DSHS ESA Customer Service Specialist 2

Full Job Description

We are currently seeking a Customer Service Specialist 2 to join our team here at the Department of Social and Health Services (DSHS) in Lakewood, WA.

In this role you will serve customers independently, research & resolve customer complaints in person, by telephone, or electronically and utilize agency programs and resources to aid in delivering accurate information, while maintaining the appropriate level of confidentiality. Issue negotiables to clients and explain related policies and procedures.

This opportunity is in person, in the office 5 days a week Monday through Friday from 8am - 5pm.

Some of what you'll do:

• Interact positively and respectfully with external and internal customers either by telephone, electronically or face to face to address their needs
• Respond promptly to customer inquiries. Assess the circumstances and utilize agency programs such as Barcode, JP Morgan, E-Jas, Scheduler, Blue Slip, ACES Online, SharePoint, etc. to research and deliver accurate information
• Issue EBT cards, bus passes, gift cards, and vouchers to customers who have been authorized for benefits and explain how to use them
• Maintain accurate logs for negotiables
• Interpret agency policy and procedures and resolve issues by applying knowledge of the laws, regulation
• Provide guidance and general information services for all customers

What we're looking for:
Someone who is a quick learner, team player and able to self-start projects and stay focused on priorities and capable of working with all walks of life

Who should apply?
Those with:
An Associate degree
AND
Two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
OR
A Bachelor's degree; OR Equivalent experience providing assistance to customers regarding inquiries, complaints or problems.

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.

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.

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