WDFW staff comprise a talented and passionate group of people dedicated to protecting Washington’s Natural Resources.  

Our employees serve the public with integrity, we hold ourselves accountable to both the quality of our work, and the way in which we perform it.

This is an opportunity to provide quality services to businesses, communities, and the public participating in or inquiring about commercial/recreational fishing, hunting, and wildlife viewing opportunities in Washington State.

With your experience, you will provide mission critical customer service and support to stakeholders/customers placing recreation license sales orders online and over the phone.

The optimal candidate takes pride in delivering excellent and timely customer service, enjoys building rapport and maintaining relationships with peers and customers.

We are seeking a candidate who respects and values the opinions of others, creating an inclusive team environment where every member feels they contribute value to the project and WDFW.

Our Customer Service Specialist 2, 

• Addresses customer inquiries related to recreational license sales and acquisition using processes, WDFW fishing/hunting pamphlets, and the WDFW website.
• Provides information about recreational sales and miscellaneous item orders, rules, regulations, refunds, or other general questions regarding use of recreational documents and licensing related activities.
• Processes the Licensing Division’s mail.
• Responds to Licensing Division’s emails in an accurate and timely manner.
• Assists with call center support and development by responding to customer calls courteously and professionally.
• Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of customer profiles.
• Tracks, completes and adds correspondence via tickets in customer’s profiles.
• Interprets and applies laws, regulations, rules, policies, and procedures in the resolution of licensing inquiries, complaints, problems and revenue adjustments.
• Ensures methods, procedures, rules, regulations and standards are implemented and communicated accurately to staff, regional offices, and the public for all associated sales items.

WORKING CONDITIONS: 

• Work Setting, including hazards:    
  1. Duties are performed in an office setting – this position requires extensive computer use and sitting.
  2. Teleworking options may be available based upon business needs.
  3. In order to be eligible to work from home, must have high speed internet while working from home, or the ability to obtain it prior to start date.
• Schedule:   
  1. Monday – Friday – 8:00 a.m. – 5:00 p.m.
  2. Workload demands may require work outside the assigned work hours and adjustment of work schedules.
• Tools & Equipment: 
  1. Computer hardware, software and multi-line telephones.
  2. Additional equipment may be provided based upon teleworking/business needs.
• Customer Interactions:
  1. Customer Service is integral to department success.

REQUIRED QUALIFICATIONS:

AND 

AND

Job Knowledge/Skills: 

• Strong interpersonal skills and customer focus.
• Excellent organization and attention to detail.
• Good verbal communications and the ability to write specific and concise documents and emails.
• Experience producing timely and accurate work products that fully satisfy the demands of the assignment or task.
• Experience working in a team environment, including collaborative problem solving, maintaining open communication among staff, and allowing flexibility for creative input from others.
• Familiarity with Microsoft Office programs, including a general understanding of Word, Excel, Teams and Outlook.
• Understanding of search criteria for Internet and Intranet web sites.

PREFERRED QUALIFICATIONS: 

• An Associate Degree or higher.
• Two (2) or more years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Experience with multi-line phone systems.
• 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, WACs and RCWs.
• Experience utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer and Commercial Units.
• Experience utilizing the WILD (Washington Interactive Licensing Database) System to complete tasks.
• Ability to articulate, utilize, and assist customers with understanding WDFW rules, regulations, laws and policies.

Please note: Failure to follow the instructions below may lead to disqualification.

In order to successfully apply for this position you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application:

• A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted).
• A current resume. 
• Three professional references. 

IMPORTANT NOTE: 

The Department of Fish and Wildlife’s priority during the Covid-19 health crisis is to keep our staff, candidates, and the public safe.  We are hiring and encourage you to apply to open positions.  Many of our staff are currently working from home; we have transitioned to a virtual recruitment process, to include web-based interviews.

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).

JOIN THE WDFW TEAM:

Learn about our agency and the perks of working for WDFW!

The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field.  We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of professionalism, accountability, empathy, integrity, service, and respect.

WDFW employees may be eligible for the following:

Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS),   Vacation, Sick, and other Leave, 11 Paid Holidays per year, Public Service Loan Forgiveness, Tuition Waiver,   Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP),  Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth.

Diversity, Equity, and Inclusion Employer

VETERAN PREFERENCE NOTICE:

To take advantage of veteran preference, please do the following:

• Subject line should include recruitment number, position and Vet (for example: #10155 Biologist 1 – Veteran)
• Include your name as it appears on your application in careers.wa.gov

MILITARY SPOUSE PREFERENCE NOTICE: 

To take advantage of military spouse preference, please do the following:

• Notify us of your military spouse status by email at RecruitmentTeam@dfw.wa.gov. 
• Subject line should include recruitment number, position and MS (for example: #10155 Biologist 1 – MS)
• Include your name as it appears on your application in careers.wa.gov

Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at RecruitmentTeam@dfw.wa.gov.

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.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status and are encouraged to apply. 

 Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388.

This recruitment is essential to maintain operations and fulfill WDFW’s legal obligations: Support functions in region, HQ to provide limited customer service & manage office.

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