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Job Details

Customer Service Specialist II Job s 103186 amp 103187

Company name
Seattle Housing Authority

Seattle, WA

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Job Summary

Customer Service Specialist II, Job #'s 103186 & 103187

Closing Date/Time: Open Until Filled

Starting Pay Range/Salary: A20, $21.02 Hourly Excellent Benefits

Regular Full-Time, FLSA Non-Exempt Position 

Worksite: Queen Anne Central Office-Housing Choice Voucher Program

Work hours: Monday-Friday, 8:00 a.m.-5:00 p.m.

The Seattle Housing Authority, a nationally recognized leader in providing innovative, affordable housing communities, is accepting applications for the positions of Customer Service Specialist II and Customer Service Specialist II, Temporary with the Housing Choice Voucher team.


Under general supervision, perform a wide range of customer service and office support functions. Provide front-line information and assistance to customers, on the telephones, and in person. Assist in general office functions of filing, mail/fax distribution, office supplies and related duties.


E=Essential Functions

1. Interact with the public, customers and agencies in a professional manner to present program information according to program guidelines. Represent the Housing Authority in a positive, professional and confidential manner. E

2. Perform a wide variety of record management duties; may retrieve records in preparation for interviews, reviews, inspections, and other appointments; assure timely communications between team members and records office. E

3. Operate computer equipment to enter and retrieve data, maintain records and generate reports; type memos, bulletins, letters, and notices; may perform mail merge projects and waitlist purges; prepare agenda items as requested and related materials; compose correspondence or prepare from rough draft. Use Document Imaging equipment to scan and index documents. E

4. Provide reception area coverage; greet and help customers, providing program information to the public, staff, residents and agencies, and make appropriate referrals to other staff persons in department or agency; schedule and re-schedule appointments; operate multi-line telephone system. Handle daily incoming inquiries from voicemail, e-mail, faxes. May use Microsoft Access to maintain a variety databases for customers and staff. E

5. Investigate and resolve inquiries and complaints from participants, landlord/owners and applicants regarding listings or refer to appropriate staff. E

6. Provide internal and external resource information to assist clients in assessing their needs for the appropriate affordable housing choice(s) and walking participants through the process if necessary. E

7. Assist applicants in determining eligibility for housing and the type of housing which meets their needs; assist applicants in understanding HUD/SHA rules and regulations, programs and services; assist applicants in completing their applications for housings; key-in applicant information and process applicants for interviews; perform other data entry as required. E

8. May operate a variety of office equipment, such as copiers, sorters, stuffers, folders, sealers, postal meters and scales; open and distribute mail; sort and distribute incoming U.S. and interoffice mail; may drive a vehicle to deliver mail and packages to the Post Office and Central Office in an accurate and timely manner. E

9. Maintain a sufficient inventory of office supplies and replenish supplies as necessary; maintain office equipment, including replacing toner and paper in copiers, printers, fax machines, and other equipment. E

10. May assist with Central Services, Call Center, Intake, and related functions as required. E

11. Responsible for all office mail, including sorting, pickup, delivery, and specialized processing of United States Postal Service (USPS) mail, inter- and intra-office mail in an accurate and timely manner.

12. Prepare rent statements, and out-going mail according to established USPS procedures and rate systems.

13. Participate in the development and implementation of goals, work plans, performance measures, and continuous improvement of service delivery to assist in attaining the unit/program/department initiatives and goals, agency core strategies, and mission through a spirit of service, teamwork and respect. Work respectfully and courteously with other employees, residents and the general public. Follow direction, and work well under pressure. E

14. Attend all required training and safety meetings; use, maintain and replace assigned personal protective equipment; report all injuries and illnesses to supervisor immediately; complete and submit incident/accident reports as required; report hazardous conditions or unsafe work practices to supervisor; and follow all safety and health guidelines, practices, policies and procedures. E

15. Perform related duties as assigned.

Minimum Qualifications


At least three years' work experience in general office work, or related experience, including at least one year experience using Word, Excel and Access.


High school diploma or equivalent.


Valid Washington driver's license with fully insurable driving record.

FLSA Non-Exempt position covered by OPEIU Local 8. Union membership arrangements must be made within 30 days of employment. FLSA Non-Exempt position covered by OPEIU Local 8. Union membership arrangements must be made within 30 days of employment.

Competencies, Knowledge, Skills & Abilities


1. Interpersonal skills using tact, diplomacy, patience and courtesy.

2. Excel, Access and E-mail to create, maintain, print and send data.

3. Math calculation skills.

4. Verbal and written communication skills.

5. Clerical skills.

6. Modern office practices, procedures and customer service principles.

7. Telephone techniques and etiquette.

8. Filing and record keeping system, including document imaging.

9. USPS practices, procedures and rates

10. Correct English usage, grammar, spelling, punctuation and vocabulary.

11. Operation of office machines and equipment such as PC, copiers, printers and projectors.


1. Work cooperatively, harmoniously and respectfully with co-workers, supervisors, public and customers.

2. Deal with a variety of people with diverse backgrounds.

3. Communicate effectively verbally and in writing.

4. Understand and follow verbal and written instructions.

5. Perform a variety of clerical duties involving typing, filing and maintaining records or reports in support of a special program or department function.

6. Handle multiple tasks and priorities with interruptions.

7. Effectively plan and organize workload.

8. Operate a variety of office equipment including postage meter, scale, inserter, folder, labeler, computer terminal, calculator, copier and PC.

9. Operate a computer to enter data, maintain records and generate reports using Word and Excel, Access and MLS.

10. Perform data entry efficiently and accurately.

11. Meet schedules and time lines.

12. Work respectfully and courteously with staff, residents and the general public.



· Indoor/outdoor environment.

· Driving a vehicle to conduct work.


· Depending on customer service and business

needs, some desk assignments may require a

work schedule of 8:00 AM - 5:00 PM with a one

hour mid-day meal break plus mid-morning and

mid-afternoon breaks of fifteen minutes each.


· Hearing and speaking to exchange information in person or on the telephone.

· Seeing to read a variety of materials and to drive.

· Dexterity of hands and fingers to operate a computer keyboard.

· Standing for extended periods of time.

· Lifting and carrying items weighing up to 40 pounds while going up and down stairs.

· Operate mailing and other equipment.


· Contact with dissatisfied or abusive individuals..


Seattle Housing Authority (SHA) offers an excellent benefits package for Regular and Project full-time and part-time employees scheduled to work at least 80 hours per month. (Temporary and On-Call positions are not eligible for benefits package). The following is a brief summary of the SHA benefit programs:


As a new hire your coverage begins on the first calendar day of the month if your hired date is on the first of that month. Otherwise your coverage begins on the first of the following month.


Employees may select from four medical plans – the Kaiser Permanente Standard Plan, Kaiser Permanente Deductible Plan, City of Seattle Preventive Plan, and City of Seattle Traditional Plan.

The monthly cost for each of the Plans are as follows:

Kaiser Permanente Standard Plan is $48.40 with or without children or $99.90 with spouse/domestic partner with or without children

Kaiser Permanente Deductible Plan is $25.00 with or without children or $56.92 with spouse/domestic partner with or without children

City of Seattle Preventive Plan is $48.12 with or without children or $98.50 with spouse/domestic partner with or without children

City of Seattle Traditional Plan is $0 with or without children or $32.34 with spouse/domestic partner with or without children


Employees may select from two dental plans - Delta Dental, an incentive plan or Dental Health Services, a managed care plan. Our dental plans include coverage for eligible dependents.


SHA offers two vision plans through Vision Service Plan. The Basic plan is fully paid by SHA. The Vision Buy-Up plan is paid by the employee. The Buy-Up plan provides more frequent coverage of lenses, frames and contact lenses and includes coverage of progressive lenses.

Long Term Disability Insurance

If you are disabled, the Plan will be combined with other sources of income to pay you $400 a month after a 90 day waiting period. The basic benefit maximum will be $400 per month while you are unable to work. Employees may purchase long term disability coverage that provides up to 60% of gross monthly salary during disability. Coverage provided by Standard Insurance Company.

Long Term Care Insurance

Optional group insurance provides benefits for long term care needs such as home care, assisted living and nursing home care. Varying levels of coverage and service options are available at low group rates through Unum.

Group Term Life (GTL) Insurance

You can select from one of two plans - Basic GTL which is one-and-a-half times your annual earnings or Limited Basic GTL of $50,000.00. SHA will contribute 40% of the cost for the GTL insurance. You have the option to purchase Supplemental GTL.

If you have elected Basic Group Term Life you may purchase supplemental term life insurance for yourself, spouse/domestic partner, and dependent children. The maximum amount of life insurance available is four times your annual income for the employee, 50% of the amount of coverage you elect for the spouse, and $2,000, $5,000 or $10,000 for children.

Accidental death & dismemberment insurance

Seattle Housing Authority offers an employee-paid group AD&D insurance plan. An employee may cover his or herself, or a family member, for amounts from $25,000 to $500,000, in $25,000 increments. AD&D insurance pays a death benefit if the insured person dies due to an accident, or a percentage of the full insurance amount if the covered person loses a limb. Coverage provided through The Hartford Insurance.

Retirement plan

Public Employees' Retirement System (PERS) membership is defined by Washington State statues, and is mandatory if you are hired into an eligible position. However, if you are retired from or have been a member of the City of Seattle, Spokane or Tacoma Employee's Retirement System, your PERS enrollment must be verified and approved by the Washington State Department of Retirement System. Click Retirement System

for more details.

Flexible spending account

Employees have the option of contributing part of their pay before Social Security, Medicare, and Federal Income Tax withholding to pay for medical, dental, and dependent care expenses. There are two accounts: a Health Care Flexible Spending Account, and a Dependent Care Flexible Spending Account. Employees can sign up for one or both accounts. The plan is offered through Flex-Plan Services.

Leave Benefits

Annual Leave

is provided for vacation and personal time off. First year employees earn up to 3.84 hours per bi-weekly pay period (100 hours annually), increasing incrementally each year of service, up to 7.69 per hours per pay period at 25 years of service (200 hours annually). Leave hours for part time staff are pro-rated. There is 240 hour annual carryover limit for annual leave.

Sick leave

is provided for health care and related appointments. First year employees earn 3.69 hours per pay period. Hours for part time staff are pro-rated. There is no maximum or carryover limit for sick leave.

Paid Holidays:

Seattle Housing Authority has nine legal and personal holidays, as detailed below.

New Year's Day

Dr. Martin Luther King Jr. Day

Presidents Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

The day following Thanksgiving

Christmas Day

Personal holidays

for regular employees, up to three personal holidays are granted each calendar year. They are available to be scheduled in advance by the employee with supervisor approval.

Unless specified otherwise in a collective bargaining agreement, regular employees hired between January 1 and May 31 are granted three personal holidays. If hired from June 1 until November 10, two personal holidays are granted. If hired beginning November 11 or later, no personal holidays are granted until January 1.

Additional Benefits

Employee Transportation Program

A discount commuter ORCA Passport is offered, for use on regular Metro, Community Transit, Pierce Transit, Kitsap Transit, Everett Transit, Sound Transit, Link Light Rail, and Sounder Commuter Train routes. It provides reduced or fully covered fares on most vanpool routes. An Emergency Ride Home Program, bike racks at various sites, and shower facilities at several offices are also provided, along with discount Zipcar membership (if accepted). Group discount parking is available for registered vanpools in certain areas.


With supervisor approval, work hours may be scheduled around core hours of 8:00 am to 5:00 pm, or a compressed 4/10 workweek. This option is not available for every position.


With supervisor approval, employees can perform assigned duties from home at certain times. This option is not available for every position.

Employee assistance program

Confidential counseling, referral, and information services are available through Wellspring Family Services.

Washington Deferred Compensation Program

Tax deferred savings plans are available through the Washington State Department of Retirement Systems' Deferred Compensation Program. Click DCP

for more details.

Credit unions

Participation in two credit unions is available: Seattle Metropolitan Credit Union and Alaska USA Federal Credit Union.


I have read and affirm that I meet the minimum qualifications for this position.




Do you have a High School diploma, GED or equivalent?




Do you have at least three years' work experience in general office work or related experience, including at least one year experience using Microsoft Word, Excel and Access?




If yes, please briefly describe your experience in this area.


Please describe your direct experience working in a customer service focused environment including, but not limited to, front desk and call center experience and providing reception area coverage; greeting and assisting customers, and providing program information to the public, staff, residents and agencies.


Do you have demonstrated ability to provide high level customer service and maintain professionalism, especially in challenging situations?




If yes, briefly discuss your experience in this area.


This position will assist with processing agency mail at times. Do you have knowledge of USPS and U.S. and agency mail processing, and the ability to drive in inclement weather conditions for mail pick-up and delivery?




If yes, please briefly describe your experience in this area.


Describe your work experience with postage meter equipment. Please be specific in describing the type of equipment used and the type or classes of mail you process regularly, if any.


Please indicate your level of proficiency with the following MS Office software to include MS Word, Excel, Access & Outlook.






For business needs, job may require a work shift of 8:00 AM – 5:00 PM, with a daily one hour lunch plus two fifteen minute breaks. Are you able to work a regular shift of 8:00 AM – 5:00 PM if required for business needs?



Required Question


Seattle Housing Authority





190 Queen Anne Avenue North, P.O. Box 19028

Seattle, Washington, 98109-1028

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Company info

Seattle Housing Authority
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