The Washington Department of Fish and Wildlife (WDFW) protects, conserves, and restores the State’s native fish and wildlife populations and their habitats. These properly managed resources provide sustainable fishing, hunting, wildlife viewing and other outdoor experiences for millions of residents and visitors. WDFW’s employees are diverse, interdisciplinary, and enjoy the challenges and satisfaction of working in perhaps the Nation’s most beautiful state. Biologists, scientists, enforcement officers, spatial analysts, land stewards, administrators, lab and computer 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 create and enforce the laws that protect fish and wildlife resources. Find out more about us and the important work we are a part of at www.wdfw.wa.gov.

The Department of Fish and Wildlife is recruiting to fill one full time, permanent, Customer Service Specialist 2 position in our Director’s Office, Region 1 Operations, located at our Spokane office at 2315 N Discovery Place.
 
This position 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 regulations for knowledgeable interaction resolving customer service inquiries, problems and complaints from the public and diverse groups.
 
Provide verbal and written assistance in response to general queries, correctly interpret needs and direct to appropriate staff and/or resources; independently problem solve routine questions and issues from constituents and other entities.

Provide accurate information and customer service regarding recreational/commercial opportunities, available programs and services, department regulations and the selling/maintenance of appropriate licensing and records. 

Serves as back-up in the absence of Administrative Assistant and Lead.

• Provide interpretation and advice on agency policies, procedures, rules and regulations for hunters, fishers, the recreating public, and Regional staff, using appropriate examples and supporting information.
• Provide accurate information about various license options, resolve issues with other license vendors, sell fishing/hunting licenses, balance cash register and resolve discrepancies.
• Act as liaison between licensing staff in Olympia and Regional License dealers.
• Maintain a current knowledge of geographical areas and game management units.
• Schedule advanced hunter education, trapper testing, falconry, rehabber, goose identification and special requests for hunter ed as needed.
• Independently resolve customer problems by identifying issues, determining steps necessary for resolution and communicate results.
• Provide support to Regional Office staff
• Assist Regional staff in troubleshooting problems with office equipment, computers, security system, and telephone system.
• Assist staff with use of agency software programs.
• Update license spreadsheet, handle reimbursements, maintain petty cash, and send reports to Olympia.
• Maintain supply inventory, order and distribute when necessary.
• Update regional directory. Manage Region One email distribution list.

Preferred/Desired Qualifications:
Associate’s degree AND two (2) years of experience providing assistance to customers regarding inquiries, complaints or problems; OR a Bachelor’s degree; or equivalent experience providing assistance to customers regarding inquiries, complaints or problems.Ability to work in an office setting with constant interruption between phone and counter.
Ability to handle money, count change, run credit card transactions and use a cash register.
Ability to research, explain, retain information, and relay that information to internal and external customers. 
Ability to handle and monitor a telephone system.

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 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.
• Ability to work within programs and across programs, such as fish, wildlife, habitat and enforcement and interpret their laws and procedures.

Working Conditions:

• Duties are performed in an office setting. This position requires extensive computer use and sitting.
• Duties are typically performed in an office setting between 8:00 am to 5:00 pm Monday through Friday 40 hours per week; however, a varied schedule may be required including working Saturday or Sunday and overtime.
• Computer hardware and software; multi-line telephones.
• Customer service is integral to department success.
• You may be called on to respond to a variety of customer requests while working alone and managing multiple projects.  You must be able to access and read reference materials when answering external customer questions and completing internal customer administrative requests.

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 qualification of this position and why you want this specific position at WDFW. (generic cover letters will not be accepted)
• A current resume (please make it succinct)
• Three professional references (personal references do not count as professional references)

Please 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.
 
The Department of Fish and Wildlife is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, and ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons with disabilities, 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 (360) 902-2207.