Senior Customer Service Specialist: Care Access

Washington State Department of Social and Health Services; Renton (WA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

5% premium pay

Free ORCA card

Job summary

Washington State Department of Social and Health Services in Renton is seeking a Customer Service Specialist 3 to help individuals and families access long-term care services. You will explain agency processes, resolve complex concerns, and interpret policies and regulations for clients, partners, and the public.

The role involves front desk and phone support, triaging client needs in multiple systems, and coordinating referrals while supporting internal teams and trainings.

Qualifications

• Associate degree with 3+ years in customer service; OR
• Bachelor’s degree with 1+ year in customer service; OR
• Equivalent education/experience totaling 5+ years in customer service.

Responsibilities

• Serve as a senior customer service specialist handling complex, cross-agency inquiries and resolving client and stakeholder concerns.
• Provide front desk and phone support by greeting clients, answering calls, managing voicemail, and responding to public and partner inquiries.
• Assess, triage, and document client needs using Barcode, ACES Online, and CARE; route issues to appropriate staff for follow-up.
• Research and interpret agency policies, procedures, and regulations to provide accurate guidance to clients, staff, and external partners.
• Process incoming and outgoing communications, including mail, fax, and intake referrals; assign and track referrals using agency systems.
• Maintain office operations by managing supply inventory, preparing application and field packets, and supporting fleet coordination activities.
• Support internal teams, including Adult Protective Services and Social Services Intake, while participating in trainings, meetings, and ongoing policy updates.

Skills

Customer service

Computer systems

Microsoft Office

Written communication

Verbal communication

Judgment

Multitasking

Office practices

Policy explanation

Education

Associate degree

Bachelor’s degree

Equivalent education/experience

Tools

Barcode

ACES Online

CARE

Job description

Washington State Department of Social and Health Services in Renton is seeking a Customer Service Specialist 3 to help individuals and families access long-term care services. You will explain agency processes, resolve complex concerns, and interpret policies and regulations for clients, partners, and the public.

The role involves front desk and phone support, triaging client needs in multiple systems, and coordinating referrals while supporting internal teams and trainings.