Customer Service Specialist 4 Permanent

Classification- Customer Service Specialist 4

Job Status- Full-Time - Permanent
WDFW Program- Information Technology (IT) - Licensing Division
Duty Station- Olympia Washington Thurston County

Learn more about being a member of Team WDFW!

Photo Caption: Annas Hummingbird Photo Credit: Randy Grove

The Licensing Division acts as WDFWs business agent overseeing sales distribution and customer support for recreational and commercial licenses and permits while ensuring compliance and efficient service.

As a key leader in the Licensing Division support frontline customer service operations by ensuring efficient management of financial transactions compliance with policies and regulations and accurate reporting.

This role emphasizes proactive planning data driven decision making and workload management to support staff success and deliver exceptional service to both internal and external stakeholders.

What to Expect-

Among the varied range of responsibilities held within this role the Customer Service Specialist 4 will

Management and Supervision of Staff:

Performance Management & Unit Goals:

Management and Supervision of After-Hour Call Center:

Training and Onboarding Staff:

Working Conditions:

Work setting including hazards:Will work in an office setting in-person on the first floor of the Natural Recourse Building (NRB). You may be required to access other floors and at the warehouse to complete tasks. Office hazards may include working under fluorescent light repetitively entering data into computer looking at computer monitor for long periods of time sitting or standing for long periods of time.

Schedule:Typically Monday - Friday 8:00 A.M. - 5:00 P.M. working 40 hours per week. The standard work schedule will include the potential for occasional evening or weekend work as needed. Alternative schedules may be considered based on business needs.

Travel Requirements: May be required to attend trade shows fair events or visit a WDFW prospective or authorized dealer. Travel may also include court appearances.

Customer Interactions:Customer interactions will take place over the phone through correspondence or face-to-face and will include internal and external customer interactions.

Qualifications:

Required Qualifications:

Option 1:

High School diploma or GED equivalent.

And

Four (4) years of customer service experience which includes providing assistance to clients/customers regarding inquiries complaints or problems.

And

Six (6) months of supervisory experience.

Option 2:

One (1) year of experience as a Customer Service Specialist 3.

And

Six (6) months of supervisory experience.

Special Requirements/Conditions of Employment:

Preferred Qualifications:

In addition to the required qualifications our ideal applicant will possess one or more of the following:

Associates Bachelors or masters degree in business administration communications public administration or a related field and/or a vocational certification in an office or customer service field.

Working in a collaborative team environment including shared problem-solving and adapting to changing business needs.

Two (2) years or more of experience in/with:

• Providing customer service to the public including resolving complex or sensitive issues by phone and email.
• Performing administrative or office support duties such as maintaining logs records and reports processing mail and managing multi-line phone systems.
• Using Microsoft Office applications (Word Excel Outlook) and conducting internet-based research.

One (1) year or more of experience in/with:

• Using the Washington Interactive Licensing Database (WILD)or a comparable licensing or customer database system.
• Applying and explaining state regulations or agency policies preferably related to WDFW hunting and fishing regulations.
• Implementing agency or division policies procedures and business processes including those related to customer service center operations.
• Using Point of Sale (POS) systems to process customer transactions.
• Working in a fast-paced environment requiring multitasking prioritization and attention to detail.

Your application must include the following:

• 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.

In addition topayand otherspecial employee programs there are otherbenefitsthat 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: - 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). This recruitment may be used to fill positions in addition to those listed.

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 .
• 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 .

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.

Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone or email or the Telecommunications Device for the Deaf (TDD) at .

Technical Difficulties: If you are having technical difficulties creating accessing or completing your application please call NEOGOV toll-free at or.

Other questions: If you have other questions regarding this position please reach out toand reference job #.

Follow us on social media: LinkedInFacebookInstagram

lb