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 DEPARTMENT
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 3
Permanent, Full Time

This recruitment is to fill one (1) full time permanent Customer Service Specialist 3 position in our Director’s Office, Region 1 Operations, located at 2315 N Discovery PL, Spokane Valley, WA  99216.
This position is the lead senior level customer service specialist for Washington Department of Fish and Wildlife’s (WDFW) Region 1 office located in Spokane, WA.  The Department of Fish and Wildlife is a major agency of state government. Region 1 is one of six administrative regions designated by the Agency.  Each region represents the major geographic sub-division for the Agency.  Region 1 contains the highest number of counties of any region (10 of 39 counties), is the largest region (e.g., geographic area is 16,058 square miles), and contains the second largest city in Washington (Spokane). The region has staff assigned to work areas in each of the Programs of the Department.

Key job responsibilities include:

• Assists customers, both verbally and in writing, in identifying WDFW processes and procedures, independently resolving customer service problems related to agency programs and interpreting agency related laws, policies and procedures.
• Acts as liaison between the customer and department by demonstrating a complete awareness of WDFW policies, procedures and commercial/recreational harvest rules and regulations for knowledgeable interaction with the public and diverse groups.
• Provides information regarding opportunities, available services, and department regulations. Interpret and apply knowledge of laws, policies, procedures, regulations and processes in the resolution of inquiries, complaints and problems.
• Network with Olympia/local Enforcement personnel to ensure a working knowledge of rules and regulations in nuisance animals.
• Utilizes cash register, receives cash and credit sales; maintains the security of the cash and negotiable documents; handles banking transactions; verifies accuracy of petty cash and licensing bookkeeping records.
• Lead for Customer Service Specialists.
• Serve as back-up in the absence of the supervisor.
• As requested by Olympia Licensing, train new dealers and provide one-on-one assistance as needed.
• Schedules advanced hunter education, trapper testing, falconry, rehabber, goose identification, special requests for hunter ed. and other testing as needed; schedules conference rooms.
• Receives and responds to high volume of daily calls pertaining to fishing and hunting inquiries for all counties in the region.
• Office duties such as entering, updating and retrieving data; receive and process incoming/outgoing mail; maintain general office supply inventory; assist with Outlook calendars for conference rooms and checking out video equipment; coordinate and chair the Regional Office Combined Fund Drive committee.

• An Associate’s degree AND five (5) years of experience providing assistance to customers regarding inquiries, complaints or problems;
• Ability to type 35 wpm with accuracy.

Competencies:

• Excellent organization and attention to detail; ability to maintain files, logs, and reports.
• Good verbal communications and the ability to write well.
• 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.

Preferred/Desired Qualifications:

• Bachelor’s Degree and five (5) years of experience providing assistance to customers regarding inquiries, complaints or problems.

How to Apply:
To apply, you MUST complete your profile at www.careers.wa.gov including a chronological employment history and attach the following to your profile before applying for this position:

• A letter of interest describing how you meet the qualifications of this position
• A current resume, chronological preferred
• Three professional references

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.

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.