DSHS HCLA Customer Service Specialist 3

Full Job Description

DSHS HCLA Customer Service Specialist 3

We are excited to announce an opening for a motivated and experienced Customer Service Specialist 3 to join our dedicated team of professionals in Everett, WA.

In this role, you will serve as the primary point of contact for clients, families, community members, and both internal and external stakeholders.

You’ll play a critical part in supporting individuals and advocates seeking guidance and assistance through our Home and Community Services programs, ensuring every interaction reflects our commitment to care, respect, and excellence.

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
• 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

Who should apply?

High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

One year of experience as a Customer Service Specialist 2.

OR

Equivalent education/experience.

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

Key knowledge, skills and abilities

• Skilled in phone and email interactions, ensuring clarity and professionalism

• Effectively handles complaints and guides customers with patience and efficiency

• Experienced with multiple computer programs like Microsoft Word, Excel, Outlook, and Access

• Thrives in fast-paced environments, balancing multiple tasks with efficiency

Questions? Please contact sharon.sterling@dshs.wa.gov or call the main Talent Acquisition line at 360-725-5810 and reference job number 00491.

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.

Additional 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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