What are the responsibilities and job description for the Customer Service Specialist 2 - Non-Permanent - 3 Openings - *00519-25 position at State of Washington Dept. of Fish and Wildlife?
Description
Classification- Customer Service Specialist 2
Job Status- Full-Time / Non-Permanent
Number of Vacancies- Three (3)
Appointment Length- 12 months – February 17, 2025 – February 16, 2026
WDFW Program- Financial Services Program – Licensing Division
Duty Station- Olympia, Washington – Thurston County
Learn more about being a member of Team WDFW!
Anglers dip for smelt in a river – Photo Credit: WDFW
Join our Licensing Division as a Customer Service Specialist 2 to provide critical support to our diverse stakeholders.
As a front-line representative of the Agency, you’ll play a key role in assisting customers with recreational and commercial license sales, answering inquiries, and processing essential documents.
Your work will directly support fishing, hunting, and wildlife viewing opportunities across Washington State.
What to Expect-
Among the varied range of responsibilities held within this role, the Customer Service Specialist 2 will,
Manage Quality Customer Profiles:
- Utilize the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
- Complete data updates to customer profiles routinely using information obtained from customers and the WILD database.
- Track, complete, and add correspondence in customer's profile as required.
- Communicate customer profile targets, strengths, and challenges to their supervisor. Work with supervisor to reach expected customer profile targets.
Respond to Public and Agency Correspondence and Communications:
- Provide information about recreational sales and miscellaneous items orders, rules, regulations, refunds, or other general questions regarding use of recreational documents and licensing related activities.
- Process the Licensing Division's daily mail and respond to emails accurately and promptly.
- Report, recommend, and assist supervisors with summarizing public feedback for system, application, and communication improvements.
Complete and Processes Licensing Sales:
- Address customer inquiries related to recreational license sales and acquisition using processes, WDFW fishing and hunting pamphlets, and the WDFW website.
- Use Licensing applications to complete front counter, online and phone sales, as well as print and fulfill recreational documents and miscellaneous items.
- Review reports to ensure all items are printed correctly.
- Utilize reports and processes to ensure orders are fulfilled accurately and in a timely manner. Document progress in activity forms and spreadsheets daily.
Assist with Call Center Support and Development:
- Respond to general customer inquiries using the WDFW website, WDFW rules and regulations, fishing and hunting pamphlets, and associated processes.
- Handle customer calls courteously and professionally. Guide customers to the appropriate programs when necessary.
- Maintain a fundamental understanding of the Agency’s call center responsibilities and expectations as documented in performance measure document.
WORKING CONDITIONS:
Work Setting, including hazards:
Office setting.
Schedule:
Typically, Monday through Friday, 8:00 am to 5:00 pm. However, a varied schedule may be required, including working Saturday or Sunday, and over forty hours per week.
Travel Requirements:
May be required to attend trade shows, fair events, or a WDFW authorized dealer.
Tools and Equipment:
Computer hardware and software, multi-line telephone, sales register.
Customer Interactions:
- Respond to a variety of customer requests while working alone and managing multiple projects.
- Employee must be able to access and read reference materials when answering external customer questions and completing internal customer administrative requests.
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.
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:
Associate’s, Bachelor’s, or Master’s degree, or vocational certification.
Experience with:
- Using the Washington Interactive Licensing Division (WILD) System.
- Responding to inquiries related to WDFW Hunting and Fishing Regulations.
- Implementing WDFW Licensing Division Policies and Procedures.
- Utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer, and Commercial Units.
- Internet Point of Sales and Point of Sales Application to complete customer sales.
- Utilizing and implementing Customer Service Center Processes and Procedures.
- Demonstrated experience working with a diverse group of internal and external customers, effectively persuading them to voluntarily accept recommendations or advice for the purpose of bringing them into compliance with regulations, policies, Washington Administrative Code (WAC) and Revised Code of Washington (RCW).
Working Knowledge of:
- Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
Ability to:
- Perform routine typing, copying, faxing, use multi-line telephone and prepare mailings.
- Familiarity with Microsoft Office programs, including Word, Excel, and Outlook, and an understanding of search criteria for Internet and Intranet web sites.
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 professional references with current contact information.
Supplemental Information
In addition to pay and other special employee programs, there are other benefits that 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
Union- WFSE:
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.
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 Ashley.Lee@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 email Jayme.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 Ashley.Lee@dfw.wa.gov and reference job #2025-00519.
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