State of Washington
Dept. of Fish and Wildlife
invites applications for the position of:
CUSTOMER SERVICE SPECIALIST 2
*05544W
SALARY: $2,370.00 – $3,063.00 Monthly
OPENING DATE: 06/12/15
CLOSING DATE: 06/21/15 11:59 PM

DESCRIPTION:

Do you have a passion for the outdoors and Washington’s wildlife and natural
resources?

Here’s your opportunity to join a dynamic team committed to providing exceptional service to
the citizens of Washington and the Wildlife Program staff that help protect some of its most
precious resources. We are searching for a customer service specialist with
excellent service skills, flexibility, and who welcomes new challenges, in addition to
someone that will not be bored in this dynamic position.

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.

The Wildlife Program’s Administrative Operations Division is recruiting a positive, energetic individual withexcellent customer service skills to fill one full time Customer Service Specialist 2 position. The duty station is
the Natural Resources Building (NRB) located in 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 will be responsible for
addressing customer inquiries, researching and resolving customer complaints, assisting with issuing special
permits, compiling data for program reports, and other clerical duties as required. Additionally, this position
assists in the identification of processes, procedures, or system functions in need or alteration to improve
customer service delivery
DUTIES:
Job Bulletin
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1168791[6/12/2015 7:36:41 AM]
Be the first point of contact. Respond to questions about agency programs; explain how to access
agency services over telephone and in person.
Answer telephones and author original e-mail 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, 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:
Who should apply?
Customer service professionals with at least four years’ experience providing assistance to customers regarding
inquiries, complaints or problems, or an Associate’s degree and two years of customer service experience or a
Bachelor’s degree. We seek your proven ability to perform in an unpredictable and fast paced environment,
provide support and assistance to customers in person, over the phone and via email.
Here’s what we’re looking for:
Ability to work in a team environment.
Adapt to change and willingly accept new assignments or projects.
Provide exceptional internal and external customer service; proven ability to listen attentively, recognize
and identify issues, provide options and fulfill services.
Ability to keep supervisor up to date with information received from internal and external customers.
Ability to utilize the Internet as a resource.
Ability to 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.
Acute attention to detail when reviewing materials for completion, accuracy, errors and omissions.
Prioritize and perform multiple tasks simultaneously.
Manage interruptions appropriately and return to incomplete tasks.
Perform clerical projects for internal customers, such as proofing, formatting, scanning, copying, records
review.
Well qualified applicants will demonstrate competencies in the following areas:
Proficiency in web-based applications, databases, and Microsoft Office software.
Proper grammar, spelling, and punctuation skills.
Superior oral and written communication skills.
Ability to multi-task and remain productive despite frequent interruptions.
Understand, interpret, and relate verbal and written direction, policies, regulations, statutes, and question
appropriately.
Read, interpret, and relay regulations and instructions.
Knowledge of hunting regulations, agency policies, procedures, and processes.
SUPPLEMENTAL INFORMATION:
Work Environment
· Monday through Friday, from 8:00 a.m. – 5:00 p.m., with occasional night or weekend hours.
· Sit or stand for prolonged periods of time.
· Travel occasionally 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.
Job Bulletin
http://agency.governmentjobs.com/washington/job_bulletin.cfm?JobID=1168791[6/12/2015 7:36:41 AM]
How to Apply:
To apply for this position you will need to complete your profile at www.careers.wa.gov and attach the following
to your profile before completing the online application:
Cover letter describing how you meet the qualifications of this position (generic cover letters will not be
accepted).
Current resume.
Three examples of business communications that you have authored. (They may be fictitious companies,
the point is to evaluate writing style.)
List of three professional references.
Please note that failure to follow application instructions will lead to disqualification. If you have
questions about the process, or need assistance, please contact the recruiter listed below before the
posting closes.
Upon submission of your online application, you will immediately receive a confirmation 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, 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.