CUSTOMER SERVICE SPECIALIST 2
THE DEPARTMENT
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 www.wdfw.wa.gov.
This recruitment is to fill one (1) part-time (20 hrs per week) permanent Customer Service Specialist 2 position in the Mill Creek Regional Office located in Mill Creek, Snohomish County, WA.
Region 4 covers the northern Puget Sound portion of the state from King County to the Canadian border. The terrain ranges from the alpine forests of the Cascade Mountains in the east to the beautiful San Juan islands and Puget Sound to the west. Puget Sound is home to many species of marine mammals, including Orca (killer whales), marine birds, and fish of all kinds, including several species of salmon, bottomfish, and shellfish. The Cascades are home to wolves, black bears, cougars, deer and elk. The Skagit River Valley provides habitat for wintering bald eagles and is one of the prime viewing sites in the country during January and February. The valley also is home to swans and numerous species of waterfowl. Three Wildlife Areas owned and operated by the department provide wildlife viewing and hunting opportunities.
JOB SUMMARY:
1. 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.
2. Serves as a communications liaison between Licensing staff in Olympia and Regional Licensing dealers. Facilitates access to resources and resolves issues for the recreating public.
3. 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.
4. Provides information regarding opportunities, available services, and department regulations. Interprets and applies knowledge of laws, policies, procedures, regulations and processes in the resolution of inquiries, complaints and problems.
DUTIES:
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:
 Use regulation pamphlets, staff, website, intranet and email to maintain a current knowledge of all regulations, news releases and rule changes.
 Maintain a current knowledge of geographical areas and game management units.
 Understand and interpret game management unit maps, public lands maps and wildlife area maps for customers.
 Interpret the Disabled Hunter/Fisher programs rules.
 Process applications and issue licenses, companion cards or designated harvester cards for first-time applicants.
 Maintain and distribute brochures and flyers regarding nuisance wildlife, backyard sanctuary, nest boxes, wild animal feeding, animal identification, gold panning, fish stocking, fish identification, etc.
 Order and maintain inventory of regulation pamphlets.
 Answer email from the public via Web link- TeamMillCreek@dfw.wa.gov.
 Provide answers for questions regarding the identification of wildlife, shellfish, fish, and/or birds.
 Redirect telephone calls and/or provide numbers for other appropriate agencies.
Independently resolve customer problems by identifying the issues, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and
communicating the results to the customer:
 Advise public on methods to prevent or decrease damage to private gardens and non-commercial plots.
 Refer damage claims on commercial crops or livestock to Fish and Wildlife Officers.
 Exchange species tag documents and correct dealer errors.
 Replace lost documents.
Provide support to Regional staff in the accomplishment of their assigned tasks:
 Respond to requests for statistical information such as fish plants and harvest data.
 Copy documents, prepare forms and mailings, review documents, assist in the operation of office equipment.
 Maintain supply inventory and order supplies; distribute supplies when orders are filled.
 Issue permits, i.e. fish plant and field trial permits and maintain databases.
 Describe activities that require hydraulic permits.
 Assist Enforcement in identifying license purchase and records for “people of interest.”
 Utilize computerized software to monitor flight follow.
 Prepares forms.
 Utilize regional databases to update information.
Liaison between Licensing staff in Olympia and Regional Licensing dealers; facilitate access to resources as well as resolve issues for the recreating public:
 Train new dealers in the operation of the point of sale license system.
 Answer license dealer’s questions.
 Provide information about license fees and packages, and options that are available for resident and nonresident purchases.
 Utilize agency software, i.e., lnfocop, to relay messages to Enforcement.
 Make referrals to other agencies when necessary.
Proctor testing for various programs, including Hunter Education, Wildlife Rehabilitation, Goose Identification, Trapper and Falconry:
 Select appropriate test materials for Goose Identification, Wildlife Rehabilitation, Hunter’s Education, Falconry and Trapping.
 Explain the procedure for the test and answer sheet.
 Note beginning time and retrieve materials at the end of the test. Forward test sheet to the proper department for scoring or score the test and forward the results.
 Take necessary steps to maintain security of test materials.
 Where appropriate, issue duplicate hunter education cards or trapper certificate cards after scoring exams.
Provide technical and troubleshooting support:
 Assist Regional staff in troubleshooting problems with office equipment, computers, security system, and telephone system.
 Assist staff with use of agency software programs.
WORKING CONDITIONS:
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 between 8:00 am-5:00 pm, Monday-Friday at 20 hours per week; however, a varied schedule may be required including working Saturday or Sunday and overtime.
QUALIFICATIONS:
Required Qualifications:
 High School diploma or GED equivalent.
 Ability to type 35 wpm with accuracy.
Desired Qualifications:
 An Associate’s degree AND two 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.
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.
SUPPLEMENTAL INFORMATION:
To apply for this position you MUST complete your profile at www.careers.wa.gov 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 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
Customer Service Specialist 2 Supplemental Questionnaire
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1.
Do you have an Associate’s degree AND two 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.
Yes No
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2.
If yes, please explain the space below how you meet these requirements. If you do not have this education or experience please put N/A.
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3.
In the space below, please address the following: Describe your customer service philosophy. Provide an example of a time when you provided excellent customer service.
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4.
Which best describes your experience working in an environment where you had to remain organized and accurate while completing multiple tasks and dealing with frequent interruptions (for example, customer service work, retail management, office management, or similar multi-tasking environments)?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
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5.
Which of the following best describes your experience and/or ability to complete tasks independently while working successfully within a larger team oriented environment?
I have less than 6 months of this experience. I have 6 to 12 months of this experience. I have 12 to 18 months of this experience. I have 18 to 24 months of this experience. I have over 24 months of this experience.
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6.
Describe your skill and experience in using the following office equipment: computer, fax machine, photocopy machine, multi-line telephone and scanning devices.
Willing (Little or no experience in training regarding this competency, but interested and willing to learn.) Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program OR through at least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally this is achieved through 1-3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience.)
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7.
From the list below, select all of the Microsoft applications and databases you have experience using:
Word Excel Outlook Access Power Point Publisher Adobe Acrobat SharePoint Internet Explorer Washington Interactive Licensing Database (WILD) Total Time
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8.
Agency-Wide Question: Have you attached or included in your application your cover letter, resume and three (3) professional references?
Yes No
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9.
Agency-Wide Question: Have you ever been convicted of a misdemeanor or felony within the last ten (10) years (answering yes will not automatically eliminate you from consideration)?
Yes No
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10.
Agency-Wide Question: Do you have a valid Washington State or other state driver’s license (If selected for an interview you may be asked to furnish your license and driving record)?
Yes No
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