Customer Service Specialist 2 (Spokane)

About the position

The Customer Service Specialist 2 (CSS2) position at the Washington State Human Rights Commission involves providing prompt and courteous service to callers, visitors, and agency staff. The role is essential for responding to a high volume of inquiries regarding the complaint filing process and making referrals to other organizations. The position requires setting up case files, preparing documents, and entering data into various databases, all while maintaining a neutral and impartial stance. This role offers the opportunity to work in a fast-paced environment with a flexible/hybrid schedule, allowing for both in-office and telework options.

Responsibilities

• Provide prompt and courteous service to callers, visitors, and agency staff.
• Respond to a high volume of inquiries regarding the complaint filing process.
• Make referrals to other organizations for resolution of inquiries.
• Set up case files and prepare cases for closure.
• Prepare forms and documents using various software programs.
• Enter data into various databases for all complaints processed by the agency.
• Handle complaints and issues while sending out correspondence.
• Inform customers of the general jurisdictional criteria for filing a complaint.
• Sort, log, and route incoming mail.
• Operate computer, FAX machine, and copy machine; provide status of open cases to Complainants and Respondents.
• Respond to requests for information regarding the Washington State Law Against Discrimination.
• Create documents and forms using Word, Excel, and PowerPoint.
• Prepare and send notices and acknowledgments to parties.
• Review and edit all documents for completeness and accuracy.
• Assist with setup and breakdown at outreach events.

Requirements

• 2 years of experience in customer service or a related field.
• Proficiency in Microsoft PowerPoint and Microsoft Excel.
• Strong time management and multitasking skills.
• Attention to detail and integrity in work.

Nice-to-haves

• Experience in civil rights or related fields.
• Familiarity with complaint resolution processes.

Benefits

• Flexible/hybrid work schedule options (3 days in office, 2 days telework).
• Opportunity for professional growth in a small agency environment.