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.
• Cook up 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.

Skills and Abilities

• 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.
• Policies knowledge: Applies agency rules and procedures correctly in daily decisions.
• Confidentiality: Protects sensitive information and ensures it is handled appropriately.

Benefits

Please note that this position will be done on-site full time. Some of what you’ll do includes supervising customer service staff, managing the daily flow of the office, guiding staff, fixing problems, and supporting regional projects.

Pay

The salary range for this position is $45,000 - $55,000 annually.

Schedule

This position is full-time and requires a flexible schedule to accommodate the needs of the office and clients.

Contact

Interested? Apply now! Questions? Contact DSHS Recruiter, Alex Baclaan at Alex.Baclaan@dshs.wa.gov or 360-725-5811 and reference 05262.