DSHS HCLA Customer Service Supervisor

About the role

Are you ready to put your professional customer service and leadership skills to work? If you're a multi-tasker with the ability to meet deadlines on multiple projects, possess strong leadership skills and can meet everyday expectations of the office with a confident and optimistic attitude – this is an excellent opportunity for you!

Responsibilities

• Supervise customer service staff who handle front desk, phones and public questions.
• Plan daily work to keep the office running smoothly and fully staffed.
• Step in to help clients when issues are complex or escalated.
• Answer questions about services, rules and how to access help.
• Review staff work to make sure it is accurate and follows policy.
• Coach staff, provide feedback and support performance growth.
• Lead team meetings and share updates on changes to procedures.
• Fix process issues that slow down service or confuse clients.
• Cookordinate office needs like supplies, equipment and service requests.
• Support regional projects such as safety tracking, training and inventory.
• Troubleshoot phones, systems and basic technology used by staff.
• Prepare reports, track data and communicate updates to leadership.
• Fill in at the front desk or support customer service tasks when needed.

Requirements

• A high school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• OR one year of experience as a Customer Service Specialist 3.
• OR equivalent education/experience.

Qualifications

• Leadership: Leads a frontline team by setting expectations, giving direction and stepping in when support is needed.
• Communication: Explains services and processes in a clear way so people know exactly what to do next.
• Problem-solving: Handles complaints and complex issues by finding solutions that follow agency rules.
• Operations thinking: Improves how the office runs so staff can work faster and clients get help sooner.
• Decision-making: Uses sound judgment to resolve issues and involve leadership when appropriate.
• Technical skills: Uses multiple systems and tools to track work, solve issues and support staff.
• Policy knowledge: Applies agency rules and procedures correctly in daily decisions.
• Confidentiality: Protects sensitive information and ensures it is handled appropriately.

Skills

• Customer service skills
• Leadership abilities
• Communication skills
• Problem-solving skills
• Operational thinking
• Decision-making skills
• Technical skills
• Policy knowledge
• Confidentiality

Benefits

Read About Our Benefits

Pay

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Schedule

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.