Customer Service Specialist 2 (Two Positions)

Your opportunity at a glance

The WSLCB Licensing and Regulation Division is looking to fill two Customer Service Specialist 2 (CSS2) positions in Olympia, WA. Both positions are non-permanent and expecting to last through January 31, 2025.  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:

 

• Answering phone and email questions from the public about questions related to retail and non-retail liquor, cannabis, vapor and tobacco licenses.
• Independently interpreting complex rules, policies and procedures for the public.  Redirect calls to, or consult with CSS3s or other agency experts as needed.
• Works in DOR/BLS partner system to approve or validate information on liquor and cannabis licensing for internal & external customer inquiries.
• Independently respond to 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.
• Accepting, processing and issuing Special Occasions liquor permits and endorsements, alcohol warehouse approvals, licenses for duplicate locations, and Farmer’s Market authorizations; providing clear direction to applicants and interpreting complex laws, rules and procedures.
• Process discontinued business requests and expired licenses.
• Receives and processes certified letters and protest letters.
• Processes Entity/Tradename changes and updates to licensee information.
• Processes responses from local authorities from Cities/Counties related to approvals on liquor & cannabis licenses.
• Independently works directly with liquor licensees to review and approve physical changes and license type changes to already approved locations.

Qualifications

Required Qualifications:

Two (2) years of experience providing assistance to clients/customers regarding 
inquiries, complaints or problems.

OR

An Associate’s degree or higher.