What are the responsibilities and job description for the Customer Service Specialist 2 - Director's Office - Permanent - *02947-25 position at State of Washington Dept. of Fish and Wildlife?
Description
Classification- Customer Service Specialist 2
Job Status- Full-Time/Permanent
WDFW Program- Director’s Office – Region 6
Duty Station- Montesano, Washington – Grays Harbor County
Learn more about being a member of Team WDFW!
Photo Caption – Chestnut-backed chickadee – Photo Credit: Bill Hebner
This is an opportunity to interpret and apply rules and regulations when resolving customer service inquiries, problems, and complaints from the public and diverse groups.
With your experience, you will provide verbal and written assistance in response to general questions, correctly interpret needs, and direct to appropriate staff and/or resources.
We are seeking a candidate to provide accurate information and customer service regarding recreational/commercial opportunities, available programs and services, department regulations, and the selling/maintenance of appropriate licensing and records.
WHAT TO EXPECT
Among the varied range of responsibilities held within this role, this position will:
Interpret agency policies and procedures.
- Provide interpretation and advice on agency policies, procedures, rules and regulations for hunters, fishers, the recreating public, and regional staff using appropriate examples and supporting information.
Explain types, option packages, and sell agency recreational licenses.
- Provide accurate information about various licenses options.
- Resolve issues that may arise with licenses purchased at other License Vendors.
- Sell fishing/hunting licenses using both cash and credit technologies.
- Balance till, resolve any discrepancies.
- Liaise between Licensing staff in Olympia and Regional License dealers.
- Facilitate access to resources via sale of appropriate licenses.
Resolve customer issues/problems.
- Independently resolve customer problems by identifying the issues, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and communicating the results to the customer.
- Be knowledgeable about and able to assist with requests for disability status and regulations pertaining to access, hunting, and fishing with disabled status.
Provide support to regional staff.
- Provide support to regional staff in the accomplishment of their assigned tasks. Examples include but not limited to basic IT and technical support, printing support, office supply needs, assist, organize and track permitting requests, complete OPF’s for field staff to facilitate timely payment.
- Assist with archival projects.
- Assist with mailing services and bulk mailings.
- Assist with updates to hotlines with timely Program season information.
- Proctor tests for Hunter Education, Wildlife Rehabilitators, Trapping and Falconry.
Working Conditions:
Work setting: Office setting with occasional requirement to go out to warehouses to contact staff. Some lifting of paper products and pamphlets. Office includes a lab (incumbent not required to work in lab). Warehouse areas are located in graveled areas; equipment and supplies are located in building and well as in warehouses.
Schedule: Monday – Friday, 8:00 AM to 5:00 PM. This position may be responsible for opening and closing the office.
Customer Interactions: This position interactions frequently with hunters, fishers, tribal, enforcement, general public, agency employees – regional and headquarters. The incumbent is responsible for answering the telephone, dealing with in-person public queries, and responding to emails. The position requires someone who feels comfortable with the public, especially during demanding and difficult circumstances, one who can work under stress, is a self-starter, and can work independently with minimal supervision.
QUALIFICATIONS:
Required Qualifications:
High School diploma or GED equivalent.
And
Six (6) months of customer service experience, which includes providing assistance to clients/customers regarding inquiries, complaints, or problems.
Special Requirements/Conditions of Employment:
Successful completion of agency training and/or certification per supervisory direction, position need, and?training availability.
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:
- Associate’s degree or higher, or vocational certification, preferably in environmental science or natural resource management, public administration or public relations, business administration or management, or communications.
- Experience using the Washington Interactive Licensing Division (WILD) System.
- Working knowledge of the Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
- Experience responding to inquiries related to WDFW Hunting and Fishing Regulations.
- Experience implementing WDFW Licensing Division Policies and Procedures.
- Experience utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer, and Commercial Units.
- Experience with Internet Point of Sales & Point of Sales Application to complete customer sales.
- Experience utilizing and implementing Customer Service Processes and Procedures.
Your application should include the following:
- A completed online application showcasing how your qualifications align with the job requirements.
- An up-to-date resume.
- A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
- At least three (3) professional references with current contact information.
SUPPLEMENTAL INFORMATION:
In addition to payand other special employee programs, there are other benefitsthat WDFW employees may be eligible for. Click the “Benefits” tab at the top of this announcement to learn more.
Important Note:
All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
Veteran and Military Spouse Preference Notice:
Per RCW 73.16.010 Veterans and qualifying spouses who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:
- Notify us of your veteran or military spouse status by email at Cheri.Potter@dfw.wa.gov.
-
Veterans only – Attach a copy of your DD214 (Member 4 copy), NGB 22, or USDVA signed verification of service letter.
- Please redact any PII (personally identifiable information) data such as social security numbers.
- Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 – Biologist 1 – Veteran).
- Include your name as it appears on your application in careers.wa.gov.
Diversity, Equity, and Inclusion Employer
As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully. All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.
The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans, and people of all sexual orientations and gender identities are encouraged to apply.
Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone 360-902-2278 or emailJayme.Chase@dfw.wa.gov, or the Telecommunications Device for the Deaf (TDD) at 800-833-6388.
Technical Difficulties: If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.
Other questions: If you have other questions regarding this position, please reach out to Cheri.Potter@dfw.wa.govand reference job #2025-02947.
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