DSHS ESA Customer Service Specialist 2

State of Washington Dept. of Social and Health Services; Moses Lake (WA); On-site; USD 42,000 - 52,000; Full time

Job summary

State of Washington Dept. of Social and Health Services in Moses Lake is seeking an entry-level Customer Service Specialist 2 to support the Economic Services Administration.

You will assist customers with information about public assistance and provide administrative support to staff and management, including remote teams. The role emphasizes reliable, compassionate service, attention to detail, and the ability to troubleshoot benefit access issues and EBT questions while maintaining secure

Qualifications

• High school diploma or equivalent and two years of experience assisting clients or customers with inquiries, complaints, or problem resolution.
• One year of experience as a Customer Service Specialist 1.
• A combination of education and experience that provides equivalent knowledge and skills.

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

Customer service

Empathy

Verbal & written communication

Organization

Multitasking

Adaptability

Attention to detail

Punctuality

Education

High school diploma or equivalent

Two years experience assisting clients or customers

One year experience as a Customer Service Specialist 1

Tools

Office software

Record-keeping systems

Job description

DSHS ESA - Customer Service Specialist 2

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.

Note: A valid WA driver's license is required for the position.

See why people like you choose careers with DSHS:

Some of what you'll do:

• 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.

What we're looking for:

• 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.

Who should apply?

We are searching for professionals with:

• A high school diploma or equivalent AND two years of experience assisting clients or customers with inquiries, complaints, or problem resolution.
• One year of experience as a Customer Service Specialist 1.
• A combination of education and experience that provides equivalent knowledge and skills.

Relationship and Reporting Structure 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.

The Department of Social and Health Services' 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 [phone]. 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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