DSHS ESA Customer Service Specialist

DSHS Supported Employment–Customer Service Specialist 2

This job is within the Supported Employment in State Government (SESG) Program. The person selected for the job must be eligible for the SESG Program and meet the required qualifications for this job.

Working ideally 40 hours a week, you'll provide support to the Economic Services Administration (ESA) Pierce East and South offices. In this role, you’ll provide frontline customer service by greeting visitors, responding to inquiries, issuing EBT cards, and using agency systems to research and deliver accurate information. You’ll also maintain logs for negotiables, interpret policies to resolve issues, support customers with general information, and collaborate with internal and external partners to ensure smooth service delivery.

You’ll interact positively and respectfully with customers by phone, electronically, and in person including the general public, clients, coworkers, community partners, and contractors while responding promptly to inquiries and determining appropriate next steps.

You’ll use agency systems such as Barcode, FIS ebt, EDGE, E-JAS, Scheduler, Blue Slip, ACES Online, SharePoint, and others to research and provide accurate information, issue EBT cards, bus passes, gift cards, and vouchers, and coordinate alternate card issuance with group homes and clients.

You’ll maintain accurate logs for all negotiables, interpret and apply agency policies, procedures, laws, and regulations with strict confidentiality, and provide general information such as contact details, directions, community resources, and office event information.

You’ll independently support customer needs to ensure efficient and effective service delivery.

• High school diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems or equivalent education
• Team player who brings out the best in others
• Ability to make good customer service decisions
• Ability to interact with our customers/staff/community partners via telephone, email, and in-person
• You meet the eligibility requirements for Supported Employment in State Government Program

• You have the skills and proficiencies listed above
• You are eligible for the SESG Program
• You are interested in using your excellent office skills to support a dynamic team of coworkers

• Have a developmental disability as defined in RCW 71A.10.020; or
• Experience a significant disability that seriously limits one or more functional capacities – such as mobility, communication, self‑care, self‑direction, interpersonal skills, work tolerance, or work skills – and includes, for example, amputation, arthritis, autism, blindness, burn injury, cancer, cerebral palsy, cystic fibrosis, deafness, head injury, heart disease, hemiplegia, hemophilia, respiratory or pulmonary dysfunction, intellectual disability, mental illness, multiple sclerosis, muscular dystrophy, musculoskeletal disorders, neurological disorders (including stroke and epilepsy), spinal cord conditions (including paraplegia and quadriplegia), sickle cell anemia, specific learning disability, end‑stage renal disease, or another disability or combination of disabilities that cause comparable substantial functional limitation.

Documentation of the above will be required if selected for the SESG position. This may include documents like a written statement from a Doctor, Physician's Assistant, or Therapist, records from a School Counselor or Vocational Rehabilitation Agency, or records from a similar program that identifies your disability. Written statements from family members, friends, or former employers/co‑workers will not be accepted.

• You require supported employment on‑the‑job training and long‑term support to satisfactorily perform job duties; AND
• You'll provide ongoing source of long‑term support to perform the duties of this job

If you are selected for an employment interview and you require the assistance of your long‑term support at the interview, you…