DSHS DDA Customer Service Specialist 2

State of Washington; Tacoma (WA); On-site; USD 42,000 - 54,000; Full time

Job summary

Washington State Department of Social and Health Services (DSHS) DDA is hiring a Customer Service Specialist 2 for its Tacoma Field Service Office. The role provides support to clients, families, and advocates through multi-system inquiries via in-person visits and calls, with a Monday–Friday 8:00 AM–5:00 PM schedule.

The incumbent serves as first contact, resolves issues, and guides customers through agency procedures.

Qualifications

• High school diploma or equivalent; two years of experience assisting clients/customers or one year as CS Specialist 1; or equivalent education/experience.
• Experience handling confidential material and strong organizational skills.
• Ability to navigate complex procedures and multi-line phone systems.

Responsibilities

• Provide professional-level customer service to internal and external customers.
• Interact with the public in person and on a multi-line phone system.
• De-escalate verbal confrontations and establish resolutions.
• Maintain and use office equipment properly.
• Process incoming and outgoing mail and manage filing.

Skills

Excellent communication

Confidential material handling

Multitasking

Office software (Outlook, Word)

Customer interaction

Education

High school diploma or equivalent

2 years assisting clients/customers OR 1 year as CS Specialist 1

Tools

Outlook

Word

Job description

DSHS DDA Customer Service Specialist 2

Are you ready to put your exceptional Customer Service skills to use? Consider this exciting opportunity! We are looking for a Customer Service professional to provide support, assistance, and problem resolution for customers and staff at Tacoma's Field Service Office.

In this role, you'll be the first point of contact for clients, families, and advocates seeking assistance through Developmental Disabilities Administration services programs via multi-system telephone or office visits.

The schedule for this position is Monday to Friday 8:00AM-5:00PM. This is a 100% on-site position.

Some of what you will be doing:

• Provide professional-level customer services to both internal and external customers.
• Interact with the public in person and on a multi-line phone system.
• De-escalate verbal confrontations and establish resolutions.
• Ensure maintenance and proper use of office equipment.
• Maintain phone lists and other reference materials.
• Process incoming and outgoing mail.
• Resolve customer service-related issues and determine the necessity of referrals to supervisors, law enforcement, and other staff.
• Assist clients with agency procedures and with completing DSHS paperwork while checking for accuracy and completeness.
• Use complex computer programs, internet sites, and resources to provide for customer needs.
• Manage, navigate and maintain complex filing.
• Perform other duties as required.

Who we are looking for:

• Excellent communication skills.
• Experience handling confidential material.
• Ability to multi-task with the skill of prioritizing, using both organization and computer skills such as outlook and word, while simultaneously working with walk-in and over the phone customers.
• Excellent organizational skills; ability to multitask and stay calm while working with clients who may be upset.
• Prior experience in a fast-paced office setting with extensive face-to-face customer interaction.
• Ability to understand, interpret and apply knowledge of WAC's,RCW's, regulations, and policies to resolve customer inquiries, complaints or concerns.
• A valid driver’s license.

Who should apply?

• High school diploma or equivalent;
• AND
• Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;
• OR
• One year of experience as a Customer Service Specialist 1;
• OR
• Equivalent education/experience.

Questions? Please reach out to DSHS Recruiter Morgan Daggi at [e-mail] and reference job number 08147.

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.

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 [phone]. 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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