Dshs Hcla Customer Service Specialist

DSHS HCLA– Customer Service Specialist 2

Join our team as a Customer Service Specialist 2 with the Home and Community Living Administration (HCLA), serving Developmental Disabilities Community Services (DDCS) in the Everett field service office. This position is in-office only, providing customer service support in person and via phone and email to both internal and external customers. The incumbent will work both independently and collaboratively with a dedicated team to help individuals and families navigate applications and agency processes to access services.

You will play an important role in supporting clients by resolving complex inquiries and concerns and connecting people to community partners and resources across the region. This role provides consistent, high-quality service delivery to ensure and maintain smooth and responsive office operations.

• Field general questions and assist in resolving client complaints, inquiries, and customer service issues
• Greet visitors to the office and refer to the appropriate staff, meeting room, or office
• Coordinate building and office meeting room space and maintain calendars
• Answer multiple line phone system, directing callers to appropriate staff in a courteous and professional manner
• Respond to email and voicemail messages from clients, staff, and other stakeholders.
• Provide the public, clients, providers, and customers with assistance interpreting forms, pamphlets, and explaining the proper procedures to access agency services
• Ensure positive working relationships are maintained with other regions, agencies, or organizations
• Carry out a variety of complex projects and assignments including establishing and revising electronic or manual record keeping systems (including database files)
• Strong organizational skills with attention to detail, including data entry, proofreading, and records management
• Provide backup and support to the Customer Service Specialist 3

• Excellent customer service skills in a fast-paced environment
• Ability to effectively communicate with management, peers, clients, and the public as required to carry out the assigned duties of the position
• Ability to communicate information both orally and in writing so others will understand and help assist clients in completing required forms
• Must be proficient at using the computer and Microsoft Office applications
• Ability to work collaboratively in a multi-disciplinary team setting
• Ability to safeguard sensitive and confidential information and documents and maintain confidentiality regarding client information
• Experience in managing competing priorities and keeping key agency personnel notified as to client issues, environment issues, and personal issues
• Ability to identify issues of a serious or sensitive nature that need to be reported to supervisor chain of command
• Ability to be flexible, adapt to change and respect differences in opinion and values
• Commitment to fostering cultural awareness and diversity, and maintaining respectful engagement with all individuals, including those with intellectual disabilities

• Associates degree and three (3) years of experience assisting customers to resolve complaints or problems
• OR
• One (1) year of experience assisting customers regarding inquiries, complaints, or problems with a Bachelor’s degree
• OR
• Equivalent experience assisting customers regarding inquiries, complaints, or problems.

• Work schedule:
  
  8:00 AM - 5:00 PM, Monday through Friday
• Snohomish County employees are eligible to receive an Orca Card for transportation needs.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information.

Prior to a new hire, a background check including criminal record history may 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 job. Employees driving on state business must have a valid driver’s license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

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