State of Washington
DSHS ESA Customer Service Specialist 2
State of Washington, Walla Walla, Washington, United States
DSHS ESA Customer Service Specialist 2
Position located in Lakewood, WA at the Department of Social and Health Services (DSHS).
Job Overview We are currently seeking a Customer Service Specialist 2 to join our team here at the Department of Social and Health Services (DSHS) in Lakewood, WA.
Responsibilities
Interact positively and respectfully with external and internal customers either by telephone, electronically or face to face to address their needs.
Respond promptly to customer inquiries, assess circumstances and utilize agency programs to research and deliver accurate information.
Issue EBT cards, bus passes, gift cards, and vouchers to authorized customers and explain how to use them.
Maintain accurate logs for negotiables.
Interpret agency policy and procedures and resolve issues by applying knowledge of laws and regulations.
Provide guidance and general information services for all customers.
Qualifications • Associate degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
• OR a Bachelor’s degree; OR equivalent experience providing assistance to customers regarding inquiries, complaints or problems.
Required skills: quick learner, team player, self‑starter, and the ability to work with all walks of life.
Work Schedule In‑person, office 5 days a week Monday through Friday from 8:00 am – 5:00 pm.
Benefits 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.
Employees are eligible to enroll each year in a medical flexible spending account that 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 choices 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 employees to save pre‑tax dollars for 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' website.
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 days, 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 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 accrual of sick leave 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 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 CBA on a prorated 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 rates established in WAC 357‑31‑165.
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
Equal Opportunity Employer 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.
E‑Verify® is a registered trademark of the U.S. Department of Homeland Security.
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Job Overview We are currently seeking a Customer Service Specialist 2 to join our team here at the Department of Social and Health Services (DSHS) in Lakewood, WA.
Responsibilities
Interact positively and respectfully with external and internal customers either by telephone, electronically or face to face to address their needs.
Respond promptly to customer inquiries, assess circumstances and utilize agency programs to research and deliver accurate information.
Issue EBT cards, bus passes, gift cards, and vouchers to authorized customers and explain how to use them.
Maintain accurate logs for negotiables.
Interpret agency policy and procedures and resolve issues by applying knowledge of laws and regulations.
Provide guidance and general information services for all customers.
Qualifications • Associate degree AND two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
• OR a Bachelor’s degree; OR equivalent experience providing assistance to customers regarding inquiries, complaints or problems.
Required skills: quick learner, team player, self‑starter, and the ability to work with all walks of life.
Work Schedule In‑person, office 5 days a week Monday through Friday from 8:00 am – 5:00 pm.
Benefits 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.
Employees are eligible to enroll each year in a medical flexible spending account that 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 choices 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 employees to save pre‑tax dollars for 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' website.
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 days, 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 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 accrual of sick leave 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 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 CBA on a prorated 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 rates established in WAC 357‑31‑165.
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
Equal Opportunity Employer 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.
E‑Verify® is a registered trademark of the U.S. Department of Homeland Security.
#J-18808-Ljbffr