DSHS ESA Customer Service Specialist 2
State of Washington
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Job summary
The State of Washington is seeking a Customer Service Specialist 2 for the Moses Lake Community Service Office. This entry-level role supports customers with public assistance information and administrative tasks, including handling negotiables like EBT cards and mail processing.
You will work in a fast-paced environment, provide support to both staff and customers, and help guide clients in using agency programs, including EBT. A valid WA driver’s license is required.
Qualifications
- Strong customer service skills with compassion, professionalism, and respect in every interaction.
- Experience supporting individuals from diverse backgrounds, including housing instability, mental health challenges, or substance use disorders.
- Clear and empathetic verbal and written communication skills.
- Proficiency with office software and record-keeping systems, with the ability to learn agency-specific programs and assist clients with tools like EBT.
Responsibilities
- Process and issue negotiables (EBT cards, gas cards, bus passes) to customers.
- Maintain security and accuracy of all negotiables.
- Evaluate the need and initiate orders for office equipment, repairs, supplies, posters and forms.
- Maintain proper inventory of janitorial supplies for full complex.
- Accept supply deliveries, verify orders for accuracy, and process incoming and outgoing mail.
- Ensure electronic and paper files are organized and updated.
- Respond to inquiries and resolve problems.
- Troubleshoot access issues related to benefits, resolve EBT inquiries, and guide customers on system use to help them confidently manage their services.
- Provide administrative support to all staff, including those working remotely.
Skills
Education
Tools
Job description
Are you ready to put your customer service skills to work? We need your talent and enthusiasm to provide customer service support and assistance. This is an entry-level position critical to the agency’s success and provides an opportunity for talented and dedicated individuals to learn, grow, and start a meaningful and rewarding career in public service!
Are you ready to put your customer service skills to work? We need your talent and enthusiasm to provide customer service support and assistance. This is an entry-level position critical to the agency’s success and provides an opportunity for talented and dedicated individuals to learn, grow, and start a meaningful and rewarding career in public service! The Economic Services Administration is looking for a customer service professional to join our Moses Lake Community Service Office as part of our hard‑working team. You will provide administrative support to staff and management. In this fast‑paced environment, you will also provide support to a diverse population of customers, the public, and other agencies with general program information about public assistance.
A valid WA driver’s license is required for the position.
- Process and issue negotiables (EBT cards, gas cards, bus passes) to customers.
- Maintain security and accuracy of all negotiables.
- Evaluate the need and initiate orders for office equipment, repairs, supplies, posters and forms.
- Maintain proper inventory of janitorial supplies for full complex.
- Accept supply deliveries, verify orders for accuracy, and process incoming and outgoing mail.
- Ensure electronic and paper files are organized and updated.
- Respond to inquiries and resolve problems.
- Troubleshoot access issues related to benefits, resolve EBT inquiries, and guide customers on system use to help them confidently manage their services.
- Provide administrative support to all staff, including those working remotely.
- Strong customer service skills, demonstrating compassion, professionalism, and respect in every interaction.
- Experience supporting individuals from diverse backgrounds, including those facing housing instability, mental health challenges, or substance use disorders.
- Clear and empathetic verbal and written communication skills.
- Proficiency with office software and record‑keeping systems, with the ability to learn agency‑specific programs and assist clients with tools like EBT.
- Attention to detail with the ability to manage inventory, track records, and follow procedures accurately.
- Adaptability in a fast‑paced, team‑oriented environment with frequent customer interactions.
- Strong organizational skills with the ability to successfully multitask and manage competing priorities.
- Adhere to office expectations for punctuality and attendance.
- A high school diploma or equivalent AND two years of experience assisting clients or customers with inquiries, complaints, or problem resolution. OR
- One year of experience as a Customer Service Specialist 1. OR
- A combination of education and experience that provides equivalent knowledge and skills.
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) 725-5810. 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 (Nepotism) 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.
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
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.
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.
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 non‑overtime 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‑rated 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 non‑overtime 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‑rated 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
- I have a high school diploma or equivalent AND at least two years of experience assisting clients or customers with inquiries, complaints, or problem resolution.
- I have at least one year of experience as a Customer Service Specialist 1.
- I have a combination of education and experience that provides equivalent knowledge and skills.
- I do not meet the minimum qualifications listed above.
- Required Question
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