What are the responsibilities and job description for the DSHS HCLA Customer Service Specialist 4 position at State of Washington Dept. of Social and Health...?
Description
Are you passionate about delivering exceptional customer service while overseeing and guiding a team of specialists? We are looking for an experienced professional to join the Home and Community Living Administration, Home and Community Services, stationed in King County. In this role, you'll oversee and enhance customer service operations within King County and the broader region. You will supervise a team of seven Customer Service Specialist 3’s. and be the primary problem solver for both internal and external clients.
This role is crucial to ensuring that customer issues are addressed effectively, while continuously improving processes to better serve Washington residents. You'll be part of a collaborative environment, supervising, mentoring, and implementing procedures that drive service delivery. If you excel in leadership, problem-solving, and enjoy making a tangible impact, we want to hear from you!King County employees receive 5% premium pay in addition to the advertised salary and are eligible to receive a free ORCA card for transportation use.
- Lead and supervise: Supervise a team of Customer Service Specialists, assign and review their work, and support their growth through coaching and performance development.
- Develop processes: Collaborate with other teams to streamline customer service operations across multiple offices, ensuring consistent and efficient service.
- Resolve client issues: Address client complaints and questions regarding services, policies, and eligibility, working autonomously to find solutions.
- Team collaboration: Work closely with Regional Operations and Support Services teams to manage reception duties and office tasks.
- Reporting & compliance: Prepare reports and ensure team compliance with policies, procedures, and safety regulations.
- Tech troubleshooting: Assist in resolving phone system issues, coordinating technology needs, and ensuring smooth operations across regional offices.
Who should apply
Applicants who exhibit these skills:
- An understanding of customer service programs, and have the ability to study and develop programs to fulfill customer service functions
- Ability to operate and demonstrate proficiency in multiple complex computer programs that are essential to the work of the position
- Ability to solve internal and external customer service related complaints
- Ability to follow directives from management and the agency, while also demonstrating effective leadership within own unit
- Ability to advise clients and the public of proper procedures across DSHS services
- Ability to multitask while also performing general administrative office work
Additional knowledge, skills, and abilities we are looking for:
- Customer Service Expertise & Problem Solving: Have the ability to resolving complex inquiries with a high level of professionalism, and apply independent critical thinking to prioritize inquires and problems.
- Communication & Team Collaboration: Ability to supervise and guide a team by using strong written and verbal communication to ensure a team of growth and success across collaborations with other teams.
- Technical & Organizational Expertise: Proficient in Microsoft Office Suite, including Excel, and Teams and adaptable to learn new systems. Experience in handling multiple responsibilities simultaneously in a fast-paced environments.
Interested? Apply today!
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.
Questions about this opportunity? Please contact DSHS Recruiter Saleen Hernandez at saleen.hernandez@dshs.wa.gov and reference project number 07979.
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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