DSHS HCLA Customer Service Specialist 2

About the role

Join our team as a Customer Service Specialist 2 with Home and Community Services in Chehalis, where you'll play a vital role in helping older adults, individuals with disabilities, and their families access essential long-term care services and community resources. As the first point of contact for clients, families, advocates, and community partners, you'll provide compassionate customer service, guide individuals through available programs, assist with applications, resolve questions and concerns, and connect people with the support they need. You'll also provide critical administrative support to staff by managing records, processing documentation, coordinating office operations, and safeguarding confidential information.

Responsibilities

• Serve as the primary point of contact for clients, families, advocates, and community partners by providing exceptional customer service in person, over the phone, and through other communication channels.
• Educate and assist individuals with long-term care and Medicaid programs, explain eligibility requirements, help complete applications, and connect customers with appropriate state and community resources.
• Resolve customer questions and concerns by interpreting agency policies, procedures, and regulations while de-escalating challenging situations with professionalism and empathy.
• Perform program intake, maintain accurate client records, and utilize multiple agency systems to document interactions, research information, and support service delivery.
• Coordinate administrative operations by processing mail, scanning and distributing documents, maintaining confidential records, and providing essential support to case management staff.
• Manage office operations by ordering and maintaining supplies, coordinating records retention, monitoring equipment and office resources, and supporting daily business functions.
• Cross-train and support staff, provide backup customer service for other Home and Community Services offices as needed, and perform additional administrative duties to ensure continuity of operations.

Requirements

• A high school diploma or equivalent AND two years of experience assisting clients or customers by responding to inquiries, resolving complaints, or addressing service-related concerns.
• OR one year of experience as a Customer Service Specialist 1.
• OR an equivalent combination of education and/or experience totaling two or more years.

Skills

• Strong customer service and interpersonal skills, with the ability to communicate professionally and compassionately with clients, families, coworkers, and community partners.
• Ability to remain calm under pressure while de-escalating difficult situations and resolving customer concerns with professionalism and sound judgment.
• Excellent organizational skills with the ability to prioritize competing responsibilities, multitask effectively, and manage a fast-paced workload.
• Ability to interpret and apply policies, procedures, and regulations to provide accurate information and appropriate referrals.
• Strong written communication skills, including the ability to prepare clear, accurate, and professional correspondence and documentation.
• Proficiency using computers and business software, including word processing, spreadsheets, data entry, and multiple information systems.
• Ability to follow written and verbal instructions, work independently, and collaborate effectively as part of a team.

Schedule

8:00 AM – 5:00 PM, Monday through Friday. This is an on-site position. Employees are required to report to the assigned work location each scheduled workday.

Prior to a new hire, a background check including criminal record history may be conducted. 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.