DSHS HCLA Customer Service Supervisor

Customer Service Specialist 4

Are you ready to put your professional customer service and leadership skills to work? If you're a multi-tasker with the ability to meet deadlines on multiple projects, possess strong leadership skills and can meet everyday expectations of the office with a confident and optimistic attitude – this is an excellent opportunity for you!

As a Customer Service Supervisor in our Home and Community Services office in Mount Vernon, Bellingham, and Arlington, you'll supervise a team that greets clients, answer questions and helps the public figure out the services and supports we provide as well as the next steps they need to take. You'll make sure the team is well prepared to get people the help they need.

You'll manage the daily flow of the office. That means making sure the front desk is covered, calls are handled, and the work completed meets our standards. You'll guide staff, fix problems, and step in when situations are complicated. You will also have the input to improve processes, so people spend less time waiting and more time getting what they need.

Please note that this position will be done on-site full time.

• Supervise customer service staff who handle front desk, phones and public questions.
• Plan daily work to keep the office running smoothly and fully staffed.
• Step in to help clients when issues are complex or escalated.
• Answer questions about services, rules and how to access help.
• Review staff work to make sure it is accurate and follows policy.
• Coach staff, provide feedback and support performance growth.
• Lead team meetings and share updates on changes to procedures.
• Fix process issues that slow down service or confuse clients.
• Coordinate office needs like supplies, equipment and service requests.
• Support regional projects such as safety tracking, training and inventory.
• Troubleshoot phones, systems and basic technology used by staff.
• Prepare reports, track data and communicate updates to leadership.
• Fill in at the front desk or support customer service tasks when needed.

High school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems. OR One year of experience as a Customer Service Specialist 3. OR Equivalent education/experience.

• Leadership:
  Leads a frontline team by setting expectations, giving direction and stepping in when support is needed.
• Communication:
  Explains services and processes in a clear way so people know exactly what to do next.
• Problem-solving:
  Handles complaints and complex issues by finding solutions that follow agency rules.
• Operations thinking:
  Improves how the office runs so staff can work faster and clients get help sooner.
• Decision-making:
  Uses sound judgment to resolve issues and involve leadership when appropriate.
• Technical skills:
  Uses multiple systems and tools to track work, solve issues and support staff.
• Policy knowledge:
  Applies agency rules and procedures correctly in daily decisions.
• Confidentiality:
  Protects sensitive information and ensures it is handled appropriately.

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 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.

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