State of Washington Dept. of Fish and Wildlife invites applications for the position of: Customer Service Specialist 2
SALARY:
$2,441.00 – $3,155.00 Monthly
OPENING DATE: 08/26/15
CLOSING DATE: 09/03/15 05:01 PM
DESCRIPTION:
CUSTOMER SERVICE SPECIALIST 2
THE DEPARTMENT
WDFW is dedicated to protecting native fish and wildlife, and providing sustainable fishing, hunting and wildlife viewing opportunities for millions of residents and visitors. Working throughout the state, WDFW’s employees–field biologists, enforcement officers, land stewards, lab technicians, customer service representatives and others—manage hundreds of fish and wildlife species, maintain nearly a million acres of public wildlife lands, provide opportunities for recreational and commercial fishing, wildlife viewing and hunting, protect and restore habitat and enforce laws that protect fish and wildlife resources. Learn more about us at www.wdfw.wa.gov.
This recruitment is to fill one (1) full-time, permanent position located within the Technical and Financial Management Program, Licensing Division, stationed at the Natural Resources Building in Olympia, Thurston County, Washington.
JOB SUMMARY:
The mission of the WDFW Licensing Division is to provide quality services 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.
The Licensing Division is the business agent for WDFW relating to the sales, distribution, systems, accounting, customer and retail dealer support and creation of sales channels to optimize agency revenue and compliance for the issuance of recreational and commercial licenses permits and other products and disability applications. Revenue projections for the 13-15 biennium exceed $100M through Internet/phone and 600 retail dealers and $1.1M from 6000 commercial licenses.
The Customer Service Specialist 2 provides mission critical customer service and support to internal and external WDFW Stakeholders, customers placing Internet and telephone recreation license sales orders, and general inquiries to the Licensing Division. This position is a front line representative for the Agency on many general licensing related matters. This position is responsible for demonstrating consistent, timely and excellent customer service, accurate customer sales and demographic history, and the reconciliation of all transactions and fulfillment of Internet and telephone sales. Additionally, this position is responsible for processing disability applications, fulfillment and order processing of recreational and commercial license documents from Licensing Division’s automated licensing systems, and must have a fundamental understanding of issuance process, rules, regulations, and state statutes governing WDFW recreation fishing and hunting documents.
DUTIES:
Manages Quality Customer Profiles
Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
Tracks, completes, and adds a correspondence in customer’s profile as required.
Communicates customer profile targets, strengths and challenges to their supervisor.
Works with supervisor to reach expected customer profile targets.
Performance Measures and Customer Service Goals
By utilizing unit’s manual and following the processes provided to complete Recreational unit’s tasks, works toward meeting both personal and unit’s goals.
Responsible for participating in, making recommendations regarding methods for improving practices, and addressing challenges.
Assists in developing and maintaining Recreational unit’s processes.
Responsible for assisting supervisor with the development, establishment, maintenance, implementation, and completion of activities and priorities for the work unit.
Communicates both personal and unit targets strengths and challenges to supervisor.
Assists in developing methods to report and achieve expected call center performance measurement targets.
Administrative Support and Security Management
Interprets and applies laws, regulations, rules, policies, and procedures in the resolution of licensing inquiries, complaints, problems, revenue adjustments, and of other tasks associated with this position.
Maintains a level of expertise in licensing rules, regulations, policies, procedures, legislation, and
technical expertise in automated licensing applications.
Works with supervisor and unit staff to develop, maintain, and complete a personal training schedule. Assists supervisor with developing, implementing and maintaining operations manual for all methods and procedures that are necessary to support and achieve results of each work unit activity.
Completes and Processes Licensing Sales
Addresses customer inquiries related to recreational license sales and acquisition using processes, WDFW fishing and hunting pamphlets, and WDFW website.
Uses Licensing applications to complete front counter, internet and telephones sales, printing and fulfillment of recreational documents, and other miscellaneous items.
Reviews reports and items printed to ensure all items are printing correctly.
Utilizes reports and processes, to ensure orders are fulfilled accurately and in a timely manner. Documents progress in activity forms, and spreadsheets daily.
Responds to Public and Agency Correspondence and Communications
Provides information about recreational sales and miscellaneous items orders, rules, regulations, refunds, or other general questions regarding use of recreational documents and licensing related activities.
Processes the Licensing Division’s mail on a daily basis, responds to Licensing email in an accurate and timely manner, reports, makes recommendation, and assists supervisor with the summarization and documentation of strengths and challenges received from the public, for analysis and review for system, application, and communication improvements.
Assists with Call Center Support and Development
Responds, and provides appropriate assistance to general customer inquiries using the WDFW website, WDFW rules and regulations, fishing and hunting pamphlets, and associated processes.
Responds to customer calls courteously and professionally.
Guides customers to the appropriate programs as needed.
Maintains a fundamental understanding of the Agency’s call center responsibilities and expectations as documented in performance measure document.
Processes Sales and Addresses Inquiries for Miscellaneous Sales Items
Ensures methods, procedures, rules, regulations and standards are implemented and communicated accurately to staff, regional offices, and the public for all associated sales items.
Staff will utilize WDFW fishing and hunting pamphlets, WDFW website, rules and regulations, to address customer inquiries regarding special hunt, raffles, multi-season, and incentive drawing purchases.
Processes Customer Requests for Refunds and Adjustments Using Process Provided
Completes appropriate forms associated with revenue adjustments, and requests refunds and exchanges for customers based on the rules, regulations, and state law.
Works with Revenue and Statistics unit to timely submit requests for customer refunds and exchanges.
Ensures refunds are provided in timely manner and for verification that refunds have been processes by Revenue and Statistic unit.
Documents and reports any inconsistencies or errors to the Business Technology unit, Revenue
and Statistics unit, and supervisor.
WORKING CONDITIONS:
Working environment is a busy office setting. Varying degrees of activity occur in the common areas during working hours; most tasks will involve sitting at a desk and working on a computer. Incumbent must be able to work amid distraction.
This position normally works 8:00 am-5:00 pm, Monday-Friday; however, a varied schedule may be required including working Saturday or Sunday and overtime.
UNION NOTICE:
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), which contains a “union security” provision. This means that, as a condition of employment, you must either join the union and pay union dues, or pay the union a representational or other fee within 30 days of the date you are put into pay status.
QUALIFICATIONS:
Required Qualifications:
 High School diploma or GED equivalent.
 Two (2) years of customer service experience.
 Ability to type 35 wpm with accuracy.
Job knowledge(to perform the essential activities of this position, the employee must know or understand the following):
 Excellent organization and attention to detail; ability to maintain files, logs, and reports.
 Good verbal communications and the ability to write specific and concise documents.
 Demonstrated experience working with a diverse group of customers.
 Strong interpersonal skills and customer focus (experience communicating and resolving complex customer problems over the phone is highly desirable).
 Ability to use a multi-line telephone.
 Ability to handle highly stressful or adverse situations, making good decisions, working accurately and helping to calm others.
 Ability to complete tasks independently while working successfully within the larger team oriented environment.
 Ability to adapt to changing business needs and conditions, identifying effective alternatives to reach a given objective.
 Familiarity with Microsoft Office programs, including a general understanding of Word and Excel, and understanding of search criteria for Internet and Intranet web sites.
 Ability to perform routine typing, copying, faxing, use multi-line telephone and prepare mailings.
 Ability to multitask in a fast paced working environment.
 Ability to learn new rules and regulations and obtain the knowledge for future use and to use that knowledge for multiple applications.
Other skills and abilities /specialized knowledge (required for full performance of essential
functions).
 Ability to utilize WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer and Commercial Units.
 Ability to utilize and implement Recreational Customer Service Center Processes and Procedures.
 Ability to utilize and implement WDFW Licensing Division Policies and Procedures.
 Ability to respond to inquiries related to WDFW Hunting and Fishing Regulations.
 Must have an understanding of how utilize the WILD Business Rules and Requirements.
 Ability to utilize the Internet Point of Sales & Point of Sales Application to complete customer sales.
 Ability to utilize the WILD system to complete task.
 Ability to articulate, utilize, and assist customers with understanding the WDFW rules, regulations, laws, and policies.
SUPPLEMENTAL INFORMATION:
To apply for this position you MUST complete your profile at www.careers.wa.gov and attach the following in order to your profile before completing the online application:
 A cover letter describing how you meet the required and preferred qualifications of this position (generic cover letters will not be accepted).
 A current resume (please make it succinct).
 Three (3) professional references (personal references do not count as professional references).
Please do not include any attachments other than the ones requested above.
Please note: Failure to follow the above application instructions will result in disqualification. E-mailed documents will not be accepted in lieu of attaching your documents to the online profile.
Upon submission of your online application, you will immediately receive a confirming e-mail. You will then be notified via e-mail of your status during the process. In addition to the e-mail notifications, you can check the status of your application at any time by visiting your online profile at www.careers.wa.gov. Due to the high volume of applications that we receive, we ask your understanding and encourage you to use the online process and avoid calling for information.
Please note that initial screening will be solely based on the completeness of application materials submitted and the contents and completeness of the “work experience” section of your application in NeoGov. A resume will not substitute for the “work experience” section of the application. The information provided in your application must support your selected answers in the supplemental questions. Responses not supported in your application may disqualify you from consideration for employment in this position. All information will be verified and documentation may be required.
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. 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.
Customer Service Specialist 2 Supplemental Questionnaire
*
1.
Candidates are required to have a High School diploma or GED equivalent and two (2) years of customer service experience. Do you meet these requirements?
Yes No
*
2.
This position requires proven customer service skills, both internally and externally. Please describe what you think constitutes good customer service.
*
3.
Which of the following best describes your experience and/or ability to complete tasks independently while working successfully within a larger team oriented environment?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
*
4.
Which of the following best describes your experience looking up and entering and/or updating data into a computer database?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
*
5.
Which of the following best describes your experience dealing effectively and frequently with a variety of customers in difficult situations (e.g., by defusing anger, calming people, working with people with communication challenges, providing unpleasant options, etc.)?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
*
6.
Describe your skill and experience in using the following office equipment: computer, fax machine, photocopy machine and scanning devices.
Willing (Little or no experience in training regarding this competency, but interested and willing to learn.) Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program OR through at least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally this is achieved through 1-3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in
nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience.)
*
7.
Describe your skill and experience using point of sale (POS) systems.
Willing (Little or no experience in training regarding this competency, but interested and willing to learn.) Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program OR through at least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally this is achieved through 1-3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience.)
*
8.
Which of the following best describes your experience organizing, planning and prioritizing your own workload?
My own workload is organized, planned and prioritized by my supervisor. I can plan, organize and prioritize my work with minimal input from my supervisor. I have total independence to plan, organize and prioritize my work.
*
9.
How many months of experience do you have with entering data from sources such as customers’ personal information, addresses, e-mail, phone numbers, etc.?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
*
10.
How many months of experience do you have manipulating existing data, editing current information or proofreading new entries into a database for accuracy?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
*
11.
From the list below, select ALL of the Microsoft applications and databases you have professional experience using:
Word Excel Access Power Point Outlook Internet Explorer SharePoint Adobe Acrobat Washington Interactive Licensing Database (WILD) TotalTime
*
12.
In the space below, please answer the following question: What is multitasking? Describe multitasking and provide a job related example of how customer service specialists deal with or would deal with multitasking.
*
13.
Are you an active hunter or angler?
Yes No
*
14.
Agency-Wide Question: Have you attached your cover letter, resume and three (3) professional references?
Yes No
*
15.
Agency-Wide Question: Do you have a valid Washington State or other state driver’s license (If selected for an interview you may be asked to furnish your license and driving record)?
Yes No
*
16.
Agency-Wide Question: Have you ever been convicted of a misdemeanor or felony within the last ten (10) years (answering yes will not automatically eliminate you from consideration)?
Yes No
* Required Question