS3) positions at Olympia, WA. One of these positions is permanent and the other is non-permanent expecting to last about 6 months.  These positions report to the Customer Service Supervisor in the WSLCB’s Licensing and Regulation Division. These positions serve and complement 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.

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 WLSCB team!
WSLCB provides a modern work environment and excellent benefits including:

  • A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
  • Paid Vacation, Leave, and Holidays
  • Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis – all or a portion of the tuition/fees may be waived for state employees)
  • Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)
  • Training and career development programs (including online courses and LinkedIn Learning)
  • A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)
  • Employee Assistance Program – confidential program created to promote the health, safety and well-being of public service employees
  • Generous wellness program (we offer reimbursements for certain fitness related activities)
  • Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)
  • Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work.
  • Free parking

 

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 over 10 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 and cannabis licensees to review and approve physical changes. In addition to liquor license type changes to already approved locations.
  • Work with the training unit to coordinate training and cross training opportunities for peers and staff at lower level.

 

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.

 

Supplemental Information

 

HOW TO APPLY

PLEASE READ THE FOLLOWING INFORMATION CAREFULLY TO ENSURE YOU HAVE SUBMITTED THE REQUIRED MATERIALS TO BE CONSIDERED.

IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:

  1. Completed online application.
  2. Current Resume.
  3. Letter of Interest describing how you meet the specific qualifications for the position.
  4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.

**A resume will not substitute for completing the “work experience” section of the application.

The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.

Prior to a new hire, a background check including criminal record history will be conducted.  Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.


Other
Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: “No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.

RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.

The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.

All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability.  You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email hr****@lc*.gov or call (360) 664.1674. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.

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How to Apply

State of Washington Job Opportunities | Work that Matters (governmentjobs.com)

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: #customers, #customerservice, #Hiring, #Jobopening, and #WSLCB. Salaries: 40,000 - 60,000.

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