Customer Service Specialist

You are viewing a preview of this job. Log in or register to view more details about this job.

Classification-Customer Service Specialist 2 (CSS2)
Job Status-Full-Time / Permanent
WDFW Program- Director’s Office – Region 4
Duty Station- Mill Creek, Washington – Snohomish County

Learn more about being a member of Team WDFW !

Join our Region 4 office in Mill Creek as a Customer Service Specialist 2, where you’ll provide critical support to the public and help connect our diverse communities to the services and programs offered by WDFW.

As a front-line representative, you’ll play a key role in assisting customers with inquiries related to agency programs, rules, laws, and procedures.

In this role, you’ll serve as a liaison between community members and WDFW staff, ensuring accurate information is communicated and services such as license sales are processed efficiently.


What to Expect-
Among the varied range of responsibilities held within this role, theCustomer Service Specialist 2will,

• Provide interpretation and guidance on agency policies, procedures, rules and regulations to hunters, fishers, recreational users, and regional staff, using appropriate examples and supporting information.
• Deliver accurate information about license options; resolve issues related to licenses purchased through external vendors; exchange tags, replace lost documents, and sell fishing and hunting licenses, as well as Discover passes, using the Washington Interactive License Database (WILD) system.
• Process cash and credit purchases, balance tills, deposit license funds, and resolve discrepancies.
• Order and maintain inventory of regulation pamphlets.
• Process applications and issue licenses, companion cards or designated harvester cards.
• Interpret the Disabled Hunter/Fisher program rules.
• Independently resolve customer issues by identifying concerns, determining necessary procedural steps, collaborating with program staff, and communicating outcomes to the customer.
• Respond to public inquiries submitted via email.
• Maintain and distribute educational materials on topics such as nuisance wildlife, backyard sanctuaries, nest boxes, wild animal feeding, animal identification, gold panning, fish stocking, fish identification, and more.
• Advise the 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 conflict specialists.

Perform Office Duties:

• Respond to requests for statistical information such as fish plants and harvest data.
• Copy documents, prepare forms and mailings, review documents, and assist in the operation of office equipment.
• Issue permits (e.g., fish plant, field trial) and maintain files and databases.
• Use computerized software.
• Utilize regional databases to update information.

WORKING CONDITIONS:

Work Setting, including hazards: Duties are performed in an office setting. This position is responsible for both opening and closing the office.

Schedule: Typically, Monday through Friday, 8:00 A.M.

- 5:00 P.M. (40 hours per week). However, a varied schedule may be required, including working Saturday or Sunday and overtime.

Travel Requirements: Occasional travel for meetings, training, and visits to District Offices and/or other field locations.

Tools and Equipment: Computer, Microsoft Teams phone lines, and office equipment.

Customer Interactions: Regularly interact with the public —including in high-stress or challenging situations—while maintaining professionalism and working independently with minimal supervision.

QUALIFICATIONS:

Required Qualifications:

High School diploma or GED equivalent.

AND

Six (6) months of customer service experience, which includes providing assistance to clients/customers regarding inquiries, complaints, or problems.

Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:

Associate’s, Bachelor’s, or Master’s degree, or vocational certification.

Experience with:

• Using the Washington Interactive Licensing Division (WILD) System.
• Responding to inquiries related to WDFW Hunting and Fishing…