DSHS ESA Customer Service Specialist 2

Full Job Description

DSHS ESA Customer Service Specialist 2

Are you looking for a job where your work truly helps people?

As a Customer Service Specialist 2, with the Economic Services Administration (ESA), you’ll be the first face clients see when they come to us for support at the Belltown Community Services Office.

People walk through our doors when life feels uncertain.

They may need food assistance, help replacing an Electronic Benefit Transfer card, directions to a community resource, or answers about a program. You listen. You explain. You guide.

You make the process feel less confusing and more human.

Behind the scenes, you also keep the office running smoothly. You handle negotiables, track supplies, process mail, support staff and help ensure records are accurate and secure. Your work protects confidentiality, supports your coworkers and keeps services moving for our customers.

If you want to be part of a team that supports Washington residents, this is your chance to build a meaningful public service career.

Note:

• King County employees receive 5% premium pay in addition to the advertised salary and are eligible to receive a free ORCA card for transportation use.

• On-site parking is not available at this time due to limited capacity. Public transportation is recommended.

See why people like you choose careers at DSHS:

Some of what you'll do:

• Greet customers in person and respond to questions about programs and services.
• Process and issue negotiables to customers, such as Electronic Benefit Transfer cards, and explain related policies and procedures.
• Research customer inquiries using agency systems and provide clear, accurate information.
• Maintain office supply inventory and support staff with supply and equipment needs.
• Assist customers with applications and required paperwork.
• Provide office support for all CSD staff, including those who are teleworking.
• Process and distribute incoming and outgoing mail and coordinate with postal or delivery services as needed.
• Maintain security and accuracy of all negotiables.
• Follow records retention schedules for maintaining and destroying documents.
• Schedule meeting rooms for staff and partner agencies.
• Travel occasionally to support coverage, meetings or training at other offices.
• Perform other duties as assigned.

What we are looking for:

Outstanding Customer Service: Proven ability to provide compassionate, respectful, and professional service and communication in every interaction with both external and internal customers.

Experience working with vulnerable populations, including those experiencing homelessness or mental health challenges, is highly desired.

Cultural awareness: Connect respectfully with people from diverse backgrounds, experiences and cultures, adjusting your communication style so everyone feels heard and understood.

Technical proficiency: Work comfortably at a computer using multiple electronic systems at the same time, entering information accurately while continuing to assist customers.

Adaptability: Thrive in a high-volume, fast-paced and sometimes stressful environment, balancing multiple priorities while maintaining accuracy and composure.

Conflict management: Stay calm and professional when interacting with hostile, frustrated or demanding individuals, using de-escalation skills and sound judgment to move situations toward resolution.

Who should apply?

Two or more years of experience providing assistance to clients/customers regarding inquiries, complaints or problems AND high school diploma or equivalent.
OR
One year of experience as a Customer Service Specialist 1
OR
Equivalent education/experience.

Interested? Apply today! Along with your application please include:

• Letter of Interest: describing your qualifications for this specific position.

• Resume: that details your applicable experience and education.

• References: at least three professional references and current contact information, email preferred.
  

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.Questions?

Please contact the assigned DSHS recruiter by email vincent.hamilton@dshs.wa.gov and quote job number 02419.

Additional 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.

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.