Customer service representatives who work in the State Parks’ Information Center and Headquarters’ Front Desk provide information about parks and programs to the public.  They are the face and voice of the agency and help people navigate agency websites, plan their vacations, assist with the camping reservation system, and provide individual park and program information.  They also process and fulfill agency discount pass and permit program applications.

This position requires exceptional written and oral communication skills, the ability to follow protocol, and the ability to keep confidential customer records secure.  The position also requires substantial working knowledge of the Washington State Parks and Recreation Commission website, programs and services.

Duties include but are not limited to:

• Acts as the first point of contact for incoming phone calls and walk-in customers.
• Issues passes and permits to customers.
• Independently resolves customer complaints by listening attentively, staying calm and identifying avenues for resolution.
• Provides assistance in planning recreational trips and to “soft sell” State Parks’ recreational opportunities to ensure people continue to choose State Parks for their travel and recreation.
• Provides clear, concise, accurate and complete customer-friendly information when responding to the Information Center emails.
• Calculates fees owed, reconciles financial transaction documents and completes daily accountability forms.
• Review pass program applications, verify eligibility and ensure we receive proper documentation for the Senior Limited Income, Disability (1-year and 5 year and lifetime Veteran) passes.

REQUIRED QUALIFICATIONS:

• Associate’s degree.
• Two (2) years of experience providing assistance to customers regarding inquiries, complaints, problems.

Additional years of experience providing assistance to customers regarding inquiries, complaints or problems can substitute year-for-year for the education requirement.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Effective oral and written communication skills.
• Demonstrated experience working with a diverse group of customers.
• Strong interpersonal skills and customer focus.
• Experience communicating and resolving customer problems over the phone.
• Ability to handle stressful or adverse situations, while making good decisions and helping others to stay calm.
• Ability to complete tasks independently while working successfully within the larger team oriented environment.
• Familiarity with Microsoft Office programs, including a general understanding of search criteria for internal websites.
• Ability to perform routine typing, copying, faxing, scanning and preparing mailings.

DESIRED QUALIFICATIONS: 

• Knowledge of Washington State Parks and Recreation Commissions’ website, programs and services.

UNIFORM INFORMATION:
All Customer Service Specialists are required to wear a uniform.  A complete and properly worn uniform helps establish the professional identity of a Customer Service Specialist and promotes respect as a Washington State Parks employee.  Customer Service Specialists will receive 4 shirts within the first year (2 shirts per calendar year after the first year), 1 jacket every 5 years, and 1 ball cap every year.

HOW TO APPLY
To ensure consideration, please complete the online job application and profile at www.careers.wa.gov. Use reference number 03450 when searching for the job announcement.

You must attach in your application package the following:

•  Letter of Interest specifically addressing the qualifications listed in this announcement.
• Current resume.
• Three professional references.

**All requested materials must be submitted. Incomplete or late application materials will not be accepted. Failure to follow application process may disqualify you from further consideration.**
The information provided in your application must support your selected answers in the application questions. Answers will be verified and documentation may be required. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.

NOTE:  Prior to a new hire, a background check, including criminal record history will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position.

This position is included in the non-supervisory bargaining unit represented by the Washington Federation of State Employees (WFSE).  For more information: https://wfse.org/

Diversity Policy Statement
The Washington State Parks and Recreation Commission is committed to creating an equitable, hospitable, appreciative, safe, and inclusive park environment – one that embraces the full spectrum of all community members’ contributions. The Commission makes this commitment because:

• Diversity strengthens the workforce in competence and ability;
• Celebrating diversity appreciates and values individual differences;
• Diversity serves an increasingly heterogeneous society;
• Diversity helps ensure the relevance of a state park system, its mission, properties, and programs to the people of this state today and in the future; and
• Diversity is crucial to our ability to serve all citizens.

The Commission encourages and supports staff efforts to reach out to people of all races, national origins, abilities, religions, sexual orientations, veteran status, ages, and genders who use the parks and who live in communities nearby parks. This outreach is to focus on engaging in partnerships that expand programs and services in a way that is meaningful and of value to all people. The Commission is dedicated to offering quality experiences to all visitors through a workforce and volunteer corps that reflects the diversity of Washington State.

The Washington State Parks and Recreation Commission 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 with disabilities, persons over 40 years of age, disabled and Vietnam veterans and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application process or this job announcement  in an alternative format may contact the human resources office at (360) 902-8565. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

For information about this position, please contact Keri Murphy at Keri.Murphy@parks.wa.gov or (360) 902-8561