Job Title: Customer Service Specialist 2 (On-Call)
Opening Date/Time: Thu. 09/07/17 12:00 AM Pacific Time
Closing Date/Time: Tue. 09/19/17 11:59 PM Pacific Time
Salary: $2,535.00 – $3,276.00 Monthly
Job Type: Full Time – Non-Permanent
Location: Thurston County – Olympia, Washington
Department: Dept. of Fish and Wildlife


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.
Non-Permanent on-call
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. Learn more about us at
This recruitment is to fill two (2) non-permanent on-call  positions located within the Technical and Financial Management Program, Licensing Division, stationed at the Natural Resources Building in Olympia, Thurston County, Washington. These positions are scheduled to be 12 months in duration.
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 objective of this position is to provide 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.   Adherence to, and meeting the expectations and annual performance goals set for this customer service position is vital to meeting the primary objective of this position.
Meets Performance Measures and Customer Service Goals.
By utilizing the Customer Service Training manual and following the processes provided to complete Recreational Unit’s tasks. Works toward meeting both personal & Unit’s goals. Is 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 Activities & Priorities for the work unit. Communicates both personal and unit targets strengths and challenges to Supervisor.
Manages and Obtains Quality Customer Profiles.
Uses the 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 data base. Tracks, completes, and adds a correspondence ticket as required. Staff will communicate customer profile targets, strengths and challenges to their Supervisor. Works with Supervisor to reach expected customer profile targets, developing methods to report and achieve expected call center performance measurement targets.
Completes and Processes Licensing Sales.
Addresses Customer inquiries related to recreational license sales and acquisition using processes, DFW fishing & hunting pamphlets, and DFW website. Staff will use Licensing applications to complete front counter, internet & telephones sales, printing & fulfillment of recreational documents, and other miscellaneous items. Reviews reports and items printed to ensure all items are printing correctly. Utilizes reports & processes, to ensure orders are fulfilled accurately and in a timely manner. Documents progress in activity forms, and spreadsheets daily.
Processes Customer Requests for Refunds and Adjustments Using Process Provided.
Completes appropriate forms associated with revenue adjustments, and requests refunds & 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 processed by Revenue and Statistic Unit. Documents and reports any inconsistencies, or errors to Business Technical, Revenue & Statistics Units, and supervisors.
Responds to Public and Agency Correspondence and Communications.
Provides information about recreational sales & 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 Supervisors 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 DFW website, DFW rules & regulations, fishing & hunting pamphlets, and associated processes. Responds to customer calls courteously & professionally. Guides customers to the appropriate programs as needed. Maintains a fundamental understanding of the Agency’s redundant call center responsibilities & 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 DFW fishing & hunting pamphlets, DFW website, rules and regulations, to address customer inquiries regarding special hunt, Raffles, Multi-season, and Incentive Drawing purchases.
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.
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.
Preferred/Desired Qualifications: 
  • High School diploma or GED equivalent.
  • Two (2) years of customer service experience.
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 and emails.
Demonstrate experience working with a diverse group of internal and external customers, effectively persuading them to voluntarily accept recommendations or advice for the purpose of bringing them into compliance with regulations, policies, WACs and RCWs.
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 produce timely and accurate work products that fully satisfy the demands of the assignment or task.
Ability to work in a team environment, including collaborative problem solving, maintaining open communication among staff, and allowing flexibility for creative input from others.
Familiarity with Microsoft Office programs, including a general understanding of Word, Excel, and Outlook.
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, including typing and talking on the phone at the same time.
Ability to learn new rules and regulations and obtain the knowledge for future use and to use that knowledge for multiple applications.
Ability to exhibit integrity and honesty and to maintain confidentiality.
Ability to be punctual with regular work performance and to use leave balances appropriately.
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 & 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 to utilize the WILD {Washington Interactive Licensing Database} 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 {Washington Interactive Licensing Database} Automated 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 and attach the following in order to your profile before completing the online application:
  • A cover letter describing how you meet the 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  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.