DSHS DDA Customer Service Specialist 2

Salary : $3,239.00 - $4,299.00 Monthly
Location : Pierce County - Tacoma, WA
Job Type: Full Time - Permanent
Job Number: 2024-11274
Department: Dept. of Social and Health Services
Division: DDA
Opening Date: 10/10/2024
Closing Date: 10/20/2024 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
Description
DSHS DDA Customer Service Specialist 2
Are you a problem-solver with a passion for delivering people-focused customer service? Join the working at our Tacoma office as a Customer Service Specialist 2. You'll be at the frontline, helping our customers navigate their challenges while making a lasting impact on their experience. This isn't just any customer service role-this is where you become the go-to expert, offering support with precision, empathy, and professionalism.
At the , we believe in empowering our teams to take ownership of their work. You'll have the opportunity to work with cross-functional teams, showcase your communication skills, and find solutions that truly make a difference. We're looking for someone who thrives in fast-paced environments, can juggle multiple tasks, and is always ready for the next challenge. If this sounds like you, read on!
Please note: This is an in-office position. You will be expected to work out of the Tacoma office full time.
Pierce County employees are eligible to receive an Orca Card for transportation needs.
Some of what you'll do:

• Act as a liaison to resolve client complaints, inquiries, and customer service issues.
• Greet visitors to the office and refer to appropriate staff, meeting room, or office.
• Answer multiple line phone system, directing callers to appropriate staff in a courteous and professional manner.
• Use the electronic Records Management Tool to manage all incoming documents.
• Direct clients to appropriate case management resources.
• Provide the public, clients, providers, and customers with explanations on forms, pamphlets, and other materials.
• Review computer-generated reports for accuracy and completeness, review and prepare data dissemination to the office.
• Ensure positive working relationships are maintained with internal staff as well as with other agencies, or organizations.
• Respond to email and voicemail messages.
• Prepare purged files to be sent to the Records Center and retrieve files when needed.

Additional skills, knowledge and abilities we're looking for:

• Strong communication skills: You can convey information clearly and empathetically, both verbally and in writing.
• Organizational Savvy: You're adept at keeping track of multiple customer cases, following up in a timely manner, and ensuring nothing falls through the cracks.
• Tech-Savvy: Comfortable navigating software systems to track and manage customer information with ease. Programs such as CARE, Microsoft Office, ACES, Barcode, ProviderOne, electronic records management tools, and more.
• Adaptability: You're comfortable with shifting priorities and can quickly adjust to new processes or customer needs.
• Collaborative spirit: You work well with others and understand that teamwork is key to delivering the best customer outcomes.
• De-escalation skills: Ability to remain calm while working with clients, families, and the general public who may be upset.
• Respectful: Maintain confidentiality of all client data.

Who should apply?
Professionals with an associate degree AND two years of clerical experience providing assistance to customers regarding inquiries, complaints, or problems
OR
A bachelor's degree
OR
Four or more years of clerical experience providing assistance to customers regarding inquiries, complaints, or problems.
Interested? Apply today!
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.
Questions about this opportunity? Please contact DSHS Recruiter Georgina Pringle at and reference project number 11274.
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.
E-Verify® is a registered trademark of the U.S. Department of Homeland Security
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
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.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022