Washington State Customer Service Specialist 4 in Olympia, Washington



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 permanent, full-time Customer Servise Specialist 4 position in our Technology and Financial Management Program, Licensing Division located at the Washington State Natural Resources Building in Olympia, Thurston County, Washington.

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. Duties

The Licensing Division is the business agent for WDFW relating to the sales, distribution, systems, accounting, customer and retail dealer support and creation of sales channels to optimize agency revenue and compliance for the issuance of recreational and commercial licenses permits and other products and disability applications. Revenue projections for the 13-15 biennium exceed $100M through Internet/phone and 600 retail dealers and $1.1M from 6000 commercial licenses.

The Customer Service Specialist 4 supports the Licensing Division's mission by providing direction, team management, and leadership; as well as operating as a frontline representative for the Recreational and commercial units. The Recreational unit handles thousands of financial transactions each year and is responsible for associated activities, proper reporting of activities and tasks completed and managing controls of receipts, refunds, and daily sales transactions. The commercial unit handles applications for commercial licenses regulated by WDFW. The Customer Service Specialist 4 is responsible for managing the processing and statistics of all calls processed by recreational and commercial Licensing staff. This responsibility includes understanding call flow, and managing inbound and outbound WDFW customer phone call standards in order to achieve high performance through a partner focused work unit.

As a supervisor, the CSS4 is responsible for performance management, development, establishment, maintenance, implementation and completion of activities and priorities of the work unit. This position is in charge of meeting the unit's established goals. They maintain technical expertise in licensing rules, regulations, policies, procedures, legislation and automated licensing applications. This position manages licensing sales as well as customer profiles, refunds, adjustments, correspondence and system management.


Required Qualifications:

An Associate's degree or higher AND four (4) years of customer service experience OR equivalent combination of education and experience.

Preferred Qualifications:

Previous supervisory experience within an office setting or fast paced environment Knowledge of Washington State geography

DFW Fundamental Competencies: Highly successful employees in our organization possess and consistently demonstrate the following competencies:

  • Interpersonal skills
  • Oral communication
  • Integrity and Honesty
  • Continual Learning
  • Service Motivation
  • Emotional Intelligence DFW Leadership Competencies: Effective managers in our organization possess and consistently demonstrate the following competencies:

  • Leading Change: Creativity and Innovation; External Awareness; Flexibility; Resilience; Strategic Thinking; and Vision.

  • Leading People: Performance Management; Conflict Management; Leveraging Diversity; and Team Building.
  • Results Driven: Accountability; Customer Service; Decisiveness; Problem Solving; and Technical Credibility.
  • Business Acumen: Financial Management; Human Capital Management; and Technology Management.
  • Building Coalitions/Communication: Influencing/Negotiating, Partnership; and Political Savvy. Supplemental Information

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 8:00 am-5:00 pm, Monday-Friday; however, a varied schedule may be required including working Saturday or Sunday and overtime

Union Notice 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, you MUST complete your profile at www.careers.wa.gov including a chronological employment history and attach only the following to your profile before applying for this position:

  • A letter of interest describing how you meet the qualifications of this position
  • A current resume, chronological preferred
  • Three professional references 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.

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.

Job Type: Full Time - Permanent

Job Number: 2016-10512

Department: Dept. of Fish and Wildlife

Closing: 10/23/2016 11:59 PM Pacific

Agency: State of Washington

Address: View Job Posting for Agency Information View Job Posting for Location, Washington, 98504.

Website: http://www.careers.wa.gov

Salary: $2,994.00 - $4,005.00 Monthly

Location: Thurston County – Olympia, WA