DSHS HCLA Customer Service Specialist 3

Description

DSHS HCLA Customer Service Specialist 3

We have an opportunity for a motivated Customer Service Specialist 3 to join our hard-working team of professionals in Lynnwood, WA. 

We are looking for a senior-level Customer Service Specialist that serves as the first point of contact with clients, families, community members, internal and external stakeholders, and advocates inquiring about and seeking assistance through Home and Community services programs. 

Some of what you'll be doing:

• Independently responding to and guiding clients, families, and advocates with questions or issues related to accessing and using services and agency specific web tools, applications and/or online systems through telephone and office interactions
• Identifying issues, and determining procedural steps necessary to bring resolution
• Directing inquiries in a timely manner about services and eligibility requirements 
• Assisting clients with the submission of necessary forms for the financial applications to facilitate the intake process
• Screening incoming faxed intake & referrals for accuracy and eligibility for long term care and assigning to social workers for assessment
• Processing incoming and outgoing mail, packages, and other delivered items from vendors, handling urgent and confidential documents
• Operating multiple computer applications and software to document and for data entry

Key knowledge, skills and abilities

Strong Communication – Skilled in phone and email interactions, ensuring clarity and professionalism

Customer Focus – Effectively handles complaints and guides customers with patience and efficiency

Technical Proficiency – Experienced with multiple computer programs like Microsoft Word, Excel, Outlook, and Access

Managing Work– Thrives in fast-paced environments, balancing multiple tasks with efficiency

 Who should apply? 

• Associate's degree and three years of experience providing assistance to customers regarding inquiries, complaints, or problems
• Bachelor's degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems
• Five years' experience providing assistance to customers regarding inquiries, complaints, or problems

Please Note: Snohomish County employees are eligible to receive an Orca Card for transportation needs.

Questions? Email Morgan Daggi or call the main Talent Acquisition line at 360-725-5810 and reference 04087. 

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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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.

Supplemental 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. 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. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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