DSHS HCLA Customer Service Specialist 3

Washington State Department of Social and Health Services; Mount Vernon (WA); On-site; USD 52,000 - 76,000; Full time

Job summary

Washington State Department of Social and Health Services is seeking a Customer Service Specialist 3 in Mount Vernon to provide senior-level support across five field offices in the North region. You will handle inquiries, help navigate agency processes, and ensure high-quality service delivery to clients, staff, and partners.

This 100% in-office role emphasizes confidentiality, attention to detail, and collaboration within the DDCS division of HCLA.

Qualifications

• Strong verbal and written communication with diverse audiences.
• Proficiency in Word, Excel, Outlook, SharePoint and databases.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience in customer service, handling inquiries and resolving concerns.
• Attention to detail in data entry, proofreading and records management.
• Ability to work independently as well as in a team, following procedures.

Responsibilities

• Manage and maintain client and contract files with retention and legal hold compliance.
• Provide backup for records management, mail processing and file systems.
• Coordinate client and staff schedules, interpreter services and communications.
• Respond to calls, emails, and inquiries from clients, staff, and community partners.
• Maintain equipment, track state vehicle usage, and manage supply inventory and orders.
• Use multiple data systems to enter, track and analyze information with confidentiality.
• Represent the office in meetings, support team collaboration and cross-office projects.

Skills

Verbal and written communication

MS Office proficiency

Multitasking

Customer service

Organizational skills

Independent and collaborative work

Confidentiality

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Description

DSHS HCLA – Customer Service Specialist 3 Join our team as a Customer Service Specialist 3 with the Home and Community Living Administration (HCLA), Developmental Disabilities Community Services (DDCS) division in Mount Vernon.

In this role, you will provide senior-level customer service support across five field offices in the North region, serving as a key resource for clients, staff, and community partners. Working both independently and collaboratively, you will help navigate agency processes, resolve complex inquiries and concerns, and ensure consistent, high-quality service delivery. Your work plays an important role in supporting individuals and families by connecting them to services and ensuring smooth, responsive office operations across the region.

Some Of What You'll Do

• Manage and maintain client and contract files, including archiving, purging, transfers, and compliance with retention, public disclosure, and legal hold requirements
• Provide oversight and backup support for records management, mail processing, and file systems across the office
• Coordinate client and staff schedules, appointments, interpreter services, and communications to ensure efficient daily operations
• Deliver high-level customer service by responding to calls, emails, and inquiries from clients, staff, and community partners
• Support office operations by maintaining equipment, tracking state vehicle usage, and managing supply inventory and orders
• Utilize multiple data systems to enter, track, and analyze information while ensuring accuracy and confidentiality of sensitive records
• Represent the office in meetings and trainings, contribute to team collaboration, and support special projects and cross-office coordination

Desired skills, knowledge, and abilities:

• Strong verbal and written communication skills with the ability to interact professionally with diverse audiences
• Proficiency in Microsoft Office (Word, Excel, Outlook, SharePoint) and experience working with databases and information systems
• Ability to manage multiple priorities, interruptions, and deadlines in a fast-paced environment
• Skilled in customer service, including handling inquiries, resolving concerns, and navigating complex situations
• Strong organizational skills with attention to detail, including data entry, proofreading, and records management
• Ability to work independently and collaboratively within a team while following instructions and established procedures
• Commitment to confidentiality, cultural awareness, and respectful engagement with individuals, including those with intellectual disabilities

Who should apply?

• A high school diploma or equivalent and three years of experience assisting clients or customers with inquiries, complaints, or problem resolution
• One year of experience as a Customer Service Specialist 2
• An equivalent combination of education and experience totaling three or more years

Additional information:

• Work schedule: 8:00 AM - 5:00 PM, Monday through Friday
• This position is 100% in-office - no telework options are available at this time

Questions? Please reach out to DSHS Recruiter Ricky Luna at [e-mail] and reference job number #03732.

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.

Relationship and Reporting Structure (Nöpetism) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here . Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

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