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Customer Service Specialist 2
Customer Service
Thurston County, WA, USA
Posted on Jun 12, 2026
Description
- Customer Service Specialist 2Monday - Friday | 8AM - 5PMWho We Are:
The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.
About the Division:
The Department of Enterprise Services (DES), Office of Risk Management (ORM) supports the agency mission to strengthen the business of government by managing the Self-Insured Liability Account (SILA) to pay for legal liabilities and defense costs associated with the tortious conduct of state officers, employees, and volunteers under the provisions of RCW 4.92. ORM is required by statute to receive and process citizen's tort claims against Washington State, maintain a centralized claims database, and pay approved claims filed against state agencies.
About this Opportunity:
This position is a member of the Claims Support Unit, which processes all tort and sundry claims utilizing the state's risk management information system, Origami Risk (Origami). The primary purpose of Origami is to facilitate the processing and adjudication of tort claims and cases, as well as serve as the State’s centralized loss history repository mandated by RCW 43.41.350(3) for the purpose of identifying and analyzing risk exposures.The Customer Service Specialist 2 (CSS2) contributes to ORM’s mission by serving as the division’s first line of contact with constituents. This role independently resolves complaints, inquiries and client/customer service problems while maintaining appropriate confidentiality. Responsibilities include resolving issues and complaints as well as responding to customer requests for information regarding claims, litigation, and insurance. The position also performs routine clerical tasks such as opening and routing mail, filing, and creating labels and folders to support the claim and litigation processes. The CSS2 will perform more complex administrative tasks such as helping to plan and organize large meetings and webinars; coordinating and ordering office supplies; creating certificates of insurance and invoices; and assisting ORM staff with a variety of other administrative projects. This position will require the use of both a scanner and Origami to enter and track claims.
To learn more about this position, please email the recruiter Rachel Vaughan rachel.vaughan@des.wa.gov and request the full job description.
Duties
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Some of what you will enjoy doing:
- Resolves client/customer problems by identifying the issues, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and communicating results to the client/customer
- Acts as liaison
- Answers main phone line and responds to various inquiries
- Assists agency customers (internal and external)
- Informs individuals, when appropriate, how to prepare and submit claims or complaints
- Receives in-person visitors and responds to their requests
- Sends professional emails and meeting notices to distribution lists
- Ensures that all new claims and related correspondence have been opened, date-stamped and scanned timely and accurately
- Creates folder for new claims and makes copies of CDs/DVDs/thumb drives
- Opens, sorts, and distributes new incoming mail
- Prints and mails out correspondence and warrants
- Monitors the Risk Management central email account. Uploads CEI incident reports into Origami Document queue. Forwards new incoming emails to concerned recipients
- Retrieves faxed claims and uploads them into Origami Document queue
- Analyzes incidents to ensure accuracy and uniformity. Enters information into Origami
- Processes SAAG invoices and creates payments
- Updates Origami as needed
- Planning, scheduling, setup and organization of large meetings and webinars
- Maintains original files after scanning and properly discards them after 90 days
- Performs routine clerical tasks
Qualifications
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Required Qualifications:
To meet qualifications for this position, applicants must have a total of two (2) years of relevant experience or education.Relevant experience includes providing assistance to clients/customers regarding inquiries, complaints or problems.
Relevant education includes a high school diploma or associates degree.
AND
Diversity, Equity and Inclusion (DEI) Competencies
Demonstrated action and commitment to implementation and integration of diversity, equity, and inclusion practices to facilitate a respectful and inclusive work environment.
Incumbents to this position must possess and demonstrate the following competencies:- Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace.
- Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment.
- Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment.
- Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community.
- Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization.
Preferred/Desired Qualifications:- Ability to effectively communicate and deal with the public, especially in stressful situations, and answering specific questions relating to filing tort claims and regarding insurance coverage and policies
- Accept responsibility for a variety of activities without constant direction and supervision, maintain courteous attitude toward public, fellow employees and representatives of other agencies, write and speak clearly and effectively
- Ability to compose, send and respond to electronic mail; utilize email program functions such as calendars and meeting requests; maintain email distribution lists
- Ability to prioritize and perform multiple tasks effectively
- Ability to navigate the Internet to find and download information
- Utilize specialized technical knowledge for: Database, Microsoft Word, Excel, Outlook, scanners, phones, faxes and copiers. Position requires considerable keyboarding expertise and a good working knowledge of computer applications
- Ability to proofread and edit written material, correcting errors and improving clarity of content.
- Ability to prepare correspondence based on current guidelines such as memos and letters, reports, system documentation, merge documents and forms
- Ability to document and update information in written or electronic form to maintain accurate records
- Ability to maintain numerical and/or alphabetical, manual or electronic filing systems. Ability to use professional phone etiquette
- Possess a strong customer service focus
- Proficient in the use of Microsoft Office Suite and internet skills/experience
- Demonstrated effective communication skills including the ability to communicate clearly, effectively, and understand written and verbal instructions.
- Must be able to work independently
Supplemental Information
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How to Apply: Interested? We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.
Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:- A letter of interest that explains how you meet the specific qualifications for this position
- A current resume, detailing experience, and education
- A current list of at least three (3) professional references with current contact information
Please Note: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.
Background Check Notice: Prior to any new appointment into the Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Opportunity for All:
The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.
You are welcome to include the name and pronoun you would like to be referred to in your materials, and we will honor this as you interact with our organization.
Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact Rachel Vaughan via email at jobs@des.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
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