Dept. of Social and Health Services invites applications for the position of:
Customer Service Specialist 2 04001
SALARY: $2,370.00 - $3,063.00 Monthly
OPENING DATE: 04/28/15
CLOSING DATE: 05/05/15 11:59 PM
DESCRIPTION:
The Aging and Long-Term Support Administration (ALTSA) vision: Seniors and people with disabilities living with good health, independence, dignity, and control over the decisions that affect their lives.
The Department of Social and Health Services, Home and Community Services Division (HCS),
Central Processing and Client Support Unit is on the lookout for one highly driven and devoted Customer Service Specialist who enjoys providing outstanding service to our clients, families, community members and stakeholders for our Lacey office.
DUTIES:
Role in our Organization:
As a Customer Service Specialist you are responsible for providing customer service, support and assistance, and problem resolution to clients/customers and agency staff for statewide HCS offices; for acting as a liaison between clients/customers, providers and the agency in regards to the manual and electronic processing of financial documents for both internal and external customers; for handling multiple documents that will determine DSHS program eligibility and for maintaining the front office with the most up to date information on the agency’s laws, regulations and processes to assist client/customers in obtaining services or the information they need. You are responsible for the receipt and disposition of warrants, cash and/or personal checks to the correct agency and/or client.
Although each day is different, the following duties encompass the normal everyday activities of the Customer Service Specialist 2:
Resolve client/customer service problems, complaints and inquires.
Serve as a liaison between clients/customers and agency.
Problem guidance and assistant to clients/customers in applying for benefits and services, to include assisting them with complying and submitting documentation used in determining program eligibility.
Refer and direct clients and the public to appropriate agency/staff for the determination of benefits.
Review all applications which are processed through Barcode for expedited services. Record date of receipt, record/verify client ID – check Barcode to determine if client is already on services.
If not, assign document to appropriate Financial Worker.
Gather, resolve, and record HCS client’s demographic information and type of services for which the client is applying for, to include accuracy of client and household information.
QUALIFICATIONS:
Required Education, Experience, Skills and Abilities:
Able to type a minimum of 40 words per minute; must be willing and able to pass a proficiency typing test administered by Department of Personnel and obtain a qualifying certificate.
AND
6 months of experience working in a high production unit with scanning and imaging experience
AND
Operate 10 key by touch
Plus one of the following:
An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems
OR
Bachelor’s degree
OR
Four years of experience providing assistance to customers regarding inquiries, complaints or problems
DESIRED EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
Skill and ability to use a computer, software applications and learn new programs (e.g.
Word, Outlook, SSPS Web Connect Plus, Microsoft Access and Microsoft Word, ACES);
Work quickly, calmly and accurately in a stressful high production environment; Ability to responding to e-mail and telephone requests while referencing computer data related to the e-mails and phone calls received; Ability to prioritize, multitask and organize job functions;
Ability to work closely with detail;
Ability to communicate clearly and effectively with management, peers, clients and the public as required to carry out the assigned duties of the position;
Ability to assess situations and utilize good professional independent judgment; Coordinate, consult and provide excellent customer service to external and internal stakeholders;
Use basic arithmetic to perform computations.
SUPPLEMENTAL INFORMATION:
*Carefully read the instructions below and review your application before submitting.* Application Instructions:
Applications for this recruitment will be accepted electronically only. Please click on the large apply button at the top of this announcement. If you have not done so previously, you will need to set up an account profile.
If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on "Look for Jobs" and enter 04001 in Keywords. Click "Apply
Search."
Please read the supplemental questions carefully and answer completely. Incomplete responses, including "please see resume" will disqualify you from further consideration. Responses not supported in your application may disqualify you from consideration for employment in this position.
To be considered for this position, you will need to do the following:
1. Complete the “work experience” section of your application. Comments such as “see resume” or “on file” will be considered incomplete and may not be considered to move forward in the selection process. Resumes will not be accepted in lieu of your "work experience".
2. If you have a foreign degree you must attach the US equivalency.
3. Attach letter of interest describing how your experience, training and education make you a viable and competitive candidate for this position.
4. Three professional references, with current contact information.
Failure to have the above information will disqualify you from consideration for employment in this position.
Other Information:
You will be required to comply with union shop requirements.
The Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the recruiter at (253) 983-6575. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Contact Us: For inquiries about this position or issues applying please contact the recruiter, Angel Correa, at 253.983.6575 or angel.correa@dshs.wa.gov (preferred) and reference *04001*
For more information in regards to the questionnaire and checklist please follow this link:
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1134255[4/30/2015 8:24:48 AM]
Customer Service Specialist 2 04001
SALARY: $2,370.00 - $3,063.00 Monthly
OPENING DATE: 04/28/15
CLOSING DATE: 05/05/15 11:59 PM
DESCRIPTION:
The Aging and Long-Term Support Administration (ALTSA) vision: Seniors and people with disabilities living with good health, independence, dignity, and control over the decisions that affect their lives.
The Department of Social and Health Services, Home and Community Services Division (HCS),
Central Processing and Client Support Unit is on the lookout for one highly driven and devoted Customer Service Specialist who enjoys providing outstanding service to our clients, families, community members and stakeholders for our Lacey office.
DUTIES:
Role in our Organization:
As a Customer Service Specialist you are responsible for providing customer service, support and assistance, and problem resolution to clients/customers and agency staff for statewide HCS offices; for acting as a liaison between clients/customers, providers and the agency in regards to the manual and electronic processing of financial documents for both internal and external customers; for handling multiple documents that will determine DSHS program eligibility and for maintaining the front office with the most up to date information on the agency’s laws, regulations and processes to assist client/customers in obtaining services or the information they need. You are responsible for the receipt and disposition of warrants, cash and/or personal checks to the correct agency and/or client.
Although each day is different, the following duties encompass the normal everyday activities of the Customer Service Specialist 2:
Resolve client/customer service problems, complaints and inquires.
Serve as a liaison between clients/customers and agency.
Problem guidance and assistant to clients/customers in applying for benefits and services, to include assisting them with complying and submitting documentation used in determining program eligibility.
Refer and direct clients and the public to appropriate agency/staff for the determination of benefits.
Review all applications which are processed through Barcode for expedited services. Record date of receipt, record/verify client ID – check Barcode to determine if client is already on services.
If not, assign document to appropriate Financial Worker.
Gather, resolve, and record HCS client’s demographic information and type of services for which the client is applying for, to include accuracy of client and household information.
QUALIFICATIONS:
Required Education, Experience, Skills and Abilities:
Able to type a minimum of 40 words per minute; must be willing and able to pass a proficiency typing test administered by Department of Personnel and obtain a qualifying certificate.
AND
6 months of experience working in a high production unit with scanning and imaging experience
AND
Operate 10 key by touch
Plus one of the following:
An Associate’s degree AND two years of experience providing assistance to customers regarding inquiries, complaints or problems
OR
Bachelor’s degree
OR
Four years of experience providing assistance to customers regarding inquiries, complaints or problems
DESIRED EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
Skill and ability to use a computer, software applications and learn new programs (e.g.
Word, Outlook, SSPS Web Connect Plus, Microsoft Access and Microsoft Word, ACES);
Work quickly, calmly and accurately in a stressful high production environment; Ability to responding to e-mail and telephone requests while referencing computer data related to the e-mails and phone calls received; Ability to prioritize, multitask and organize job functions;
Ability to work closely with detail;
Ability to communicate clearly and effectively with management, peers, clients and the public as required to carry out the assigned duties of the position;
Ability to assess situations and utilize good professional independent judgment; Coordinate, consult and provide excellent customer service to external and internal stakeholders;
Use basic arithmetic to perform computations.
SUPPLEMENTAL INFORMATION:
*Carefully read the instructions below and review your application before submitting.* Application Instructions:
Applications for this recruitment will be accepted electronically only. Please click on the large apply button at the top of this announcement. If you have not done so previously, you will need to set up an account profile.
If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on "Look for Jobs" and enter 04001 in Keywords. Click "Apply
Search."
Please read the supplemental questions carefully and answer completely. Incomplete responses, including "please see resume" will disqualify you from further consideration. Responses not supported in your application may disqualify you from consideration for employment in this position.
To be considered for this position, you will need to do the following:
1. Complete the “work experience” section of your application. Comments such as “see resume” or “on file” will be considered incomplete and may not be considered to move forward in the selection process. Resumes will not be accepted in lieu of your "work experience".
2. If you have a foreign degree you must attach the US equivalency.
3. Attach letter of interest describing how your experience, training and education make you a viable and competitive candidate for this position.
4. Three professional references, with current contact information.
Failure to have the above information will disqualify you from consideration for employment in this position.
Other Information:
You will be required to comply with union shop requirements.
The Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the recruiter at (253) 983-6575. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Contact Us: For inquiries about this position or issues applying please contact the recruiter, Angel Correa, at 253.983.6575 or angel.correa@dshs.wa.gov (preferred) and reference *04001*
For more information in regards to the questionnaire and checklist please follow this link:
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1134255[4/30/2015 8:24:48 AM]
