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
DSHS ESA Customer Service Specialist 2
Are you looking for a career where your customer service skills help individuals and families overcome challenges and gain access to essential services? The Department of Social and Health Services (DSHS) invites you to join our team as a Customer Service Specialist 2 at the Smokey Point Community Services Office in Arlington, WA. This position is perfect for someone passionate about making a difference, solving problems, and building trust with clients.
In this position, you’ll help individuals and families navigate critical public assistance programs. You’ll be a go-to resource for resolving complex issues, guiding clients through applications, and ensuring they can access their benefits with ease. Your expertise and commitment to service will be instrumental in supporting our clients and building stronger, healthier communities.
Snohomish County employees are eligible to receive a free ORCA card for transportation needs.
See why people like you choose careers with DSHS:
Some of what you'll do:
- Serve as the first point of contact for customers, providing clear and accurate information about state and federal assistance programs. Interact positively and respectfully either by telephone, electronically or face-to-face to address their needs.
- Process and issue negotiables to clients such as EBT, gas cards/vouchers, bus passes, and Orca cards. Maintain security and accuracy of all negotiables.
- Troubleshoot problems surrounding benefits access, resolve EBT-related inquiries, and provide solutions to unique client challenges. Train clients on the use of EBT benefits and other systems, empowering them to confidently access their resources.
- Assist clients in completing applications and other forms, whether electronic or paper-based, to ensure they receive the support they need.
- Partner with Financial Services Specialists, Social Workers, and Case Managers to identify clients who need specialized assistance, ensuring seamless support.
- Accept supply deliveries and verify orders for accuracy.
- Perform essential office duties, including processing mail, coordinating equipment repairs, organizing and updating files, and managing vendor relations.
- Order and manage office supplies and equipment, track high-value items, and maintain accountability for distributed resources.
- Provide office support for all CSD staff, including those who are teleworking.
- Requires some travel to our Monroe CSO.
Additional knowledge, skills and abilities we are looking for:
- Strong customer service skills, demonstrating compassion, courtesy, respect, and professionalism in all interactions. Experience working with individuals from diverse backgrounds, including those facing housing instability, mental health challenges, or substance dependency.
- Clear and empathetic communication skills both verbally and in writing.
- Technology proficiency with office software, record-keeping systems, and the ability to learn agency-specific programs and train clients on digital tools like EBT.
- Ability to manage inventory, track records, and maintain meticulous attention to detail.
- Flexibility and willingness to adapt to changes. A collaborative spirit with the ability to contribute positively to a team environment.
- Prior experience in a fast-paced office setting with extensive face-to-face customer interaction.
Who should apply? Professionals with either:
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 (four or more years) providing assistance to customers regarding inquiries, complaints or problems.
Interested? Apply today! As part of the application process, please provide:
- Current chronological resume.
- Cover letter explaining why you are interested in the job while describing your skills and experience that make you the best person for the job.
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? Please contact georgina.pringle@dshs.wa.gov and reference job number 13055.
Supplemental Information
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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