HCLA CUSTOMER SERVICE SPECIALIST 2

就业类型： Full Time - Permanent

SeattleCH 工作分析

💡 智能摘要

阅读时间: 2 分钟 ▼

📄 职位概述

HCLA客户服务中心专员2职位隶属于DSHS内部，主要负责为内外部客户提供高质量的面对面、电话和电子邮件客户服务，处理咨询，协助客户获取机构服务。该职位强调在支持性团队环境中具备优秀的沟通能力、组织能力和保密意识。

📋 主要职责

处理一般性问题并解决客户投诉和咨询
接待访客，协调办公空间并管理日程安排
专业接听电话并正确引导来电者
回应客户和利益相关方的电子邮件和语音留言
协助客户解读表格和机构程序
与其他机构和组织保持良好关系
管理复杂项目，包括记录管理系统

🛠 所需技能

技术技能

Microsoft Office Applications (Word, Excel, Outlook) Email and Calendar Management Systems Phone System Operation Database Management (Manual or Electronic Records) Data Entry and Proofreading Basic Computer Skills

软技能

出色的沟通能力以客户为中心的服务意识解决问题的能力适应力保密性协作能力文化意识

🎓 资格要求

学历

副学士学位或学士学位

经验

3年客户服务经验（副学士）或1年（学士）

⭐ 理想候选人

理想的候选人是一位注重细节的专业人士，具备强大的客户服务技能，有处理客户咨询和投诉的实际经验，并熟练掌握Microsoft Office应用。他们能够在多任务环境中表现出色，展现出出色的沟通和解决问题的能力，确保客户互动顺畅，办公运营高效。

💬 面试准备

请描述一次您高效解决复杂客户投诉的经历。您是如何处理的？

他们想评估您的问题解决能力、在压力下的冷静表现以及与客户沟通的有效性。

提供一个具体场景，说明您如何识别问题、积极与客户沟通、实施解决方案，并跟进以确保客户满意。

如果同时有多个客户寻求帮助，可能会使您的日程安排变得紧张，您会如何应对？

这测试您的组织能力、优先级安排能力和在时间限制下高效管理多项任务的能力。

描述您的分诊方法，使用日历和任务清单等工具，以及如何有效分配或管理来电以确保及时回应所有客户。

您在管理与客户服务相关的数据库或电子记录方面有何经验？

他们需要验证您在处理客户互动和行政任务中所需的数据管理系统的技术技能。

从之前的工作中提供具体例子，说明您如何管理客户数据库、确保数据准确性或利用电子记录系统来优化流程。

💡 申请技巧

突出您处理客户咨询和解决投诉的经验，强调可量化的成果，例如投诉解决时间缩短或客户满意度提升。
在之前的工作中量化您的成就，使用如‘缩短处理时间20%’或‘提高电子邮件回复率30%’等指标。
包含关键词如‘客户服务’、‘Microsoft Office熟练’、‘日程管理’和‘数据录入’，以符合职位描述的要求。
定制您的简历，突出政府或公共服务背景的相关经验（如适用），强调与职位描述中列出的职责相似的可转移技能和职责。
在求职信中，强调您对公共服务的热情以及适应结构化环境的能力，同时说明您的背景如何与机构的使命和价值观相契合。

🚀 职业发展

此职位可提供晋升机会，例如成为高级客户服务中心专员、晋升为团队主管或进入政策分析师等专业角色，具体取决于进一步的培训和经验。

AI分析提供：SeattleCH

原始职位描述

岗位描述

DSHS HCLA– 客户服务专员2

作为客户服务专员2加入我们的团队，家庭与社区生活管理局（HCLA），服务于发展性残疾社区服务（DDCS）在埃弗雷特现场服务办公室。该职位为办公室内工作，提供面对面、电话和电子邮件的客户服务支持，面向内部和外部客户。任职者将独立工作并与专职团队协作，帮助个人和家庭了解申请流程和机构程序，以获取服务。您将在解决复杂咨询和问题、连接人们与地区社区合作伙伴和资源方面发挥重要作用。该职位提供一致的高质量服务，以确保并维持办公室的顺畅和高效运作。

您将负责的工作包括：

处理一般性问题，协助解决客户投诉、咨询和客户服务问题
接待办公室访客，并引导至相应工作人员、会议室或办公室
协调建筑和办公室会议室空间，并维护日程安排
回答多线路电话系统，以礼貌和专业的态度将来电者转接至相应工作人员
回复来自客户、员工和其他利益相关者的电子邮件和语音留言
向公众、客户、服务提供者和用户提供协助，解释表格、小册子，并说明正确流程以获取机构服务
与其它地区、机构或组织保持良好的工作关系
执行多种复杂项目和任务，包括建立和修订电子或纸质记录系统（包括数据库文件）
强大的组织能力与细致入微的注意，包括数据录入、校对和档案管理
为客户服务专员3提供支持和备份

希望具备的技能、知识和能力：

在快节奏环境中具备出色的客户服务技能
能够根据岗位职责要求，有效与管理层、同事、客户及公众沟通
能够通过口头和书面方式传达信息，使他人理解并协助客户完成所需表格
必须熟练使用计算机和 Microsoft Office 应用程序
能够在多学科团队环境中协作工作
能够保护敏感和机密信息及文件，并保持客户信息的保密性
有处理多项优先事项的经验，并能及时通知关键部门人员有关客户问题、环境问题及个人问题
能够识别需要上报给上级指挥链的严重或敏感问题
能够灵活应对变化，尊重不同意见和价值观
承诺培养文化意识和多样性，并与所有人保持尊重的互动，包括有智力障碍的人士

谁适合申请？
我们正在寻找符合以下任一条件的专业人士：

拥有副学士学位，并具有三年协助客户解决投诉或问题的经验

或

拥有学士学位，并具有一年协助客户处理咨询、投诉或问题的经验

或

具备同等经验，协助客户处理咨询、投诉或问题

其他信息：

工作时间：周一至周五，上午 8:00 至下午 5:00
索诺莫什县员工可申请获得 Orca 卡以满足交通需求

准备开启一份有成就感的职业生涯了吗？立即申请！
请在申请中附上以下材料：

一份更新后的简历
三位专业推荐人及其联系方式

有问题吗？
请与DSHS招聘专员Peter Bonato联系 peter.bonato@dshs.wa.gov 并在申请中注明 #03771。

华盛顿州社会与健康服务部（DSHS）的愿景是，人们能够通过获得社会服务来塑造自己的生活。为此，我们需要团结一致，秉持归属感、共同目标、共享价值观和有意义的工作。我们机构的愿景要求您在与DSHS合作的过程中，体现出公平、可及性和社会正义的承诺。我们致力于支持所有华盛顿州居民，包括黑人、原住民和有色人种、有身体、行为健康和智力残疾的人、老年人、LGBTQIA+群体成员、移民和难民，以及正在建立财务安全的家庭。

补充信息

在新员工入职前，可能会进行背景调查，包括犯罪记录。背景调查所得信息并不一定会影响雇佣决定，但将作为评估申请人是否适合并有能力胜任该职位的参考。本公告可用于填补多个职位空缺。员工在执行公务时驾驶车辆，必须持有有效的驾驶执照。员工在公务中使用私人车辆驾驶时，必须为其私人车辆购买第三者责任保险。

华盛顿州社会与健康服务部是平等机会雇主，不会在任何就业领域、项目或服务中基于年龄、性别、性取向、性别、性别认同/表达、婚姻状况、种族、宗教、肤色、国籍、政治立场、军事状况、荣誉退伍军人、越战时期退伍军人、近期退伍军人或其他受保护退伍军人身份、任何感官、精神或身体残疾、或残疾人使用经过训练的导盲犬或服务动物的情况、同等薪酬或基因信息而进行歧视。如您需要在申请过程中或本职位公告中获得其他格式的协助，请联系招聘专员，电话：(360) 725-5810。聋人或听力障碍的申请人可通过华盛顿州转接服务拨打7-1-1或1-800-833-6384进行联系。

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SeattleCH Job Analysis

💡 Smart Summary

Reading time: 2 min ▼

📄 Position Overview

The Customer Service Specialist 2 role at HCLA within DSHS supports both internal and external customers by providing high-quality in-person, phone, and email customer service, resolving inquiries, and facilitating access to agency services. This position emphasizes strong communication, organizational skills, and confidentiality in a supportive team environment.

📋 Key Responsibilities

Field general questions and resolve client complaints and inquiries.
Greet visitors, coordinate office space, and manage calendars.
Answer phone calls professionally, directing callers appropriately.
Respond to emails and voicemails from clients and stakeholders.
Assist clients with interpreting forms and agency procedures.
Maintain positive relationships with other agencies and organizations.
Manage complex projects including record keeping systems.

🛠 Required Skills

Technical Skills

Soft Skills

Excellent Communication Customer Service Orientation Problem Solving Adaptability Confidentiality Collaboration Cultural Awareness

🎓 Qualifications

Education

Associate's degree or Bachelor’s degree

Experience

3 years of customer service experience (Associate's) or 1 year (Bachelor’s)

⭐ Ideal Candidate

The ideal candidate is a detail-oriented professional with robust customer service skills, proven experience in managing client inquiries and complaints, and strong proficiency in Microsoft Office applications. They excel in multitasking environments, demonstrating excellent communication and problem-solving abilities to ensure smooth client interactions and efficient office operations.

💬 Interview Preparation

Tell me about a time when you had to resolve a complex client complaint efficiently. How did you handle it?

They want to assess your problem-solving skills, ability to remain calm under pressure, and effectiveness in client communication.

Provide a specific scenario where you identified the issue, communicated proactively with the client, implemented a solution, and followed up to ensure satisfaction.

How would you handle a situation where multiple clients are seeking assistance simultaneously, potentially overwhelming your schedule?

This tests your organizational skills, prioritization abilities, and capacity to manage multiple tasks efficiently under time constraints.

Describe your triage approach, use of tools like calendars and task lists, and strategies for delegating or managing calls effectively to ensure timely responses to all clients.

What experience do you have with managing databases or electronic records relevant to customer service roles?

They need to verify your technical skills in handling data management systems crucial for client interactions and administrative tasks.

Give concrete examples from previous roles where you managed client databases, ensured data accuracy, or utilized electronic records systems to streamline processes.

💡 Application Tips

Highlight your experience handling client inquiries and resolving complaints, emphasizing quantifiable outcomes such as reduced complaint resolution time or increased client satisfaction scores.
Quantify your achievements in previous roles, using metrics like 'decreased turnaround time by 20%' or 'increased email response rates by 30%'.
Include keywords like 'customer service', 'Microsoft Office proficiency', 'calendar management', and 'data entry' to align with the job description requirements.
Customize your resume to showcase relevant experience in government or public service settings, if applicable, emphasizing transferable skills and duties similar to those listed in the job posting.
In your cover letter, emphasize your enthusiasm for public service and your ability to adapt to structured environments, while providing context on how your background aligns with the agency’s mission and values.

🚀 Career Path

This position can lead to advancement opportunities such as becoming a Senior Customer Service Specialist, transitioning into a supervisory role like a Team Leader, or progressing into specialized roles like Policy Analyst within the agency, depending on additional training and experience.

AI Analysis by SeattleKR

Original Job Description

Description

DSHS HCLA– Customer Service Specialist 2

Join our team as a Customer Service Specialist 2 with the Home and Community Living Administration (HCLA), serving Developmental Disabilities Community Services (DDCS) in the Everett field service office. This position is in-office only, providing customer service support in person and via phone and email to both internal and external customers. The incumbent will work both independently and collaboratively with a dedicated team to help individuals and families navigate applications and agency processes to access services. You will play an important role in supporting clients by resolving complex inquiries and concerns and connecting people to community partners and resources across the region. This role provides consistent, high-quality service delivery to ensure and maintain smooth and responsive office operations.

Some of what you'll do:

Field general questions and assist in resolving client complaints, inquiries, and customer service issues
Greet visitors to the office and refer to the appropriate, staff, meeting room, or office
Coordinate building and office meeting room space and maintain calendars
Answer multiple line phone system, directing callers to appropriate staff in a courteous and professional manner
Respond to email and voicemail messages from clients, staff, and other stakeholders.
Provide the public, clients, providers, and customers with assistance interpreting forms, pamphlets, and explaining the proper procedures to access agency services
Ensure positive working relationships are maintained with other regions, agencies, or organizations
Carry out a variety of complex projects and assignments including establishing and revising electronic or manual record keeping systems (including database files)
Strong organizational skills with attention to detail, including data entry, proofreading, and records management
Provide backup and support to the Customer Service Specialist 3

Desired skills, knowledge, and abilities:

Excellent customer service skills in a fast-paced environment
Ability to effectively communicate with management, peers, clients, and the public as required to carry out the assigned duties of the position
Ability to communicate information both orally and in writing so others will understand and help assist clients in completing required forms
Must be proficient at using the computer and Microsoft Office applications
Ability to work collaboratively in a multi-disciplinary team setting
Ability to safeguard sensitive and confidential information and documents and maintain confidentiality regarding client information
Experience in managing competing priorities and keeping key agency personnel notified as to client issues, environment issues, and personal issues
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
Commitment to fostering cultural awareness and diversity, and maintaining respectful engagement with all individuals, including those with intellectual disabilities

Who should apply?
We’re looking for professionals who meet one of the following:

Associates degree and three (3) years of experience assisting customers to resolve complaints or problems

A Bachelor’s degree and one (1) year of experience assisting customers regarding inquiries, complaints, or problems

Equivalent experience assisting customers regarding inquiries, complaints, or problems.

Additional information:

Work schedule: 8:00 AM - 5:00 PM, Monday through Friday
Snohomish County employees are eligible to receive an Orca Card for transportation needs.

Ready to start a rewarding career? Apply today!
Along with your application, please include:

An updated resume
Three professional references with contact information

Questions?
Please reach out to DSHS Recruiter Peter Bonato at peter.bonato@dshs.wa.gov and reference job number #03771.

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 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.

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.

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申请期限

7天 09:30:37

开始日期 5/15/2026 (五)

截止日期 5/22/2026 (五)

11:59 PM 截止

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