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.

We are recruiting to fill one (1) full-time permanent Customer Service Specialist 4 (CSS4) in the Technology and Financial Management Program (TFM), Licensing Division, located at the Natural Resources Building, Olympia, Thurston County, Washington.

This position supports the Licensing Division’s mission by providing direction, teaming, and leadership, as well as operating as a frontline representative for the Customer Service Staff. The Customer Service Staff handles thousands of financial transactions each year. The CSS4 is responsible for associated activities to financial transactions, proper reporting of activities, and completion of tasks while following policies, procedures, processes, and RCWs and WACs. The CSS4 is also responsible for overseeing the planning of workloads and assignments in a proactive, not reactive, environment. To do this, the incumbent will analyze data and reports to make sound business decisions and plan accordingly to complete workloads and projects all while providing outstanding customer service both internally and externally.

• Works closely with other CSS4 and CSS3 staff to ensure completion of daily workload of the unit.
• Maintains a high level of expertise in licensing rules, regulations, policies, procedures and legislation. Also must maintain expertise and knowledge in all technical platforms used by the unit. These expertise will be used in the resolution of licensing inquiries, complains, problems, revenue adjustments, etc.
• Communicate and hold staff accountable to unit and division expectations. Document, communicate issues or concerns with staff while following union and agency guideline and policies to resolve personnel issues relating to staff conflicts, absenteeism, performance issues, etc.
• Conducts monthly one-on-ones with staff to mentor them on issues, expectations and communicate upcoming unit goals and changes. Also conducts timely and meaningful employee performance evaluations on a yearly basis following agency guidelines.
• Participates as a lead in making recommendations regarding methods for improving practices and addressing customer service challenges.
• Maintains unit manuals and processes.

Performance Management & Unit Goals

• Works with Management Analyst and Customer Service Manager to develop, track, analyze and report expected unit performance measurement standards and workflow deadlines.
• Responsible for meeting performance measurements and workflow deadlines.
• Responsible for communicating performance measurements and workflow deadlines to the Customer Service Manager on a monthly basis.

Management and Supervision of After-Hour Call Center

• Responsible for providing initial and on-going training with the Call Center.
• Review and analyze the Call Centers work by reviewing reports, phone calls and tickets. Report positive and negative findings with Customer Service Manager.
• Communicate to the Call Center any information needed to ensure they can assist customers at all times.
• Work with the Customer Service Manager to ensure the contract is being followed and provide any information needed.

Training and Onboarding Staff

• Works closely with other Customer Service Specialist 4 in the development of New Hire training packet and training schedule.
• Trains new staff based off of training packet and schedule.
• Works closely with other Customer Service Specialist 4 in training of permanent staff. This training includes new or changed processes as well as training to assist in performance measurements not being met.

• Two (2) years experience as a supervisor of at least 3 employees within the past five (5) years, overseeing their direct work and managing a daily workload
• Ability to type 35 WPM with accuracy

Job Knowledge

• Excellent organization and attention to detail; ability to maintain files, logs, and reports.
• Ability to implement business process solutions and track and document project deliverables.
• Excellent verbal communications and the ability to write specific and concise documents and emails to customers, staff and all levels of management.
• Ability to work with a diverse group of staff, as well as 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 and through email is highly desirable.
• 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.
• 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, Excel and Outlook. Also 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

• Ability to utilize WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer and Commercial Units.
• Ability to utilize and implement 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 tasks.

Union
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.

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.