State of Washington
Dept. of Fish and Wildlife
invites applications for the position of:
CUSTOMER SERVICE SPECIALIST 3 *10670H
SALARY: $2,676.00 – $3,478.00 Monthly
OPENING DATE: 10/21/15
CLOSING DATE: 10/31/15 11:59 PM
DESCRIPTION:
The Washington Department of Fish and Wildlife (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. Find out more about us and the important work we are a part of at www.wdfw.wa.gov.
Customer Service Specialist 3
(Fulltime, Permanent)
The Department of Fish and Wildlife is recruiting to fill one full time, permanent, Customer Service Specialist 3
position located in the Habitat Program, Protection Division. The duty station for this position is the Natural
Resource Building, Olympia, Thurston County.
The Department of Fish and Wildlife’s mission is to preserve, protect and perpetuate fish, wildlife and
ecosystems while providing sustainable fish and wildlife recreational and commercial opportunities. The
department protects fish through the administration of the Hydraulic Project Approval (HPA) program. Within
the Regulatory Services Section of the Habitat Program’s Protection Division, this position reports to the
Regulatory Services Coordinator.
DUTIES:
Under general supervision, this position inputs Hydraulic Project Approval (HPA) applications into the
department’s HPA permitting database, checks applications for all required components and notifies
applicants when applications are incomplete. The incumbent records receipt of monies received in payment
of application fees and routes those payments and records to the department’s fiscal office. The incumbent
sends permits and letters to applicants through email and surface mail and keeps records of permit
processing steps accomplished. The incumbent responds to and maintains records of requests for help with
HPA permitting processes from the public and agency staff, and therefore is expert in the use of agency
database applications for permitting. The incumbent maintains electronic and paper copies of permit-related
documents and responds to public records requests by identifying, collecting, and distributing responsive
records.
Job Duties include:
Receive and enter HPA application materials, documents, and payments into the department’s HPA
database application and other record keeping sources. Applications may be received by surface mail,
email, FAX, in person, or through the department’s online database interface. Accurately and timely
record all pertinent information into databases, system logs and spreadsheets. Timely distribute
application materials, permits, letters, fees, and records to agency staff, applicants, and the public.
Assist the public and department staff in the successful use of the department’s permitting database
interface, and keep accurate and timely records of Help Desk requests for assistance.
Maintain records related to HPA applications and permits processed and promptly respond to public
records requests regarding those records.
Distribute State Environmental Policy Act (SEPA) documents to regional reviewers.
Attend staff meetings, training, field trips. Accomplish special assignments.
Job Bulletin
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1272316[10/21/2015 9:53:39 AM]
QUALIFICATIONS:
A high school diploma or GED
AND
Four years of experience providing assistance to customers regarding inquiries, complaints or problems.
Valid Washington State Driver’s License required.
Preferred/Desired Qualifications:
An Associate’s degree AND three years of experience providing assistance to customers regarding inquiries,
complaints or problems;
OR a Bachelor’s degree AND one year of experience providing assistance to customers regarding inquiries,
complaints or problem;
OR equivalent experience providing assistance to customers regarding inquiries, complaints or problems.
Excellent communication and interactional skills, including clear and effective written and verbal
communications. Ability to remain patient and work effectively with others in stressful or sensitive
situations.
Ability to maintain good working relationships particularly when working with a diverse team of
coworkers. Ability to interact with others in a positive manner.
Ability to apply effective team skills to accomplish the goals of the HPA Processing Section with other
team members
Ability to accept personal responsibility for the quality and timeliness of work.
Ability to prioritize work, and to stay focused on tasks in spite of distractions and interruptions.
Ability to adapt to changing work routines and responsibilities.
Ability to stay focused on tasks, work efficiently and handle interruptions appropriately. Transition
smoothly between tasks.
Key Competencies Expected
Verbal and Written Communications – Exceptional writing skills are a requirement. Writing (letters,
memos and email) should be organized, clear and concise, use principles of “plain talk”, and be
effective, yet tactful. Writing should be professionally written with the understanding that they are public
records and as such may be read by others than the intended recipient(s). Effectively conveys ideas
and information using spoken language and written language that are appropriate to both the complexity
of the topic and the knowledge and understanding of the audience/reader.
Managing Projects and Programs- Effectively organizes multiple assignments, sometimes of a complex
nature or involving competing priorities, to produce work products that are accurate, thorough, and on
time.
Managing Workloads- Effectively organizes multiple assignments, sometimes of a complex nature or
involving competing priorities, to produce work products that are accurate, thorough, and on time.
Job knowledge (to perform the essential activities of this position, the employee must know or understand the
following):
Demonstrated complex records management skills.
Ability to accurately and timely enter application materials into log sheets and database forms.
Proficient in the use of common computer functions;
Proficient in Outlook, Word, and Excel programs.
Proficient using standard office equipment including computers, digital scanners, photocopiers, printers,
FAX.
SUPPLEMENTAL INFORMATION:
Working Conditions:
Work is performed in a typical office setting 100% of the time. Standard business hours are Monday – Friday
from 8 a.m. to 5 p.m. The incumbent may be expected to adjust the work schedule to meet business needs
and be able to occasionally work in excess of 40 hours per week. Typical office environment involving sitting
or standing in a cubicle working at a computer keyboard for most of the day. May involve lifting and moving
paper records and boxes weighing up to 40 pounds short distances.
How to Apply:
To apply for this position you MUST complete your profile at www.careers.wa.gov and attach the following to
Job Bulletin
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1272316[10/21/2015 9:53:39 AM]
your profile before completing the online application:
· A cover letter describing how you meet the qualification of this position (generic cover letters will not be
accepted)
· A current resume (please make it succinct)
· Three professional references (personal references do not count as professional references)
Please note: Failure to follow the above application instructions will lead to 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.
The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working
environment that includes and respects cultural, racial, and ethnic, sexual orientation and gender identity
diversity. Women, racial and ethnic minorities, persons with disabilities, 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 (360) 902-2207.
CUSTOMER SERVICE SPECIALIST 3 *10670H Supplemental Questionnaire
* 1. What best describes your level of education:
A High School diploma or GED.
Associates degree.
Bachelor’s degree or higher.
None of the above
* 2. What is your major area of study? If multiple degrees, please list each degree and major.
* 3. Do you meet at least one of the following requirements in education and experience as
required for this position: an Associate’s degree AND three years of experience providing
assistance to customers regarding inquiries, complaints or problems; OR a Bachelor’s
degree AND one year of experience providing assistance to customers regarding inquiries,
complaints or problems; OR equivalent experience providing assistance to customers
regarding inquiries, complaints or problems?
Yes No
* 4. Do you have Four years of experience providing assistance to customers regarding
inquiries, complaints or problems.
Yes No
* 5. Which of the following best describes your experience in the use of web-based
applications, databases, and Microsoft Office software products?
Willing (Little or no experience or 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
Job Bulletin
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1272316[10/21/2015 9:53:39 AM]
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 to 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.)
* 6. Please specify which Microsoft programs you have experience with.
* 7. Which one 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, dealing with threatening situations, etc.)?
I have had less than 6 months of this experience.
I have had at least 6 months of this experience.
I have had at least 12 months of this experience.
I have had at least 24 months of this experience.
I have had at least 36 months of this experience.
* 8. Which of the following best describes your experience working in a position requiring you
to learn, remember, and apply many complex rules and/or procedures that were subject
to constant change?
I have had less than 6 months of this experience.
I have had at least 6 months of this experience.
I have had at least 12 months of this experience.
I have had at least 24 months of this experience.
I have had at least 36 months of this experience.
* 9. Which of the following best describes your experience evaluating, documenting,
explaining, interpreting and applying applicable laws, regulations, policies, and processes?
Willing (Little or no experience or 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 to 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.)
* 10. Which of the following best describes your experience independently coordinating with
others inside or outside an organization to share information, make decisions, and/or
implement solutions to problems or complaints?
Willing (Little or no experience or 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 to 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.)
Job Bulletin
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* 11. Please provide details of your experience with continuous process improvement and Lean
principles relating to business or manufacturing processes.
* 12. Have you ever been convicted of a misdemeanor or felony within the last ten (10) years?
(Answering yes will not automatically disqualify you from competing for the position.)
Yes No
* 13. 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
* 14. Please verify that you have included the following information in your online application:
1) A chronological resume OR a completed online profile that includes education and
employment history 2) A detailed cover letter describing how you meet the qualifications
for this position. 3) Detailed responses to all supplemental questions. 4) Three
professional references.
Yes No
* Required Question