What are the responsibilities and job description for the DSHS ESA Customer Service Specialist 2 position at State of Washington Dept. of Social and Health...?
Description
Jumpstart your career in public service! Join DSHS on our mission to partner with people to access support, care, and resources as a Customer Service Specialist 2!
Are you ready to make a real difference in your community? We have an exciting opportunity at the Bellingham Community Services Office within the Economic Services Administration (ESA) Community Service Division (CSD). In this role, you'll be providing essential support to both customers and staff, offering solutions and assistance that truly matter.
As a Customer Service Specialist, you will independently resolve complaints, inquiries and client/customer service problems while maintaining appropriate confidentiality. Provides agency interpretation and applies knowledge of laws, regulations, and processes in the resolution of inquiries, complaints and problems. Utilize agency programs and resources to aid in delivering accurate information, while maintaining the appropriate level of confidentiality. Issue negotiables and EBT cards to customers and explain related policies and procedures. Perform office inventory duties, and generate fiscal requests for supplies. Represent the agency in a positive, respectful and professional manner as a primary point of contact for customers.
Some of what you'll do:
- Track and issue highly negotiable electronic benefits through close coordination with the Fidelity Information System (FIS) and the Electronic Benefits Transfer system (EBT). Utilizing program knowledge assists staff and customers with unusual Electronic Benefit Transfer issues, issue EBT cards, train customers on the availability and use of EBT benefits, and maintenance of records in the the Fidelity Information System (FIS).
- Assure customers of availability of benefits. Problem solve for customer who have difficulty accessing their benefits through the EBT system. Assist in resolution of complaints, inquiries and customer problems.
- Provide general program information to customers of public assistance, the public and other agencies. Advise customers and the general public of procedures to access agency services.
- Provides assistance to customers on completing electronic or paper applications, review, or changes. Recognize and advise Financial and Social Services Specialist /Social Workers of customers who may need assistance in accessing services.
- Maintains accurate handling and security of all negotiable items including EBT cards, bus vouchers, warrants and other negotiable items received for distribution to customers.
- Processes and issues the negotiable and maintains record keeping of accountability. Determines when to order negotiable items including EBT cards, to assure ready accessibility to meet customers need.
- Does monthly inventory of all negotiable items including EBT cards.
What we are looking for:
- Outstanding Customer Service: Proven ability to provide compassionate, respectful, and professional service in every interaction. Experience working with vulnerable populations, including those experiencing homelessness or mental health challenges, is highly desired.
- Strong Organizational Skills: Meticulous attention to detail, ensuring accuracy and efficiency in handling tasks and responsibilities.
- Collaboration and Teamwork: Skilled in building positive and cooperative working relationships with colleagues and clients.
- Tech Proficiency: Confident in using Microsoft Office applications to support daily administrative tasks and client interactions.
- Effective Multitasking: Ability to handle multiple tasks and competing priorities while maintaining high standards of performance.
- Clear Communication: Strong verbal and written communication skills, ensuring clarity and understanding with both customers and colleagues.
- Adaptability: Flexible and open to change, with a willingness to adapt quickly to new processes, challenges, or environments.
Who should apply?
Professionals with an Associate’s degree and two years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems
Or, a Bachelor’s degree
Or, equivalent experience providing assistance to clients/customers regarding inquiries, complaints, or problems
Interested? Apply today!
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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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 about this opportunity? Please contact Grant Grady at grant.grady@dshs.wa.gov and reference project number 00082.
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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