Customer Service Specialist 2 - Directors Office - Permanent

Photo Caption Chestnutbacked chickadee Photo Credit: Bill Hebner

This is an opportunityto interpret and apply rules and regulations when resolving customer service inquiries problems and complaints from the public and diverse groups.

With your experienceyou will provide verbal and written assistance in response to general questions correctly interpret needs and direct to appropriate staff and/or resources.

We are seeking a candidateto provide accurate information and customer service regarding recreational/commercial opportunities available programs and services department regulations and the selling/maintenance of appropriate licensing and records.

WHAT TO EXPECT

Among the varied range of responsibilities held within this role this position will:

Interpret agency policies and procedures.

Explain types option packages and sell agency recreational licenses.

• Provide accurate information about various licenses options.
• Resolve issues that may arise with licenses purchased at other License Vendors.
• Sell fishing/hunting licenses using both cash and credit technologies.
• Balance till resolve any discrepancies.
• Liaise between Licensing staff in Olympia and Regional License dealers.
• Facilitate access to resources via sale of appropriate licenses.

Resolve customer issues/problems.

• Independently resolve customer problems by identifying the issues determining procedural steps necessary to bring resolution working with program staff to implement resolution and communicating the results to the customer.
• Be knowledgeable about and able to assist with requests for disability status and regulations pertaining to access hunting and fishing with disabled status.

Provide support to regional staff.

• Provide support to regional staff in the accomplishment of their assigned tasks. Examples include but not limited to basic IT and technical support printing support office supply needs assist organize and track permitting requests complete OPFs for field staff to facilitate timely payment.
• Assist with archival projects.
• Assist with mailing services and bulk mailings.
• Assist with updates to hotlines with timely Program season information.
• Proctor tests for Hunter Education Wildlife Rehabilitators Trapping and Falconry.

Working Conditions:

Work setting: Office setting with occasional requirement to go out to warehouses to contact staff. Some lifting of paper products and pamphlets. Office includes a lab (incumbent not required to work in lab). Warehouse areas are located in graveled areas; equipment and supplies are located in building and well as in warehouses.

Schedule: Monday Friday 8:00 AM to 5:00 PM. This position may be responsible for opening and closing the office.

Customer Interactions: This position interactions frequently with hunters fishers tribal enforcement general public agency employees regional and headquarters. The incumbent is responsible for answering the telephone dealing with inperson public queries and responding to emails. The position requires someone who feels comfortable with the public especially during demanding and difficult circumstances one who can work under stress is a selfstarter and can 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.

Special Requirements/Conditions of Employment:

Successful completion of agency training and/or certification per supervisory direction position need andtraining availability.

Preferred Qualifications:

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

• Associates degree or higher or vocational certification preferably in environmental science or natural resource management public administration or public relations business administration or management or communications.
• Experience using the Washington Interactive Licensing Division (WILD) System.
• Working knowledge of the Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
• Experience responding to inquiries related to WDFW Hunting and Fishing Regulations.
• Experience implementing WDFW Licensing Division Policies and Procedures.
• Experience utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center Dealer and Commercial Units.
• Experience with Internet Point of Sales & Point of Sales Application to complete customer sales.
• Experience utilizing and implementing Customer Service Processes and Procedures.

Your application should include the following:

• A completed online application showcasing how your qualifications align with the job requirements.
• An uptodate 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 3 professional references with current contact information.

SUPPLEMENTAL INFORMATION:

Diversity Equity and Inclusion Employer

As part of WDFWs 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.