Job Title: CUSTOMER SERVICE SPECIALIST 2 *07056W
Opening Date/Time: Tue. 08/01/17 12:00 AM Pacific Time
Closing Date/Time: Thu. 08/10/17 11:59 PM Pacific Time
Salary: $2,535.00 – $3,276.00 Monthly
Job Type: Full Time – Permanent
Location: Thurston County – Olympia, Washington
Department: Dept. of Fish and Wildlife
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DescriptionBenefitsSupplemental Questions
The Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission.

The Washington Department of Fish and Wildlife (WDFW) is dedicated to preserving, protecting and perpetuating fish, wildlife and ecosystems, while providing sustainable recreational and commercial opportunities dependent on viable fish and wildlife populations. Each day, WDFW employees facilitate fishing, hunting and wildlife viewing opportunities for millions of residents and visitors. WDFW’s employees–field and laboratory biologists, geneticists, research scientists, hatchery professionals, policy experts, fully commissioned law enforcement officers, land stewards, lab technicians, property acquisition specialists, customer service representatives and others work throughout the state. WDFW employees protect and restore critical habitat, strive to facilitate species recovery when necessary, and manage hundreds of fish and wildlife species. WDFW employees maintain nearly a million acres of public wildlife lands. They interpret, apply and enforce state and federal laws and collaborate with stakeholders to 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 2
(Fulltime, Permanent)
The Department of Fish and Wildlife is recruiting a positive, energetic individual with excellent customer service skills to fill one full time, permanent, Customer Service Specialist 2 position located in the Wildlife Program Administration Division. The duty station for this position is the Natural Resource Building, Olympia, Thurston County.

This position reports through the Administrative Operations Division and provides customer service and clerical support to the Wildlife Program’s internal and external customers. The incumbent acts as a liaison between the public and the department by demonstrating complete knowledge and awareness of WDFW policies, procedures, and hunting rules and regulations. Additionally, this position assists in the identification of processes or system functions in need of alteration to improve customer service delivery.
 Duties:
  • Be the first point of contact. Respond to questions about agency programs and explain, over telephone and in person, how to access agency services.
  • Answer telephones and author original email correspondence addressing customer inquiries related to various aspects of the Wildlife Program.
  • Research regulation references, customer records, and hunting reservations in the assessment of customer needs and options.
  • Communicate in a professional manner with customers regarding hunting practices and regulations, wildlife conservation, nuisance wildlife, and injured or orphaned wildlife.
  • Perform data entry and use multiple computer applications. Update databases and verify information.
  • Explain policies, procedures, and processes. Assist hunters with the navigation, interpretation, and application of information contained in complementary data resources, e.g. GoHunt mapping, Hunting Prospects, etc.
  • Assist with processing various types of permits.
  • Resolve customer service complaints. Apply listening, interpersonal skills, and interviewing techniques to defuse hostile clients.
  • Work independently and with minimal supervision.
 Qualifications:
  • An Associate’s degree and two years of experience providing assistance to customers regarding inquiries, complaints, or problems; OR
  • Equivalent experience in a customer service environment.

Preferred/Desired Qualifications
Knowledge of hunting regulations.

Job Knowledge
Well-qualified applicants will demonstrate competencies in the following areas:

Skills

  •  Excellent organization and attention to detail.
  • Strong verbal and written communication skills.
  • Knowledge of proper grammar, spelling, and punctuation.
  • Ability to perform positively in an unpredictable and fast-paced environment.
  • Demonstrated experience working with a diverse group of customers (internal and external) and providing support in person, over the phone, and via email.

Abilities

  •  Work collaboratively in a team environment.
  • Adapt to change and willingly accept new assignments or projects.
  • Update supervisor with information received from internal and external customers.
  • Work with challenging customers while remaining calm, listening, empathizing, and providing appropriate assistance and information.
  • Clearly express complex information using language appropriate for the customer.
  • Use web-based applications, databases, and Microsoft Office software.
  • Multi-task and remain productive despite frequent interruptions.
  • Understand, interpret, and relate verbal and written direction, policies, regulations, statutes, and questions appropriately.
  • Recognize and identify issues, provide, options, and fulfill services.
 Supplemental Information:
Working Conditions

  •  Work is performed in a typical busy office setting.
  • Standard business hours are Monday-Friday from 8:00 a.m. to 5:00 p.m.
  • Involves sitting or standing for long periods of time.
  • May involve listing and moving paper records and boxes weighing up to 40 pounds.
  • Entails occasional travel to attend meetings, training sessions, or trade shows.
  • May be exposed to graphic photographs depicting harvested wildlife, wildlife depredation, necropsies, or biologist/veterinarian field activities.

How to Apply

To apply for this position you MUST complete your profile at www.careers.wa.gov and attach the following to your profile before completing the online application:

  • A cover letter describing how you meet the qualifications of this position (generic cover letter will not be accepted)
  • A current resume (please make it succinct)
  • Three professional references (personal references do not count as professional)

Please note:  Failure to follow the above application instructions will lead to disqualification. Please do not include any attachments other than the ones requested above. E-mailed documents will not be accepted after the closing of the recruitment or 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.