Classification- Customer Service Specialist 2

Job Status- Part-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!

Region 6 Headquarters – Photo Credit: WDFW

Join our Region 6 office in Montesano as a Customer Service Specialist 2, where you’ll provide critical support to the public and help connect our diverse communities to the services and programs offered by WDFW.

As a front-line representative, you’ll play a key role in assisting customers with inquiries related to agency programs, rules, laws, and procedures.

You’ll act as a liaison between community members and WDFW staff, ensuring accurate information is communicated and services such as license sales are processed efficiently. 

What to Expect-

Among the varied range of responsibilities held within this role, the Customer Service Specialist 2 will,

Interpret Agency Policies and Procedures:

Explain, Advise, and Sell Agency Recreational Licenses:

• Provide accurate information about license types and package options.
• Resolve issues related to licenses purchased from other License Vendors.
• Sell fishing and hunting licenses using both cash and credit technologies.
• Balance tills and resolve discrepancies as needed.
• Act as liaison between Licensing staff in Olympia and Regional License dealers.
• Facilitate access to resources through the sale of appropriate licenses.

Resolve Customer Issues and Inquiries:

• Independently resolve customer problems by identifying issues, determining appropriate procedural steps, coordinating with program staff, and communicating outcomes.
• Demonstrate knowledge of disability-related regulations and assist customers with disability status requests for access, hunting, and fishing accommodations.

Provide Support to Regional Staff:

• Assist regional staff with daily operational needs, including basic IT troubleshooting, printing support, office supply coordination, and track permitting requests.
• Process Order Payment Forms (OPFs) for field staff to ensure timely payments.
• Assist with archival projects, mailing services, bulk mailings, and updates to hotlines with timely Program season information.
• Proctor tests for Hunter Education, Wildlife Rehabilitators, Trapping and Falconry programs.
• Assist sealing wildlife pelts as needed.

WORKING CONDITIONS:

Work Setting, including hazards:

• Office setting with occasional requirement to go out to warehouses to contact staff.
• Some lifting of paper products and pamphlets.
• Office space includes a laboratory; however, the incumbent is not required to perform lab work.
• Warehouse areas are located on gravel surfaces; equipment and supplies are stored both inside the building and in warehouse facilities.

Schedule:

• Part-time position working five (5) days per week, totaling 20 hours per week.
• Schedule may be set or vary based on operational needs.
• Additional hours may be available depending on workload and staffing requirements.
• May be responsible for opening and closing the office.

Customer Interactions:

• Frequent interaction with hunters, fishers, tribal, enforcement, general public, and agency staff at both regional and headquarters. 
• Responsibilities include answering phones, assisting walk-in customers, and responding to emails. 
• Requires strong customer service skills, the ability to remain composed and professional in high-demand or stressful situations, and the ability to 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.

Preferred Qualifications:

In addition to the required qualifications, our ideal applicant will possess some or all the following:

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 applications to complete customer sales. 
• Utilizing and implementing Customer Service Processes and Procedures.

Working Knowledge of:

Include the following with your application materials:

• 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

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 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 Ashley.Lee@dfw.wa.gov and reference job #2025-07559.

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