DSHS ALTSA Customer Service Specialist 3

Description

This position provides senior customer services support to the Aberdeen and Shelton Developmental Disabilities Administration (DDA) field offices. Incumbent works independently to assist clients and internal and external customers in identifying agency processes and procedures, resolving complex complaints, inquiries, and customer service problems from clients, employees, community partners, general public, State and Federal agencies. Incumbent will be required to have substantive knowledge of a variety of regulations, rules, and procedures, processes, materials and/or equipment. As the sole customer service support, this position coordinates and oversees all administrative and operational functions for the office. Provides customer service support functions to an office with professional social services staff and contract staff. This position will report directly to the Customer Service Specialist 4.

• This position is the primary, initial point of contact for the DDA Aberdeen office and provides remote and parttime in-person support to the DDA Shelton office. Greets customers, providers, and clients.
• As the sole administrative and customer service support within this field office, this position takes the lead to engage with customers, providers, and clients to identify their needs or issues, and determine procedural steps necessary to bring resolution.
• Provide agency interpretation and use knowledge of laws, regulations and processes to resolve inquiries, complaints and problems.
• Provide the public, clients, providers and customers with explanation on forms, pamphlets and other materials.
• Answer multi-line phone system, determine caller's needs or issues and determine steps necessary to assists callers, provide necessary information, and or resolve problems.
• Provide basic information on DDA programs and services.
• Represent DDA and participate in community and agency meetings as required, demonstrating cooperative, professional communication skills.
• Use digital and manual record and data management systems e.g. CARE, Barcode, Client registry, ADSA SharePoint Site, Outlook and other data management systems to, analyze, compile, look-up, track and/or report information, etc. Compare data from various sources to identify trends, differences, similarities etc.
• Purge and archive office files in accordance with retention schedule policy. Locating, purging, transferring, and archiving client and contract files to include Public Disclosure, legal hold, and "Never Destroy" files.
• Dispose of phased out paper workflows per policy as directed.
• Act as subject matter expert for operational procedures and Provide onboarding instruction to Aberdeen and Shelton field staff on operational procedures.
• Keep an accurate inventory of office supplies and equipment, order them when needed and work directly with the office supervisors on special equipment requests.
• Ensure positive working relationships are maintained with other regions, agencies and organizations.

• Someone with excellent phone and email communication skills.
• Someone who has the skills to resolve customer service-related complaints, resolve client/customer related issues, and guide client/customers with professionalism and in a timely manner.
• Someone who can effectively operate multiple computer programs (examples includes but are not limited to Microsoft Word, Excel, Outlook, and Access)
• Someone who can multi-task and prioritize work in a fast-paced environment.

• Associate's degree and three years of experience providing assistance to customers regarding inquiries, complaints, or problems.

• A Bachelor’s Degree AND one (1) year of experience providing assistance to customers regarding inquiries, complaints, or problems;

• Equivalent experience providing assistance providing assistance to customers regarding inquiries, complaints, or problems.

• Letter of interest/cover letter
• Current chronological resume
• Three professional references

Questions? Contact peter.bonato@dshs.wa.gov and reference job number 02712.

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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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.

Supplemental 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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