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

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

Salary

$44,856.00 - $59,760.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Full Time - Non-Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-07817

Department

Office of Administrative Hearings

Division

Headquarters

Opening Date

09/22/2026

Closing Date

Continuous

Salary Information

The high end of the salary range, Step M is typically a longevity step

• Description
• Benefits
• Questions

Description

Customer Service Specialist 2 - Bilingual (Spanish) Preferred

Office of Administrative Hearings

Headquarters Office (Olympia, WA)

• First review of applications will occur on October 7, 2026. It is recommended that you apply before that date if you would like to be considered for our initial round of interviews.

NOTE: This appointment is anticipated to last up to twelve (12) months and may be extended based on budget and business needs.

NOTE: This position is eligible for full-time telework but may be required to report to an OAH facility on occasion. When working remotely, the alternate worksite must be located in Washington state.

NOTE: This position may be filled as either a bilingual (Spanish speaking) position or non-bilingual; however, bilingual candidates may be given preference. If applying as a bilingual candidate, you must be able to read, write, and speak fluently in both English and Spanish; therefore: bilingual candidates are required to provide a Cover Letter written entirely in Spanish.

The Opportunity:

The Office of Administrative Hearings (OAH) is currently looking to fill a non-permanent Customer Service Specialist 2 (CSS2) in the OAH Customer Service Center. If you have excellent customer service skills and would enjoy working in our fast-paced Adjudicative Support Center handling a large volume of calls and working with a team of hard-working Customer Service Specialists, then this is the opportunity for you! The CSS2 position is the face and voice of OAH and supports OAHs mission by providing direct customer service to those who contact the agency.

This is a represented position under the Washington Federation of State Employees (WFSE)-General Government collective bargaining agreement.

About the Agency:

The 1981 Legislature created OAH to offer Washingtonians an independent, fair, and neutral forum to hold administrative hearings on disputed matters referred by state and local government agencies. Operating out of field offices in Olympia, Tacoma, and Spokane Valley there are currently 230 employees, including 120 Administrative Law Judges (ALJs) who preside over administrative hearings involving unemployment insurance benefits, child support, food assistance, medical benefits, business and professional licensing, and more.

OAH conducts hearings for more than 30 agencies and 160 programs. Our referring agencies include the Employment Security Department (ESD), Department of Social and Health Services (DSHS), Department of Children, Youth, and Families (DCYF), Health Care Authority (HCA), Liquor and Cannabis Board (LCB), Department of Financial Institutions (DFI), the Office of the Superintendent of Public Instruction (OSPI), and others.

For more information about OAH, please visit our website at oah.wa.gov.

OAH Mission: To hear and independently resolve disputes between the public and state agencies with an impartial, quick, and easy to access process.

OAH Vision: All people of Washington can meaningfully participate in their hearing and understand the result.

OAH Values:

• Fairness and independence
• Diversity, equity, inclusion, and respect
• Performance excellence
• Integrity

OAH Goals:

• Performance Excellence: We deliver high quality, timely work.
• Convenience & Accessibility: We make it easy for people to do business with us.
• Diversity, Equity, Inclusion, & Respect: We promote diversity, equity, inclusion, and respect.
• Good Stewards: We are efficient, effective, and accountable.

OAH Offers:

• Work that is important and makes a difference
• In-house training and professional development opportunities
• Healthy work/life balance, including remote work options
• Comprehensive benefits package

This recruitment announcement may be used to fill multiple open positions for the same classification, in addition to the position listed in this announcement.

Duties

The CSS2 position is responsible for knowing and explaining the entire range of services provided by OAH. This includes possessing in-depth knowledge of varying appeal processes for more than 30 referring agencies and having a working knowledge of the Washington Administrative Code (WAC) and Revised Code of Washington (RCW) related to the administrative appeal practices. The CSS2 provides assistance to other agencies, customers, claimants, employers, license holders, and Washington citizens enabling their access to fair and prompt resolutions for administrative disputes.

The CSS2 provides clear, neutral guidance on OAH services and procedures-without offering legal advice-to individuals who may have limited understanding of the process, ensuring equitable access and consistent support. This position helps individuals navigate hearings, forms, and online systems while ensuring professionalism, accuracy, and consistency. The CSS2 is required to demonstrate patience, superior attention to detail, impartiality, and the ability to remain effective under pressure.

Duties include, but are not limited to:

• 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.

The Bilingual CSS2 must pass an agency-administered Spanish language test within the first 6 months of employment in order to begin serving our Spanish-speaking customers. This test is a requirement of the bilingual position and, once passed, the employee will receive an additional 5% Dual Language Assignment Pay on top of the base salary shown in this posting.

Qualifications

Qualifications:

• Option 1: Four (4) years of experience providing assistance to customers regarding inquiries, complaints or problems.
• Option 2: An Associates degree AND two (2) years of experience providing assistance to customers regarding inquiries, complaints or problems.
• Option 3: A Bachelors 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.

Supplemental Information

How to apply:

To begin the online application process, click the green "Apply" button on this announcement at careers.wa.gov or governmentjobs.com. To be considered for this position, you must include the following information in your online application and complete the supplemental questionnaire. Application materials must clearly show how you meet the qualifications for the position in order to be considered.

Application must include:

• A letter of interest describing what interests you in this position and what makes you a viable and competitive candidate.

• If applying as a bilingual candidate, must be able to read, write, speak, and comprehend fluently in both Spanish and English; therefore: your letter of interest must be written entirely in Spanish.

• A resume highlighting relevant experience AND a completed online application profile that includes education and employment history.

• A minimum of three professional references with your application, including at least one supervisor.

• A professional reference is defined as an individual who has either been paid to supervise your work or worked directly with you and can attest to your work performance, technical skills, and job competencies. If your references do not meet these criteria, please include non-related professionals, such as educators or other professional associates.

OAH is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity diversity, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.

For questions about this recruitment, or to request reasonable accommodation in the application process, please email us at OAHHR@oah.wa.gov. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

Are you able to read, write, and speak fluently in Spanish?

• Yes
• No

02

If you answered yes to the question above, please describe your level of experience in speaking, reading, and writing in Spanish and any work experience you have utilizing the Spanish language. If you answered no to the question, please enter N/A into the box below.

03

Please select the option that most closely represents your highest level of education completed.

• High school diploma or equivalent
• Some college
• Associates degree
• Bachelors degree or higher
• None of the above

04

Please select the option that most closely represents your level of experience resolving customer inquiries, problems, or complaints.

• I do not have this type of experience.
• I have less than 1 year of this type of experience.
• I have at least 1 year, but less than 2 years of this type of experience.
• I have at least 2 years, but less than 3 years of this type of experience.
• I have at least 3 years, but less than 4 years of this type of experience.
• I have at least 4 years of this type of experience.

05

If you have customer service experience, please select the medium(s) below that you have used to provide this customer service.

• Face to face
• Over the phone
• Via email
• Online chat
• None of the above

06

If you selected answers in the question above, please explain the volume of customers you dealt with over each medium on a regular basis and at which employer(s). Otherwise enter "N/A" in the box below. For example: 5 to 15 calls per day at 123 Bank, 50 face to face customers per day at ABC Grocery, etc.

07

Which of the following best describes your professional experience answering multi-line telephones in a high call volume environment?

• I do not have this type of experience, but am willing to learn.
• I have less than 1 year of this type of experience.
• I have at least 1 year, but less than 2 years of this type of experience.
• I have at least 2 years, but less than 3 years of this type of experience.
• I have 3 years of this type of experience.

08

Which of the following best describes your experience working in a legal environment with demonstrated knowledge of legal concepts and the ability to convey them concisely to others?

• I do not have this type of experience, but am willing to learn.
• I have less than 6 months of this type of experience.
• I have at least 6 months, but less than 12 months of this type of experience.
• I have at least 12 months of this type of experience.

09

Which one of the following best describes your highest level of Microsoft Outlook skills? (To qualify for the Intermediate level, you must also be able to perform the functions at the Basic level; to qualify for the Advanced level, you must also be able to perform the functions at Basic and Intermediate levels; to qualify for the Expert level, you must also be able to perform the functions at the Basic, Intermediate, and Advanced levels.)

• I do not have enough skills to meet the definition of the Basic level below
• BASIC: Compose email messages; send and respond to messages; organize email into folders; create contact information; schedule appointments; schedule meetings, manage tasks and notes
• INTERMEDIATE: Set calendar options; sort, find and filter messages; create distribution lists; share and delegate folder access; customize toolbar, menu bar, quick access tool bar and the To-DO bar; customize message options; use the journal entry to track and record; assign, reply and track tasks; create public folders and send and post information
• ADVANCED: Personalize with stationary and themes; create signatures; configure email security settings; group items and create search folders; apply conditional formatting; manage data files; create mail merge using contacts; archive messages
• EXPERT: Able to use and train others in all Outlook functions listed above

10

Which one of the following best describes your highest level of Microsoft Word skills? (To qualify for the Intermediate level, you must also be able to perform the functions at the Basic level; to qualify for the Advanced level, you must also be able to perform the functions at Basic and Intermediate levels; to qualify for the Expert level, you must also be able to perform the functions at the Basic, Intermediate, and Advanced levels.)

• I do not have enough skills to meet the definition of the Basic level below
• BASIC: Create, save, preview and print a basic document; edit selected text; change font appearance; highlight text; format paragraphs with tabs, borders, shading and styles; page setup, use auto correct
• INTERMEDIATE: Insert graphic objects and visual effects to a document; add tables to a document or convert tables to text; add watermarks, borders, headers and footers; use the word look up (thesaurus, dictionary); customize tables and charts; modify pictures in document; create customized graphic elements; use templates
• ADVANCED: Insert content using quick parts; control text flow; perform mail merge function; uses macros for tasks; insert cover pages and table of contents; track changes and comments; insert bookmarks, footnotes and endnotes; add hyperlinks; cross-references and citations; link documents to excel worksheets; send document to PowerPoint; merge documents; redaction function; hide text; add digital signature, restrict access and use passwords; create, protect and automate forms
• EXPERT: Able to use and train others in all Word functions listed above

11

Which one of the following best describes your highest level of Microsoft Excel skills? (To qualify for the Intermediate level, you must also be able to perform the functions at the Basic level; to qualify for the Advanced level, you must also be able to perform the functions at Basic and Intermediate levels; to qualify for the Expert level, you must also be able to perform the functions at the Basic, Intermediate, and Advanced levels.)

• I do not have enough skills to meet the definition of the Basic level below
• BASIC: Create basic worksheets; create basic formulas; use basic functions; modify and format a worksheet; print workbooks
• INTERMEDIATE: Use advanced formulas; organize tables and worksheets; create and modify charts; analyze data using Pivot tables and Pivot Charts; insert and modify graphic objects in a worksheet
• ADVANCED: Create and edit macros; conditional formatting; apply data validation criteria; able to protect, share and merge files; trace cells and troubleshoot formula errors; uses data list outline; consolidate data and link workbooks; export and import text files and XML data; import data from the Web and create Web queries; analyze data using trend lines, Sparklines and scenarios
• EXPERT: Able to use and train others in all Excel functions listed above and uses advanced formulas, functions and arrays; uses information, date and time functions; uses advanced editing and formatting; advanced chart formatting; runs solver models and reports; embed and link information; set up customization including automation

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov