Customer Service Specialist - Non

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Classification- Customer Service Specialist 2
Job Status- Full-Time / Non-Permanent
Number of Vacancies- Three (3)
Appointment Length-12 months– February 17, 2025 – February 16, 2026
WDFW Program- Financial Services Program – Licensing Division
Duty Station- Olympia, Washington – Thurston County

Learn more about being a member of Team WDFW !

Join our Licensing Division as a Customer Service Specialist 2 to provide critical support to our diverse stakeholders.

As a front-line representative of the Agency, you’ll play a key role in assisting customers with recreational and commercial license sales, answering inquiries, and processing essential documents.

Your work will directly support fishing, hunting, and wildlife viewing opportunities across Washington State.

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

Manage Quality Customer Profiles:

• Utilize the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
• Complete data updates to customer profiles routinely using information obtained from customers and the WILD database.
• Track, complete, and add correspondence in customer's profile as required.
• Communicate customer profile targets, strengths, and challenges to their supervisor. Work with supervisor to reach expected customer profile targets.

Respond to Public and Agency Correspondence and Communications:

• Provide information about recreational sales and miscellaneous items orders, rules, regulations, refunds, or other general questions regarding use of recreational documents and licensing related activities.
• Process the Licensing Division's daily mail and respond to emails accurately and promptly.
• Report, recommend, and assist supervisors with summarizing public feedback for system, application, and communication improvements.

Complete and Processes Licensing Sales:

• Address customer inquiries related to recreational license sales and acquisition using processes, WDFW fishing and hunting pamphlets, and the WDFW website.
• Use Licensing applications to complete front counter, online and phone sales, as well as print and fulfill recreational documents and miscellaneous items.
• Review reports to ensure all items are printed correctly.
• Utilize reports and processes to ensure orders are fulfilled accurately and in a timely manner. Document progress in activity forms and spreadsheets daily.

Assist with Call Center Support and Development:

• Respond to general customer inquiries using the WDFW website, WDFW rules and regulations, fishing and hunting pamphlets, and associated processes.
• Handle customer calls courteously and professionally. Guide customers to the appropriate programs when necessary.
• Maintain a fundamental understanding of the Agency’s call center responsibilities and expectations as documented in performance measure document.

WORKING CONDITIONS:

Work Setting, including hazards:
Office setting.

Schedule:
Typically, Monday through Friday, 8:00 am to 5:00 pm. However, a varied schedule may be required, including working Saturday or Sunday, and over forty hours per week.

Travel Requirements:
May be required to attend trade shows, fair events, or a WDFW authorized dealer.

Tools and Equipment:
Computer hardware and software, multi-line telephone, sales register.

Customer Interactions:

• Respond to a variety of customer requests while working alone and managing multiple projects.
• Employee must be able to access and read reference materials when answering external customer questions and completing internal customer administrative requests.

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:

A…