DSHS ESA CSD Customer Service Specialist 2

DSHS ESA CSD 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 will be part of the Community Services Division (CSD) team serving clients at the Spokane Valley Community Services Office. This is often the first place people turn when life feels uncertain. They may need food assistance, help replacing an Electronic Benefit Transfer card, directions to community resources, or answers about program eligibility and services. In these moments, you listen, explain, and guide, helping customers navigate complex systems in a way that feels clear, respectful, and human. In addition to direct customer service, you play an important role in keeping the office running smoothly. You process negotiables, manage incoming and outgoing mail, maintain supplies, support staff needs, and help ensure records are accurate, secure, and handled appropriately. Your work supports confidentiality, strengthens team operations, and ensures services continue without disruption. If you want to be part of a team dedicated to supporting Washington residents with dignity and respect, this is an opportunity to build a meaningful public service career. See why people like you choose careers at DSHS:

• Provide front desk customer service by greeting visitors, answering questions, and assisting with applications, forms, and program information.
• Process and issue negotiables, including Electronic Benefit Transfer (EBT) cards, while ensuring security, accuracy, and compliance with policies and procedures.
• Research and respond to customer inquiries using agency systems to provide clear and accurate information.
• Support daily office operations by managing mail distribution, maintaining office supplies and equipment, scheduling meeting rooms, and assisting staff, including teleworking employees.
• Maintain records in accordance with retention schedules and document management requirements.
• Travel occasionally to support office coverage, meetings, and trainings at other locations.
• Perform other duties as assigned.

What we are looking for:

• Provide compassionate, respectful, and professional customer service while effectively communicating with individuals from diverse backgrounds, including vulnerable populations and individuals experiencing homelessness or mental health challenges.
• Communicate clearly and professionally, using strong interpersonal and conflict-resolution skills to de-escalate difficult situations and respond appropriately to frustrated or demanding individuals.
• Thrive in a fast-paced, high-volume environment by balancing multiple priorities, adapting to changing needs, and maintaining accuracy, professionalism, and composure under pressure.
• Use computers and multiple electronic systems efficiently to research information, maintain records, and accurately process data while assisting customers.
• Work collaboratively with staff and customers while maintaining confidentiality and exercising sound judgment in daily operations.

Who should apply? We are searching for professionals with:

• Two or more years of experience providing customer or client assistance with inquiries, complaints, or problem resolution, AND a high school diploma or equivalent. OR
• One year of experience as a Customer Service Specialist 1. OR
• An equivalent combination of education and/or relevant experience totaling two or more years.

Interested? Along with your application, please include:

• An updated resume
• Three professional references with contact information

Questions? Please reach out to DSHS Recruiter Ricky Luna at View email address on click.appcast.io and reference job number #04353.

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.

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 View phone number on click.appcast.io. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or View phone number on click.appcast.io.

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