DSHS DDA Customer Service Specialist 2

State of Washington•Pierce County – Tacoma, WA

1d•Onsite

About The Position

DSHS DDA Customer Service Specialist 2 Are you ready to put your exceptional Customer Service skills to use? Consider this exciting opportunity! We are looking for a Customer Service professional to provide support, assistance, and problem resolution for customers and staff at Tacoma's Field Service Office. In this role, you'll be the first point of contact for clients, families, and advocates seeking assistance through Developmental Disabilities Administration services programs via multi-system telephone or office visits. The schedule for this position is Monday to Friday 8:00AM-5:00PM. This is a 100% on-site position.

Requirements

Excellent communication skills.
Experience handling confidential material.
Ability to multi-task with the skill of prioritizing, using both organization and computer skills such as outlook and word, while simultaneously working with walk-in and over the phone customers.
Excellent organizational skills; ability to multitask and stay calm while working with clients who may be upset.
Prior experience in a fast-paced office setting with extensive face-to-face customer interaction.
Ability to understand, interpret and apply knowledge of WAC's, RCW's, regulations, and policies to resolve customer inquiries, complaints, and concerns.
A valid driver’s license.

Responsibilities

Provide professional-level customer services to both internal and external customers.
Interact with the public in person and on a multi-line phone system.
De-escalate verbal confrontations and establish resolutions.
Ensure maintenance and proper use of office equipment.
Maintain phone lists and other reference materials.
Process incoming and outgoing mail.
Resolve customer service-related issues and determine the necessity of referrals to supervisors, law enforcement, and other staff.
Assist clients with agency procedures and with completing DSHS paperwork while checking for accuracy and completeness.
Use complex computer programs, internet sites, and resources to provide for customer needs.
Manage, navigate and maintain complex filing.
Perform other duties as required.