Customer Service Specialist 2 – Non-Permanent – Six Openings – *12077-24

Classification– Customer Service Specialist 2
Job Status– Full-Time/Non-Permanent
Appointment Length– 12 months – December 1, 2024 – November 29, 2025
Number of Vacancies– Six (6)
WDFW Program– Financial Services Program  
Duty Station– Olympia, Washington – Thurston County

Learn more about being a member of Team WDFW!

Foster strong professional relationships with the recreating public and WDFW by delivering exceptional customer service.

With your experience, implement processes, rules, and regulations to effectively assist WDFW stakeholders and customers with internet and telephone orders for recreation licenses, as well as addressing general inquiries directed to the Licensing Division.

What to Expect-

Among the varied range of responsibilities held within this role, the Customer Service Specialist will, 

Manage Quality Customer Profiles:

• Use 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 WILD database.
• Track, complete, and add correspondence in customer’s profile as required. 

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 mail daily, respond to Licensing Email in an accurate and timely manner.
• Report and summarize feedback from the public, assisting Supervisors in documenting strengths and challenges to facilitate analysis and improve systems, applications, and communication.

Complete and Process Licensing Sales:

• Address customer inquiries related to recreational license sales and acquisition using processes, WDFW fishing and hunting pamphlets, and WDFW website.
• Use Licensing applications to complete front counter, internet and telephones sales, printing and fulfillment of recreational documents, and other miscellaneous items.

Assist with Call Center Support and Development:

• Respond and provide appropriate assistance to general customer inquiries using the WDFW website, WDFW rules and regulations, fishing and hunting pamphlets, and associated processes.

Working Conditions: 

Work Setting, including hazards: Duties are performed in an office setting and will require extensive computer use. 

Schedule: Typically, Monday – Friday, 8:00 A.M. – 5:00 P.M. however, a varied schedule may be required including working Saturday or Sunday and overtime.

Travel Requirements: May be required to attend trade shows, fair events, or a WDFW authorized dealer.

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.

Working knowledge of the Washington Interactive Licensing Database (WILD) Business Rules and Requirements.

Experience with: 

• 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 & Point of Sales Application to complete customer sales.
• Utilizing and implementing Customer Service Center 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 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 [email protected]. 
• 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 [email protected], 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 [email protected]. 

Other questions: If you have other questions regarding this position, please reach out to [email protected] and reference job #2024-12077.

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