WA Cared Fund Customer Care Specialist – Customer Service Specialist 2
Are you a skilled communicator with an interest in connecting with the public to help them understand the new WA Cares Fund?
We are excited to be hiring multiple Customer Care Specialist 2s to join our Aging and Long-Term Support Administration WA Cares Fund team. Working as part of a brand new WA Cares Fund Customer Care team, this is a unique opportunity where you will be one of the foundational members as we build and launch the nation’s first Long-Term Services and Supports social insurance program.
The WA Cares Fund is the first program of its kind in the United States and is the latest example of why Washington State is a national leader in long-term care policy. Our team is responsible for designing and implementing the program and helping Washingtonians understand this new benefit. As one of the first ten members of the WA Cares Fund team, you will be on the ground floor of this initiative and be able to make critical contributions to ensure the public understands the benefits of WA Cares Fund.
As a Customer Care Specialist 2, your primary job duties will be to provide customer service for a variety of WA Cares customers, including the general public. This includes answering calls, emails, and secure messages regarding program requirements, eligibility criteria, and services available. This team will also support WA Cares Fund applicants and beneficiaries when benefits become available in 2025.
This team works remotely.
Some of what you’ll do:
Independently address customer concerns by identifying the issues, determining procedural steps necessary to bring resolution, and communicating results to the customer.
Always maintain appropriate confidentiality. Create and manage customer profiles once applications are available and maintain the integrity of the data and information.
Act as a liaison between the general public, customers, and the agency.
Provide agency interpretation and apply knowledge of laws, regulations, and processes in the resolution of inquiries, complaints, and problems.
Prepare and send documents to customers via mail as needed.
Explain WA Cares Fund program requirements, eligibility criteria, and services available.
Use computer applications and software to track the resolution of customer questions and issues.
Collaborates across agencies to respond to inquiries from employers, providers, and the public.
This position’s typical workday will be 8:00 a.m. – 5:00 p.m, however, shifts may vary depending on call volume.
What we’re looking for:
An expert communicator with the ability to provide high-quality customer service.
A driven customer care professional whose curiosity motivates them to improve and provide valuable feedback to leadership.
An organized person who can thrive in a fast-paced and developing environment.
People who are bilingual in Spanish, Vietnamese, Cambodian, Laotian, Chinese, or Russian are encouraged to apply.
Professionals with one of the following should apply:
A Bachelor’s degree
An Associate’s degree AND two years of experience providing assistant to customers regarding inquiries, complaints, or problems
Four years of experience providing assistance to customers regarding inquiries, complaints, or problems in an office environment
Please include the following with your application material:
Current Chronological resume
Letter of interest
Questions about the application process? Email [email protected] and reference #07141.
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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