DSHS ESA Customer Service Specialist 2
About The Position
As a Customer Service Specialist 2 with the Economic Services Administration (ESA) at the Kennewick Community Services Office, you will be the first point of contact for clients seeking support with food assistance, transportation, or financial help. This role involves listening to clients, responding to their needs, and connecting them to essential resources. Beyond administrative tasks, you will demonstrate care in every interaction and ensure the smooth operation of the office. Responsibilities include issuing Electronic Benefit Transfer (EBT) cards, organizing supplies, maintaining accurate files, and ensuring the office operates with efficiency and compassion. This is a full-time, onsite position with no telework option. The role offers an opportunity to build a meaningful public service career supporting Washington residents.
Requirements
- 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
- 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.
Nice To Haves
- Spanish speaking individuals would be a plus, but not a requirement.
Responsibilities
- 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
Benefits
- Fairness, access, and social justice commitment to your work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
