- \n
- Description<\/dt>\n
- \n<\/div>\nFULL-TIME\/PERMANENT\u00a0<\/strong><\/div>\nCUSTOMER SERVICE SPECIALIST 2\u00a0<\/strong><\/div>\n
\n<\/strong><\/p>\nWDFW Licensing Division\u00a0<\/strong><\/div>\nOlympia, Washington<\/div>\n\u00a0<\/strong><\/div>\nWDFW staff comprise a talented and passionate group of people dedicated to protecting Washington\u2019s Natural Resources.<\/strong>\u00a0\u00a0<\/strong><\/p>\n
Our employees serve the public with integrity<\/strong>, we hold ourselves accountable\u00a0to both the quality of our work, and the way in which we perform it.<\/strong><\/p>\n<\/p>\n
This is an opportunity\u00a0<\/em><\/strong>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.<\/p>\n
With your experience,\u00a0<\/em><\/strong>you will provide mission critical customer service and support to stakeholders\/customers placing recreation license sales orders online and over the phone.<\/p>\n<\/p>\n
The optimal candidate\u00a0<\/strong><\/em>takes pride in delivering excellent and timely customer service, enjoys building rapport and maintaining relationships with peers and customers.<\/p>\n
We are seeking a candidate\u00a0<\/strong><\/em>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.<\/p>\n<\/dd>\n
- Duties<\/dt>\n
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Our Customer Service Specialist 2,\u00a0<\/em><\/strong><\/p>\n
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- Addresses customer inquiries\u00a0related to recreational license\u00a0sales and acquisition using\u00a0processes, WDFW fishing\/hunting pamphlets,\u00a0and the\u00a0WDFW website.<\/li>\n
- 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.<\/li>\n
- Processes the Licensing Division’s mail.<\/li>\n
- Responds to Licensing Division\u2019s emails in an accurate and timely manner.<\/li>\n
- Assists with call center support and development by responding to customer calls courteously and professionally.<\/li>\n
- Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of customer profiles.<\/li>\n
- Tracks, completes and adds correspondence via tickets in customer\u2019s profiles.<\/li>\n
- Interprets and applies laws, regulations, rules, policies, and procedures in\u00a0the\u00a0resolution of licensing inquiries, complaints, problems and revenue adjustments.<\/li>\n
- Ensures methods, procedures, rules, regulations and standards are implemented and communicated accurately to staff, regional offices, and the public for all associated sales items.<\/li>\n<\/ul>\n
WORKING CONDITIONS:\u00a0<\/strong><\/p>\n
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- Work Setting, including hazards: \u00a0 \u00a0<\/strong>\n
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- Duties are performed in an office setting – this position requires extensive computer use and sitting.<\/li>\n
- Teleworking options may be available based upon business needs.<\/li>\n
- 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.<\/li>\n<\/ol>\n<\/li>\n
- Schedule: \u00a0\u00a0<\/strong>\n
- \n
- Monday \u2013 Friday \u2013 8:00 a.m. \u2013 5:00 p.m.<\/li>\n
- Workload demands may require work outside the assigned work hours and adjustment of work schedules.<\/li>\n<\/ol>\n<\/li>\n
- Tools & Equipment:\u00a0<\/strong>\n
- \n
- Computer hardware, software and multi-line telephones.<\/li>\n
- Additional equipment may be provided based upon teleworking\/business needs.<\/li>\n<\/ol>\n<\/li>\n
- Customer Interactions:<\/strong>\n
- \n
- Customer Service is integral to department success.<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<\/dd>\n
- Qualifications<\/dt>\n
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REQUIRED QUALIFICATIONS:<\/strong><\/p>\n
\n- \n
- High School Diploma\/GED.<\/li>\n<\/ul>\n<\/div>\n
AND\u00a0<\/strong><\/p>\n
\n- \n
- One (1) year of experience providing assistance to clients\/customers regarding inquiries, complaints or problems.<\/li>\n<\/ul>\n<\/div>\n
AND<\/strong><\/p>\n
Job Knowledge\/Skills:\u00a0<\/strong><\/p>\n
- \n
- Strong interpersonal skills and customer focus.<\/li>\n
- Excellent organization and attention to detail.<\/li>\n
- Good verbal communications and the ability to write specific and concise documents and emails.<\/li>\n
- Experience producing timely and accurate work products that fully satisfy the demands of the assignment or task.<\/li>\n
- Experience working in a team environment, including collaborative problem solving, maintaining open communication among staff, and allowing flexibility for creative input from others.<\/li>\n
- Familiarity with Microsoft Office programs, including a general understanding of Word, Excel, Teams and Outlook.<\/li>\n
- Understanding of search criteria for Internet and Intranet web sites.<\/li>\n<\/ul>\n
PREFERRED QUALIFICATIONS:\u00a0<\/strong><\/p>\n
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- An Associate Degree or higher.<\/li>\n
- Two (2) or more years of experience providing assistance to clients\/customers regarding inquiries, complaints or problems.<\/li>\n
- Experience with multi-line phone systems.<\/li>\n
- 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.<\/li>\n
- Experience utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer and Commercial Units.<\/li>\n
- Experience utilizing the WILD (Washington Interactive Licensing Database) System to complete tasks.<\/li>\n
- Ability to articulate, utilize, and assist customers with understanding WDFW rules, regulations, laws and policies.<\/li>\n<\/ul>\n<\/dd>\n
- Supplemental Information<\/dt>\n
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Please note: Failure to follow the instructions below may lead to disqualification.<\/strong><\/p>\n
In order to successfully apply for this position you MUST complete your profile at\u00a0www.careers.wa.gov<\/strong><\/a>\u00a0and attach the following to your profile before completing the online application:<\/p>\n
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- A cover letter<\/strong>\u00a0describing how you meet the qualifications of this position (Generic cover letter will not be accepted).<\/li>\n
- A current resume.\u00a0<\/strong><\/li>\n
- Three professional references.\u00a0<\/strong><\/li>\n<\/ul>\n
IMPORTANT NOTE:\u00a0<\/strong><\/p>\n
The Department of Fish and Wildlife\u2019s priority during the Covid-19 health crisis is to keep our staff, candidates, and the public safe. \u00a0We are hiring and encourage you to apply to open positions. \u00a0Many of our staff are currently working from home; we have transitioned to a virtual recruitment process, to include web-based interviews.<\/p>\n
UNION – WFSE:<\/strong><\/p>\n
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).<\/p>\n
JOIN THE WDFW TEAM:<\/strong><\/p>\n
Learn about our\u00a0agency<\/strong><\/a>\u00a0<\/strong>and the\u00a0perks<\/strong><\/a>\u00a0<\/strong>of working for WDFW!<\/p>\n
The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. \u00a0We 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\u2019s mission. We value demonstrated skill in living WDFW values of professionalism, accountability, empathy, integrity, service, and respect.<\/p>\n
WDFW employees may be eligible for the following:<\/strong><\/p>\n
Medical\/Dental\/Vision for employee & dependent(s), Public Employees Retirement System (PERS), \u00a0 Vacation, Sick, and other Leave, 11 Paid Holidays per year, Public Service Loan Forgiveness, Tuition Waiver, \u00a0 Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), \u00a0Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth.<\/p>\n
![\"An](\"https:\/\/secure.neogov.com\/images\/AgencyImages\/jobposting\/1924\/jobpostings\/image\/Yes%20Vets.png\")
<\/p>\nDiversity, Equity, and Inclusion Employer<\/strong><\/p>\n
VETERAN PREFERENCE NOTICE:<\/strong><\/p>\n
To take advantage of veteran preference, please do the following:<\/p>\n
\n- \n
- Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to\u00a0RecruitmentTeam@dfw.wa.gov<\/strong><\/a>.<\/li>\n<\/ul>\n<\/div>\n
- \n
- Subject line should include recruitment number, position and Vet (for example: #10155 Biologist 1 \u2013 Veteran)<\/li>\n
- Include your name as it appears on your application in careers.wa.gov<\/li>\n<\/ul>\n
MILITARY SPOUSE PREFERENCE NOTICE:\u00a0<\/strong><\/p>\n
To take advantage of military spouse preference, please do the following:<\/p>\n
- \n
- Notify us of your military spouse status by email at\u00a0RecruitmentTeam@dfw.wa.gov<\/strong><\/a>.\u00a0<\/strong><\/li>\n
- Subject line should include recruitment number, position and MS (for example: #10155 Biologist 1 \u2013 MS)<\/li>\n
- Include your name as it appears on your application in careers.wa.gov<\/li>\n<\/ul>\n
\u00a0<\/em><\/p>\n
Note:<\/strong>\u00a0Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at\u00a0RecruitmentTeam@dfw.wa.gov<\/a><\/strong>.<\/p>\n
As part of WDFW\u2019s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications. \u00a0 Therefore; we want to ensure that all individuals feel welcome, are treated fairly and respectfully. \u00a0All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.<\/em>\u00a0<\/em><\/p>\n
The Department of Fish and Wildlife is an equal opportunity employer. \u00a0We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. \u00a0All 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.\u00a0<\/em><\/p>\n
\u00a0Persons 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.<\/em><\/p>\n
This recruitment is essential to maintain operations and fulfill WDFW\u2019s legal obligations:<\/em>\u00a0Support functions in region, HQ to provide limited customer service & manage office.<\/em><\/p>\n
Follow us on social media:\u00a0<\/strong>
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- Notify us of your military spouse status by email at\u00a0RecruitmentTeam@dfw.wa.gov<\/strong><\/a>.\u00a0<\/strong><\/li>\n
- A current resume.\u00a0<\/strong><\/li>\n
- One (1) year of experience providing assistance to clients\/customers regarding inquiries, complaints or problems.<\/li>\n<\/ul>\n<\/div>\n
- Customer Service is integral to department success.<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<\/dd>\n
- Work Setting, including hazards: \u00a0 \u00a0<\/strong>\n