DSHS ESA Customer Service Specialist 2

State of Washington • Snohomish County, WA

369d

About The Position

Are you looking for a career where your customer service skills help individuals and families overcome challenges and gain access to essential services? The Department of Social and Health Services (DSHS) invites you to join our team as a Customer Service Specialist 2 at the Smokey Point Community Services Office in Arlington, WA. This position is perfect for someone passionate about making a difference, solving problems, and building trust with clients. In this position, you'll help individuals and families navigate critical public assistance programs. You'll be a go-to resource for resolving complex issues, guiding clients through applications, and ensuring they can access their benefits with ease. Your expertise and commitment to service will be instrumental in supporting our clients and building stronger, healthier communities.

Requirements

• An Associate degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
• A Bachelor's degree.
• Equivalent experience (four or more years) providing assistance to customers regarding inquiries, complaints or problems.
• Strong customer service skills, demonstrating compassion, courtesy, respect, and professionalism in all interactions.
• Experience working with individuals from diverse backgrounds, including those facing housing instability, mental health challenges, or substance dependency.
• Clear and empathetic communication skills both verbally and in writing.
• Technology proficiency with office software, record-keeping systems, and the ability to learn agency-specific programs.
• Ability to manage inventory, track records, and maintain meticulous attention to detail.
• Flexibility and willingness to adapt to changes.
• A collaborative spirit with the ability to contribute positively to a team environment.
• Prior experience in a fast-paced office setting with extensive face-to-face customer interaction.

Responsibilities

• Serve as the first point of contact for customers, providing clear and accurate information about state and federal assistance programs.
• Interact positively and respectfully either by telephone, electronically or face-to-face to address customer needs.
• Process and issue negotiables to clients such as EBT, gas cards/vouchers, bus passes, and Orca cards.
• Maintain security and accuracy of all negotiables.
• Troubleshoot problems surrounding benefits access, resolve EBT-related inquiries, and provide solutions to unique client challenges.
• Train clients on the use of EBT benefits and other systems.
• Assist clients in completing applications and other forms, whether electronic or paper-based.
• Partner with Financial Services Specialists, Social Workers, and Case Managers to identify clients who need specialized assistance.
• Accept supply deliveries and verify orders for accuracy.
• Perform essential office duties, including processing mail, coordinating equipment repairs, organizing and updating files, and managing vendor relations.
• Order and manage office supplies and equipment, track high-value items, and maintain accountability for distributed resources.
• Provide office support for all CSD staff, including those who are teleworking.
• Requires some travel to our Monroe CSO.

Benefits

• Free ORCA card for transportation needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Economic Programs
• Education Level: Associate degree