DSHS ESA Customer Service Specialist 2

About the role

As a Customer Service Specialist 2, with the Economic Services Administration (ESA), you’ll be the first face clients see when they come to us for support at the South Bend Community Services Office. Many are experiencing tough times—needing food assistance, transportation, or financial help. Your role is to listen, respond, and connect them to the resources that make a difference.

This position is more than paperwork or processes. It’s about showing care in every interaction and keeping things running smoothly behind the scenes, so our staff and clients have what they need. From issuing Electronic Benefit Transfer (EBT) cards to organizing supplies and keeping files accurate, you’ll help ensure our office operates with efficiency and compassion.

Responsibilities

• 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.

Requirements

We are looking for someone with outstanding customer service skills, 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.

The ideal candidate will have strong organizational skills, meticulous attention to detail, ensuring accuracy and efficiency in handling tasks and responsibilities. They will be skilled in building positive and cooperative working relationships with colleagues and clients, confident in using Microsoft Office applications to support daily administrative tasks and client interactions, and able to handle multiple tasks and competing priorities while maintaining high standards of performance.

Clear communication skills, both verbal and written, are essential to ensure clarity and understanding with both customers and colleagues. The ability to adapt quickly to new processes, challenges, or environments is also crucial.

Qualifications

We are searching for professionals with two or more years of experience providing customer or client assistance with inquiries, complaints, or problem resolution, and a high school diploma or equivalent. Alternatively, one year of experience as a Customer Service Specialist 1, or an equivalent combination of education and/or relevant experience totaling two or more years, will be considered.