Customer Service Representative

DSHS DDA Customer Service Specialist 2 As a member of the Customer Service Team, this position provides senior customer service support to the four offices located in Region 1 North. The official workstation is in the Spokane DDA Office, however as directed, this position will assist in covering four offices in Region 1 North. Responsible to ensure the office is opened Monday through Friday at 8:00am and closed at 5:00pm each day. This position will report directly to the Office Manager in Spokane DDA office. Incumbent works independently to assist clients, internal and external customers in identifying agency processes and procedures, resolving complex complaints, inquiries and customer service problems from clients, employees, community partners, general public, State and Federal Agencies. Resolve client complaints, inquiries, and customer service issues Interpret agency-related laws, policies and procedures and advise on proper procedures to access agency services Provide the day-to-day function of reception Carry out a variety of complex projects and assignments including establishing and revising electronic or manual record keeping systems (including data base files) Draft correspondence and compile reports Provide technical assistance and support to Case Resource Managers (CRMs in creating assessment packets, appointment letters, and compiling, recording and mailing 60 day packets. Some of what you will be doing: Act as a liaison between potential clients and agency assisting with applying for agency services, advising those seeking services of proper procedures involved in applying for agency services. Ensure client files transferred in and out of the region are processed properly and positive working relationships are maintained with other regions. Greet visitors to the office and refer to appropriate, staff, meeting room or office. Coordinate building and office meeting room space, maintain calendars and post for the region. Guide potential clients or individuals seeking services of proper procedures involved in applying for agency services. Respond to voice mail and email messages as soon as possible as per established policy. Collaborate with program staff to implement problem resolutions and communicate results to the client/customer. Make referrals to appropriate agencies, services or department. Ensure positive working relationships are maintained with other regions, agencies and organizations. Maintain confidentiality of restricted information. Comply with HIPPA policies. Use digital and manual record and data management systems e.g. CARE, TRACKS, Barcode Client registry, ADSA SharePoint Site, Outlook and other data management systems to enter, compile, look-up, track and/or report information, etc. Review computer generated reports for accuracy and completeness. Calculate data from information provided and prepare summaries, organizational charts, workflow charts and graphs, etc. Compare data from various sources to identify trends, differences, similarities, etc. Provide intake and eligibility packets. Enter and process birth – 3 eligibility applications Answers multiple phone lines system, directing callers to appropriate staff in courteous and professional manner. Provide the public, clients, providers and customers with explanation on forms, pamphlets and other materials. Provide oversight and back-up for incoming/outgoing/internal/external mail deliveries and fax processing. File documents in case files, purge, retrieve, and request files as directed. Archive office files in accordance with retention schedule policy. Provide oversight and backup for filing client records. Locating, purging, transferring and archiving client and contract files to include Public Disclosure, legal hold, and “Never Destroy” files. Yearly review and clean-up of NPS files. Represent the DDA and participate in community and agency meetings as required, demonstrating cooperative, professional communication skills. Actively and effectively contribute to the customer service team building processes. Liaise with Supervisors to induct new CRM’s. Coordinate CRM/client appointments, notifications, calendars, and rescheduling as necessary. Request interpreters as needed. Who we are looking for: Oversee daily maintenance of office equipment. Liaise with Supervisors to identify rotating Point Person for established and transitioning services (birth to three, NPS, ETC) Ability to effectively communicate with management, peers, clients, and the public as required to carry out the assigned duties of the position Ability to resolve customer service related complaints Ability to advise clients and the general public of proper procedures to access agency services Ability to assist clients in completing required forms Must be proficient at using the computer and Microsoft Office applications Ability to safeguard sensitive and confidential information and documents, maintain confidentiality regarding client information Ability to work collaboratively in a multi-disciplinary team setting Ability to demonstrate sensitivity to cultural diversity Ability to identify issues of a serious or sensitive nature that need to be reported to supervisor chain of command Ability to be flexible, adapt to change and respect differences in opinion and values Ability to multi-task in a fast paced environment, handle multiple urgent issues at the same time. Prioritize as needed, and keep key agency personnel notified as to client issues, environment issues, and personnel issues Ability to receive instructions, assimilate the information and act according to those instructions Willingness to support and have some interaction with people with intellectual disabilities Who should apply? Professionals with the following: High school diploma or equivalent; AND Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems; OR One year of experience as a Customer Service Specialist 1; OR Equivalent education/experience. 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 agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, 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? Please contact View email address on click.appcast.io and reference job number 06373. 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 View phone number on click.appcast.io. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or View phone number on click.appcast.io. Relationship and Reporting Structure (NEPOTISM) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position. E-Verify® is a registered trademark of the U.S. Department of Homeland Security. #J-18808-Ljbffr