Licensing Customer Service Specialist 3 - Customer Service Specialist 3 - Permanent - *11196-24
Working Title – Licensing Customer Service Specialist 3
Classification – Customer Service Specialist 3
Job Status – Full-Time/Permanent
WDFW Program – Director’s Office – Licensing Division
Duty Station – Olympia, Washington – Thurston County
Learn more about being a member of Team WDFW!
As our Licensing Customer Service Specialist you will be at the forefront of ensuring WDFW customers receive top-tier support while contributing to the overall success of the Licensing Team.
Provide quality customer service and be an active partner with businesses, communities, and the public participating in or inquiring about commercial and recreational fishing, hunting, and wildlife viewing opportunities in Washington State.
If you are passionate about fostering a positive customer experience and helping a high-performing team succeed, this is the opportunity for you.
What to Expect-
Among the varied range of responsibilities held within this role, the Licensing Customer Service Specialist will,
Complete Daily Workload Assignments:
- Complete daily workload assigned by the Customer Service Specialist 4 (CSS4).
- Workload can be higher level Customer Service Specialist 2 (CSS2) work, high volume workload, or workload to fill in for staff out of the office.
- Workload assignment can be for recreational, dealer, or commercial.
- Assignments must be completed following all processes and policies.
Assist Customer Service Specialist 4’s:
- Complete work assigned by CSS4’s, this can include, but not limited to updating processes, working through a process to find bottlenecks and issues, and completing reports.
- Work to understand the CSS4 positions to assist with their job functions when out of office, specifically learning the workload each day and how to ensure its completion.
- Work closely with CSS4’s to ensure completion of daily workload of the unit.
- Clearly communicates with CSS4’s regarding workload, staff, and projects.
Assist Customer Service Specialist 2’s with Questions and Workflow:
- Front line for assisting CSS2 and Office Assistant staff with questions and issues. If questions or issues cannot be resolved, ask for assistance from the CSS4.
- Maintain a high level of expertise in licensing rules, regulations, policies, procedures, and legislation.
- Must maintain expertise and knowledge in all technical platforms used by the unit. This expertise will be used in the resolution of licensing inquiries, complains, problems, revenue adjustments, etc.
Working Conditions:
Work Setting, including hazards: Duties are performed in an office setting.
Schedule: Typically, 8:00 a.m. to 5:00 p.m., Monday through Friday. However, a varied schedule may be required including working Saturday or Sunday and overtime.
Travel Requirements: Employees may be required to attend trade shows, fair events, or travel to WDFW authorized dealers.
Tools and Equipment: Computer hardware and software, multi-line telephone, and sales register.
Qualifications:
Required Qualifications:
High School diploma or GED equivalent.
And
Two (2) years of customer service experience, which includes providing assistance to clients/customers regarding inquiries, complaints, or problems.
Or you may also qualify with:
One (1) year of experience as a Customer Service Specialist 2.
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:
Associate’s, Bachelor’s, or Master’s degree, or vocational certification.
Working knowledge of the Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
Experience:
- 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.
- With Internet Point of Sales & Point of Sales Application to complete customer sales.
- Utilizing and implementing Customer Service Center Processes and Procedures.
Competencies:
- Excellent verbal communications and the ability to write specific and concise documents and emails to customers, staff, and all levels of management.
- Ability to work with a diverse group of staff, as well as internal and external customers; effectively influencing them to voluntarily accept recommendations or advice for the purpose of bringing them into compliance with regulations, policies, Washington Administrative Code (WACs) and Revised Code of Washington (RCWs).
- Strong interpersonal skills and customer focus - experience communicating and resolving complex customer problems over the phone and through email.
- Ability to handle highly stressful or adverse situations, making good decisions, working accurately, and helping to calm others.
- Familiarity with Microsoft Office programs, including a general understanding of Word, Excel, and Outlook.
Your application should 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.
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
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). 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 kaila.daudt@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 email Jayme.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 kaila.daudt@dfw.wa.gov and reference job #2024-11196.