DSHS HCLA HCS Customer Service Specialist 3

Customer Service Specialist 3

DSHS HCLA HCS – Customer Service Specialist 3 Join our team in Lynnwood as a Customer Service Specialist 3 within Home and Community Services (HCS), where you will play a key role in supporting individuals and families in accessing long-term care services. In this position, you will assist clients, partners, and the public by explaining agency processes, resolving complex service-related concerns, and interpreting policies and regulations. Your work directly supports the Home and Community Living Administration's (HCLA) mission to provide timely, person-centered services that help individuals remain in their homes and communities, improving access and outcomes for those we serve. Some of what you'll do:

• Serve as a senior customer service specialist handling complex, cross-agency inquiries and resolving client and stakeholder concerns.
• Provide front desk and phone support by greeting clients, answering calls, managing voicemail, and responding to public and partner inquiries.
• Assess, triage, and document client needs using systems such as 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, staff, and external partners.
• Process incoming and outgoing communications, including mail, fax, and intake referrals; assign and track referrals using agency systems.
• Maintain office operations by managing supply inventory, preparing application and field packets, and supporting fleet coordination activities.
• Support internal teams, including Adult Protective Services and Social Services Intake, while participating in trainings, meetings, and ongoing policy updates.

Desired skills, knowledge, and abilities:

• Strong customer service skills with the ability to resolve complaints and provide effective solutions.
• Proficiency in operating multiple computer systems and Microsoft Office applications.
• Ability to communicate clearly and professionally, both verbally and in writing, with diverse audiences.
• Sound judgment and decision-making skills, including the ability to assess situations and determine appropriate next steps.
• Ability to multitask, prioritize workload, and manage competing demands in a fast-paced office environment.
• Knowledge of general office practices, including report preparation, document handling, and records management.
• Ability to interpret and explain policies, procedures, forms, and services to clients and the public, including connecting individuals to appropriate resources.

Who should apply? We're looking for professionals who meet one of the following:

• An Associate's degree and three years of experience providing customer service support related to inquiries, complaints, or problem resolution; OR
• A Bachelor's degree and one year of experience providing customer service support related to inquiries, complaints, or problem resolution; OR
• An equivalent education and/or experience totaling five or more years in customer service support related to inquiries, complaints, or problem resolution.

Additional information:

• Work schedule: 8:00 AM - 5:00 PM, Monday through Friday
• Snohomish County employees are eligible to receive a free ORCA card for transportation use.

Ready to start a rewarding career? Apply today! Along with your application, please include:

• An updated resume
• Three professional references with contact information

Questions? Please reach out to DSHS Recruiter Saleen Hernandez at saleen.hernandez@dshs.wa.gov and reference job number #03791.