DSHS HCLA Customer Service Specialist

Customer Service Specialist 3

Are you someone who enjoys helping people? Are you calm, friendly, and skilled at solving problems? The Department of Social and Health Services is hiring a Customer Service Specialist 3 to support our Home and Community Services offices. The successful candidate will have a duty station of Smokey Point, and will act as a float for our Everett and Mt. Vernon offices.

As a Customer Service Specialist, you are often the first person people talk to when they need help. You’ll talk to clients, families, and caregivers who are trying to access long-term care services for themselves or someone they care for. Some may be confused or overwhelmed. You’ll be there to listen, answer questions, and make sure they get what they need to move forward.

You’ll be helping with in-person visits, phone calls, mail, email responses and paperwork. If you’re organized, kind, and like working with a team, we would love to see your application.

This position will have a duty station of Smokey Point, and will float between our Mount Vernon and Everett offices, offering you the opportunity to work at multiple locations. Snohomish County employees are eligible to receive an Orca Card for transportation needs.

• Answer phones and in person inquiries with clients and their advocates to explain how our programs work.
• Help people fill out forms to start the intake and financial eligibility process.
• Identify issues, and determine procedural steps necessary to bring resolution.
• Process incoming and outgoing mail, packages, and other delivered items from vendors. Handle urgent and confidential documents.
• Operate multiple computer applications and software to document and enter data.

• Communication:
  Speaks and writes clearly, including when explaining difficult topics or engaging with someone who is upset.
• Problem-solving:
  Identifies what is happening and determines how to resolve the issue or who to involve for support.
• Organization:
  Keeps track of multiple details while meeting deadlines and completing work on time.
• Technology use:
  Uses computers, email, and programs such as Word, Excel, and Outlook to complete daily work.
• Adaptability:
  Remains calm and adjusts effectively when workloads increase or plans change.
• Teamwork:
  Works well with coworkers and contributes to the overall success of the team.

• Three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems, AND a high school diploma or equivalent.
• One year of experience as a Customer Service Specialist 2.
• Equivalent education/experience.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Please contact DSHS Recruiter, Georgina Pringle, ngle.gov and reference job number 01090.

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. This announcement may be used to fill multiple vacancies. 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.

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…