DSHS HCLA Customer Service Specialist 3

We are excited to announce an opening for a motivated and experienced Customer Service Specialist 3 to join our dedicated team of professionals in Everett, WA. In this role, you will serve as the primary point of contact for clients, families, community members and both internal and external stakeholders. Youll play a critical part in supporting individuals and advocates seeking guidance and assistance through our Home and Community Services programs, ensuring every interaction reflects our commitment to care, respect, and excellence. Responsibilities Independently responding to and guiding clients, families, and advocates with questions or issues related to accessing and using services and agency specific web tools, applications and/or online systems through telephone and office interactions Identifying issues, and determining procedural steps necessary to bring resolution Directing inquiries in a timely manner about services and eligibility requirements Assisting clients with the submission of necessary forms for the financial applications to facilitate the intake process Screening incoming faxed intake & referrals for accuracy and eligibility for long term care and assigning to social workers for assessment Processing incoming and outgoing mail, packages, and other delivered items from vendors, handling urgent and confidential documents Operating multiple computer applications and software to document and for data entry Eligibility High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems. OR One year of experience as a Customer Service Specialist 2. OR Equivalent education/experience. Please note: Snohomish County employees are eligible to receive an Orca Card for transportation needs. Key Knowledge, Skills and Abilities Skilled in phone and email interactions, ensuring clarity and professionalism Effectively handles complaints and guides customers with patience and efficiency Experienced with multiple computer programs like Microsoft Word, Excel, Outlook, and Access Thrives in fast?paced environments, balancing multiple tasks with efficiency Questions? Email Morgan Daggi or call the main Talent Acquisition line at 360?725?5810 and reference 08169. The Department of Social and Health Services 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 agencys 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. 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 applicants 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 drivers 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. 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 non?overtime 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?rated 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, 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 accrual 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 WAC 357?31?165(1) or the applicable collective bargaining agreement (CBA). Full?time employees who are in pay status for less than 80 non?overtime hours in a month do not earn a monthly accrual of vacation leave. Part?time employees accrue vacation leave hours in accordance with WAC 357?31?165(1) or the applicable collective bargaining agreement (CBA) on a pro?rated 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 WAC 357?58?175, 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, or for loss of pregnancy, are entitled to five (5) 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 Parental Leave Family and Medical Leave Act (FMLA) Leave Without Pay Please visit the State HR Website for more detailed information regarding benefits. Updated 07-21-2025 Seniority level Entry level Employment type Full?time Job function Other Industries Government Administration #J-18808-Ljbffr