DSHS ESA CSD Customer Service Specialist 2

State of Washington • Spokane County - Spokane Valley, WA

1d • Onsite

About The Position

As a Customer Service Specialist 2 with the Economic Services Administration (ESA), you will be part of the Community Services Division (CSD) team serving clients at the Spokane Valley Community Services Office. This is often the first place people turn when life feels uncertain. They may need food assistance, help replacing an Electronic Benefit Transfer card, directions to community resources, or answers about program eligibility and services. In these moments, you listen, explain, and guide, helping customers navigate complex systems in a way that feels clear, respectful, and human. In addition to direct customer service, you play an important role in keeping the office running smoothly. You process negotiables, manage incoming and outgoing mail, maintain supplies, support staff needs, and help ensure records are accurate, secure, and handled appropriately. Your work supports confidentiality, strengthens team operations, and ensures services continue without disruption. If you want to be part of a team dedicated to supporting Washington residents with dignity and respect, this is an opportunity to build a meaningful public service career.

Requirements

• Provide compassionate, respectful, and professional customer service while effectively communicating with individuals from diverse backgrounds, including vulnerable populations and individuals experiencing homelessness or mental health challenges.
• Communicate clearly and professionally, using strong interpersonal and conflict-resolution skills to de-escalate difficult situations and respond appropriately to frustrated or demanding individuals.
• Thrive in a fast-paced, high-volume environment by balancing multiple priorities, adapting to changing needs, and maintaining accuracy, professionalism, and composure under pressure.
• Use computers and multiple electronic systems efficiently to research information, maintain records, and accurately process data while assisting customers.
• Work collaboratively with staff and customers while maintaining confidentiality and exercising sound judgment in daily operations.
• Two or more years of experience providing customer or client assistance 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

• Provide front desk customer service by greeting visitors, answering questions, and assisting with applications, forms, and program information.
• Process and issue negotiables, including Electronic Benefit Transfer (EBT) cards, while ensuring security, accuracy, and compliance with policies and procedures.
• Research and respond to customer inquiries using agency systems to provide clear and accurate information.
• Support daily office operations by managing mail distribution, maintaining office supplies and equipment, scheduling meeting rooms, and assisting staff, including teleworking employees.
• Maintain records in accordance with retention schedules and document management requirements.
• Travel occasionally to support office coverage, meetings, and trainings at other locations.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED