Customer Service Specialist 3 (Non-Permanent)

WSLCB Vision 
 Safe communities for Washington State.
   
Mission 
 Promote public safety, public health, and trust through fair administration, education and enforcement of liquor, tobacco, cannabis and vapor laws.

This position is currently eligible to telework. This position is required to work in the office at least 2 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, public health, 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 Network;Veteran Employee Resource Group;Latino Leadership Network,Blacks United in Leadership and Diversity;Disability Inclusion Network;Washington Immigrant Network;Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network;Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; andInteragency Committee of State Employed Women. 
 

Your opportunity at a glance

The WSLCB Licensing and Regulations Division is announcing an exciting opportunity for a Customer Service Specialist 3 (CSS3) position in Olympia, WA. This 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 will be independently performing various customer service duties using complex problem-solving skills under general supervision. Incumbent will answer calls and emails from the public, update reports, develop meeting materials for in house meetings, prepare correspondence and track progress of legal files, maintaining manual and electronic recordkeeping/filing systems and data base files, and assists with tasks, as needed, to aid the workload of Division staff. The position also trains and mentor’s customer service specialist twos (CSS2) 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. 

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 

Some of the duties you will perform are:

• Answer phone and email questions from the public about complex 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 staff at lower level. 
• Other duties as assigned. 

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: 

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

Option 2: 

An Associate’s degree. 

AND 

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

Option 3:

A Bachelor’s degree.

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.