Customer Service Representative (Program Specialist 2)
State of Washington
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Job summary
The State of Washington DES is seeking a responsive and proactive customer care partner to support print and mail services for state, local, and tribal governments and qualifying nonprofits. You will manage accounts, educate customers, and foster strategic partnerships across divisions, ensuring successful print outcomes.
Ideal candidates bring proven four-year experience in customer service, familiarity with printing/mailing workflows, and strong skills in Word, Excel, and Outlook.
Qualifications
- Four years of customer service experience.
- A combination of education and relevant experience totaling four years.
- Relevant experience includes knowledge in printing or mailing services combined with customer support.
- Proficient in Word, Excel and Outlook.
- One year of experience in a production-based facility, offset/digital printing, bindery/mailing facility providing customer service, planning and estimating.
- Must have the ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.
- Skilled at breaking down complex procedures for customers who may not be familiar with technical terms.
Responsibilities
- Be the primary contact for state, local and tribal government and nonprofits, providing expert consultation for print project success.
- Provide cost-effective guidance aligning with customer goals and program capabilities.
- Plan and coordinate print projects for external customers, manage timelines and job progress.
- Track requests, verify details, and ensure documentation and quality control.
- Identify and resolve issues, developing strategies that align customer needs with program resources.
Skills
Education
Tools
Job description
Schedule: Monday-Friday, 8 hours per day, 40 hours per week. Travel: Occasional travel to attend meetings with customers.
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.
You will work closely with the Print and Mail Services Team as well as Finance and other Divisions of DES being a part of the team that provides a broad range of print and mail services to state, local and tribal government, and qualified non-profit organizations as well as being responsible for customer care, education, and full-service account management. In this position, you will need to be able to be both proactive and responsive to changing customer needs, contributing to a culture of serving as a strategic business partner with a strong focus on building new and strengthening existing relationships.
- Serving as the primary contact for state, local and tribal government, and qualified non-profit organizations, offering expert consultation and consistent communication to ensure print project success.
- Providing fiscally responsible guidance, recommending cost-effective solutions that align with customer goals and program capabilities.
- Planning and coordinating print projects for external customers, collaborating with internal teams to manage timelines, specifications, and job progress.
- Tracking incoming requests, verifying job details, and ensuring documentation and quality control measures are complete.
- Identifying and resolving issues, developing strategies that align both customer needs and program resources.
REQUIRED:
- Four years of customer service experience
- A combination of education and relevant experience totaling four years.
Relevant experience includes knowledge in printing or mailing services combined with customer support.
Proficient in the use of Word, Excel and Outlook.
- One year of experience in a production-based facility, offset/digital printing, bindery/mailing facility providing customer service, planning and estimating.
- Must have the ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.
- Skilled at breaking down complex procedures for customers who may not be familiar with technical terms
State Of Washington Employees Contribute To Ensuring Services, Programs, Workplaces, And Interactions Are Responsive, Respectful, Accessible, And Effective To The People And Communities We Serve. Employees Are Expected To
- Take action to learn and Grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
- Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.
This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE).
We are committed to providing equitable access to employment opportunities. If a criminal background check is required for employment at an agency, it will occur only after a conditional offer of employment has been made and accepted.
Applicants are not required to disclose criminal history during the hiring process prior to a conditional offer. Criminal history will not automatically exclude an applicant from consideration and will be reviewed on an individual basis consistent with applicable law and the requirements of the position.
Learn more about the Washington Fair Chance Act: Washington Fair Chance act guide
Washington state celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson atjobs@des.wa.gov.
Applicants who are deaf or hard of hearing may call 7-1-1 or 1-800-833-6388 or access the Washington Relay Service.
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.
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.
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.
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.
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.
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.
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.
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.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(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 WAC 357-31-165(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 WAC 357-58-175, 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.
Washington State supports members of the armed forces with 21 days paid military leave per year.
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.
Leave Sharing
Parental Leave
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
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