Senior Customer Service Specialist – Policy & Access

Washington State Department of Social and Health Services; Washington; On-site; USD 42,000 - 54,000; Full time

Job summary

Washington State Department of Social and Health Services in Spokane is seeking a Customer Service Specialist 3 to support, guide, and connect clients with long-term care services. You will explain agency processes, resolve complex issues, and interpret policies to help individuals access care in their homes and communities.

The position involves front desk and phone support, triage of client needs across multiple systems, and collaboration with Adult Protective Services and Social Services

Qualifications

• Associate’s degree and three years of customer service experience; OR Bachelor’s degree and one year of customer service experience; OR equivalent education/experience totaling five+ years.
• Valid Driver's License preferred.

Responsibilities

• Serve as a senior customer service specialist handling complex inquiries and resolving client concerns.
• Provide front desk and phone support by greeting clients, answering calls, managing voicemail, and responding to 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 and staff.
• Process incoming and outgoing communications (mail, fax, referrals); track referrals using agency systems.
• Maintain office operations by managing supply inventory, preparing packets, and supporting fleet coordination.
• Support internal teams, including Adult Protective Services and Social Services Intake, while participating in trainings and policy updates.

Skills

Customer service

Microsoft Office

Clear communication

Judgment

Multitasking

Records management

Policy interpretation

Education

Associate’s degree + 3 years experience

Bachelor’s degree + 1 year experience

Equivalent education/experience 5+ years

Tools

Barcode system

ACES Online

CARE system

Job description

Washington State Department of Social and Health Services in Spokane is seeking a Customer Service Specialist 3 to support, guide, and connect clients with long-term care services. You will explain agency processes, resolve complex issues, and interpret policies to help individuals access care in their homes and communities.

The position involves front desk and phone support, triage of client needs across multiple systems, and collaboration with Adult Protective Services and Social Services