DSHS ESA Customer Service Specialist 2

State of Washington; Kennewick (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

DSHS ESA is seeking a Customer Service Specialist 2 in Kennewick, WA to be the first point of contact for clients seeking food assistance, transportation, or financial help. You will listen, respond, and connect clients to resources, handling tasks from EBT issuance to file organization with efficiency and compassion.

This is a temporary 6-month assignment focusing on accurate processing, office support, and frontline customer service for vulnerable populations in the Greater Washington area.

Qualifications

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

Responsibilities

• May require travel to other CSOs to provide backup EBT duties in the absence of other CSS staff.
• Greet and assist customers while providing program information.
• Process and issue negotiables to customers such as EBT, gas cards, and bus passes.
• Provide general program information to customers.
• Evaluate the need and initiate orders for office equipment, repairs, supplies, posters, and forms.
• Accept supply deliveries and verify orders for accuracy.
• Provide office support for all CSD staff, including those who are teleworking.
• Process and distribute incoming and outgoing mail.
• Maintain security and accuracy of all negotiables.
• Monitor office equipment and ensure it is in good working order.
• Ensure electronic and paper files are organized and updated.
• Respond to inquiries and resolve problems.

Job description

DSHS ESA 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’ll be the first face clients see when they come to us for support at the Kennewick Community Services Office. Many are experiencing tough times—needing food assistance, transportation, or financial help. Your role is to listen, respond, and connect them to the resources that make a difference.

This position is more than paperwork or processes. It’s about showing care in every interaction and keeping things running smoothly behind the scenes, so our staff and clients have what they need. From issuing Electronic Benefit Transfer (EBT) cards to organizing supplies and keeping files accurate, you’ll help ensure our office operates with efficiency and compassion.

If you want to be part of a team that supports Washington residents every single day, this is your chance to build a meaningful public service career.

Note: This position is a temporary 6 month assignment.

See why people like you choose careers at DSHS:

Some of what you'll do:

• May require travel to other CSO's to provide backup EBT duties in the absence of other CSS staff
• Greet and assist customers while providing program information
• Process and issue negotiables to customers such as EBT, gas cards, and bus passes
• Provide general program information to customers
• Evaluate the need and initiate orders for office equipment, repairs, supplies, posters, and forms
• Accept supply deliveries and verify orders for accuracy
• Provide office support for all CSD staff, including those who are teleworking
• Process and distribute incoming and outgoing mail
• Maintain security and accuracy of all negotiables
• Monitor office equipment and ensure it is in good working order
• Ensure electronic and paper files are organized and updated
• Respond to inquiries and resolve problems

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?

We are searching for professionals with:

• Two or more years of experience providing customer or client assistance with inquiries, complaints, or problem resolution,ANDa 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
• A letter of interest
• Three professional references with contact information

Questions?

Please reach out to [e-mail] OR call Talent Acquisition main line [phone] and reference job number 08972.

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 (360) 725-725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

Relationship and Reporting Structure (Neb) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

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