Customer Service Specialist

Salary : $44,856.00 - $59,760.00 Annually
Location : Spokane County - Cheney, WA
Job Type: Full Time - Permanent
Job Number: 26 CP CSS2 2011
Department: Office of the Secretary of State
Division: Corporations
Opening Date: 09/10/2026
Closing Date: 9/17/2026 5:00 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step


Description
The Office of Secretary of State (OSOS) offers some of the most unique and diverse job opportunities in state government. Its critical responsibilities include: ensuring a fair and accurate elections process; connecting Washingtonians through the power of libraries; protecting our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse. This independent office under the state Constitution operates from facilities in the Olympia area and statewide.

The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal program.

The Division is instrumental in Washington's business and nonprofit community. This division registers all corporations, charities, and nonprofits in Washington State, and it provides essential information about businesses and charities to promote public trust and confidence. Information available in public records about registered corporations and charities can now be searched online.

Additionally, the Corporations Division registers trademarks for use in Washington, administers the Apostilles Program to authenticate notarized documents for international use, and administers the Domestic Partnership Program.
Customer Service Specialist
Full-time, Permanent


This position reports to the respective Program Specialist 3 within the designated program and supports the organization's mission by providing customer service by phone, chat, mail, email, and in person. This position additionally processes various filings and researches and applies rules, guidelines, statutes, and division requirements
This job posting will be used to fill multiple vacancies.

Duties

Assists customers by phone, chat, email and/or via online filing system, in reviewing and processing various filings across the division Tasks include:

• Independently responds to and resolves inquiries, complaints, and customer service issues via email, chat and phone.
• Provides customer service and assistance regarding forms, online processes, and other filing requirements for the division.
• Reviews documents (within the online filing system) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers via phone, chat, and email regarding documents filed and payments received.
• Prepares online documents for the program's database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.

Serves customers in person in reviewing and processing various fillings across the division
Tasks include:

• Reviews documents received in person (ex: originals, mail, front counter) from organizations required to file or register in accordance with state statutes and rules and determine fees, when appropriate.
• Follows up and resolves issues with customers in person regarding documents filed and payments received.
• Assists in receiving, sending and filing USPS mail.
• Prepares documents in person for the program's database, makes determinations based on statutes, rules, and division guidelines, whether the organization has met the registration requirements and provides the appropriate customer follow-up.
• Provides information to the public, registered entities, and federal, state, and local governmental organizations.

Miscellaneous
Tasks include:

• Performs other duties as assigned.
• Fills in for other Customer Service Specialist 2 vacancies and/or other business needs when needed.

Qualifications

REQUIRED QUALIFICATIONS

• Two years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.
• Ability to work with a high degree of accuracy and attention to detail.
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position.

PREFERRED/DESIRED QUALIFICATIONS

• Proficient in Spanish; reading, writing and verbal communication.
• Office/clerical experience including drafting and proofreading correspondence, filing, answering phones, and/or responding to email from internal and external customers.
• Experience applying knowledge or agency laws, regulations, and procedures in resolution of inquiries, complaints and problems while maintaining appropriate confidentiality.
• Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria.

PLEASE READ: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification.


At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.

Supplemental Information

WORKING CONDITIONS
The incumbent will work primarily in an office environment with standard office equipment. This position requires sitting at a computer for long periods of time. The standard work hours are Monday-Friday from 8:00 AM to 5:00 PM but must be available to work a designated shift within the office core hours of 7am-6pm; some weekend work and occasional overtime may be required to address high volumes. The incumbent of this position will communicate information both verbally and written and primarily with external customers; works within a diverse, customer orientated group of people and communication styles, providing quality and productive customer service. The incumbent must represent the Office of the Secretary of State in a competent, confident, and professional manner. Strong customer service skills are a must for this position.

How to Apply:

• To be considered for this position you must attach the following:
  • Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
  • Current Resume
  • Three Professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered.
• All veterans must include a copy of your DD214 to receive preference in the hiring process. You must black out your social security number before attaching it to your application.

The Office of the Secretary of State is an equal opportunity employer (EOE). We do not discriminate on the basis of religion, age, gender, marital status, color, creed, national origin, political affiliation, military status, gender identity, sexual orientation, gender identity, or any sensory, mental or physical ability. All interested candidates are encouraged to apply. Persons of disability needing assistance in the application process, or those needing the announcement in alternative format, should call View phone number on click.appcast.io.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.


Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.


Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.


Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.


Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing

Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026
01


Where did you hear about this job opening?
02


Do you have a family member or relative currently employed at the Office of the Secretary of State? *Relative includes: parent, child, spouse, domestic partner, brother, sister, grandparent, aunt, uncle, cousin, niece, any 'step' relations within the preceding categories, any in-law relations within the preceding categories and any others living in the employee's household*

• Yes
• No

03


If you answered yes in the previous question, what is the name of your family member/relative?
04


PLEASE READ THE BELOW AND TYPE YOUR INITIALS IN RESPONSE TO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THESE STATEMENTS. • The Office of the Secretary of State has a Nepotism Policy that does not allow employment of relatives or family members in the same chain of command. I acknowledge this policy and I do not have familial connections or household members employed at the Office of the Secretary of State. I understand that if I am hired and it is discovered that I have a relative or household member working in the same division, my employment will be terminated immediately.
05


Do you have TWO YEARS of experience independently responding to and resolving inquiries, complaints, and client/customer service issues?

• Yes
• No

06


In reference to the above question, describe how you have achieved working-level customer service skills - the ability to build and maintain customer relations and satisfaction, as well as when and where you gained this competency.
07


Are you able to work with a high degree of accuracy and attention to detail?

• Yes
• No

08


Please provide examples of where you professionally applied a high degree of accuracy and attention to detail.
09


Can you efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position?

• Yes
• No

10


Are you able to proficiently speak, write, and read Spanish?

• Yes
• No

11


Do you currently or have you previously worked for a state entity/agency?

• Yes
• No

12


If you answered yes to the above question, what state entity/agency did/do you work for? If you answered no, please write "N/A" in the box below.
13


Why did you, or why do you want to leave this state entity/agency?
14


The Office of the Secretary of State is a values-based organization. What are some of your professional core values and why (list 3)?
15


Please provide your definition of "office culture".
16


This position has a requirement to be physically in the office. Are you able to do this? Please answer YES or NO.

• Yes
• No

Required Question