Customer Service Specialist 2 - Director's Office - Region 3 - Permanent - *13402-21

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Customer Service Specialist 2 - Director's Office - Region 3 - Permanent - *13402-21

Salary

$2,929.00 - $3,792.00 Monthly

Location

Yakima County – Yakima, WA

Job Type

Full Time - Permanent

Job Number

2021-13402

Department

Dept. of Fish and Wildlife

Opening Date

11/10/2021

Closing Date

12/8/2021 11:59 PM Pacific

Description

FULL-TIME/PERMANENT
CUSTOMER SERVICE SPECIALIST 2 (CSS2)

WDFW Director's Office - Region 3
Yakima, Washington

Do you enjoy helping customers and providing them advice and technical assistance? Are you effective at resolving complaints, inquiries and client service problems while maintaining appropriate diplomacy? If so, then apply to become a Customer Service Specialist!

As  the Customer Service Specialist on our team, you’ll assist members of the public  and identify their immediate needs. You’ll independently resolve service issues related to agency programs and help interpret agency related laws, policies and procedures. With your expertise, you’ll also assist in public outreach and serve as a communications liaison between Licensing dealers and facilitate access to resources for the recreating public.

Region 3 hosts a diversity of broad life zones and habitats from mountain peaks to shrubsteppe . This region offers more than 400,000 acres of department owned land, all of which is open for public recreation. The department has also secured hunter access to an additional 180,000 acres of private land and is located in close proximity to state and federal forests.

High Buck Hunt Sunrise

*High Buck Hunt Sunrise – Photo Credit: Colin Crook

With that in mind, 

Picture yourself acting as a liaison between the customer and department by demonstrating a complete awareness of WDFW policies, procedures and commercial/recreational harvest rules and regulations.

This is an opportunity for you to provide customers information regarding opportunities, available services, and department regulations. 

This is a dynamic role you will interpret and apply knowledge of laws, policies, procedures, regulations, and processes in the resolution of inquiries, complaints, and problems.

The optimal candidates take pride in delivering excellent and timely customer service, enjoy building rapport and maintaining relationships with peers and customers.

We are seeking candidates who respect and value the opinions of others, creating an inclusive and diverse team environment where every member feels they contribute value to the project and WDFW.


Duties

Big Game Hunt

*Big Game Hunt – Photo Credit: Blake Burleigh

Our Customer Service Specialist, 

  • Uses regulation pamphlets, staff, website, intranet, and email to maintain a current knowledge of all regulations, news releases and rule changes.
  • Maintains a current knowledge of geographical areas and game management units.
  • Understands and interprets game management unit maps, public lands maps and wildlife area maps for customers.
  • Interprets the Disabled Hunter/Fisher programs rules.
  • Processes applications and issues licenses, companion cards or designated harvester cards for first- time applicants.
  • Maintains and distributes brochures and flyers regarding nuisance wildlife, backyard sanctuary, nest boxes, wild animal feeding, animal identification, gold panning, fish stocking, fish identification, etc.
  • Orders and maintains inventory of regulation pamphlets.
  • Answers email from the public via Web link.
  • Provides answers for questions regarding the identification of wildlife, shellfish, fish, and/or birds. 
  • Redirects telephone calls and provides numbers for other appropriate agencies.
  • Refers damage claims on commercial crops or livestock to Wildlife Specialists.
  • Responds to requests for statistical information such as fish plants and harvest data.
  • Maintains supply inventory and orders supplies; distributes supplies when orders are filled.
  • Issues permits, i.e., fish, plant and field trial permit and maintains databases.
  • Assists Enforcement in identifying license purchases and records.
  • Assist dealers in learning the operation of the point-of-sale license system.
  • Selects appropriate test materials for Goose Identification, Wildlife Rehabilitation, Hunter's Education, Falconry and Trapping.
  • Assists Regional staff in troubleshooting problems with office equipment, computers, security system, and telephone system.
  • Assists staff with use of agency software programs.

 

WORKING CONDITIONS:

  • Work Setting, including hazards:    
    1. Work is performed in an office setting – there is extensive computer use and sitting.
  • Schedule:   
    1. Typically, work schedule is 8:00 am - 5:00 pm, Monday – Friday, 40 hours per week; however, a varied schedule may occasionally be required including working Saturday or Sunday and overtime.
  • Travel Requirements: 
    1. May be required to travel for training.
  • Tools and Equipment: 
    1. Computer hardware and software; multi-line telephones.
  • Customer Interactions:
    1. Excellent customer service aptitude is integral to department success.
  • Other:
  1. May be called on to respond to a variety of customer requests while working alone and managing multiple projects. 
  2. Frequent reading of reference materials when answering external customer questions and completing internal customer administrative requests.

Qualifications

REQUIRED QUALIFICATIONS:

  • High School diploma or GED equivalent. 

OR 

  • An 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 customer assistance regarding inquiries, complaints, or problems.

Knowledge of:

  • Microsoft Office programs, Word and Excel, and search criteria for Internet and Intranet web sites.
  • Working within and across programs and interpret their procedures.
  • Smart phone usage.

Ability to:

  • Type 35 wpm with accuracy.
  • Articulate, utilize, and assist customers with understanding rules, regulations, laws, and policies.
  • Handle money, count change and use a cash register.
  • Perform routine copying, faxing and mailings preparation.

 

Certifications/Licenses: 

  • Valid Driver’s License. 

 

PREFERRED QUALIFICATIONS: 

  • Using a multi-line telephone.
  • Bilingual preferred; at a minimum, the ability to understand and make oneself understood to all Spanish speaking individuals.

Supplemental Information

Please note: Failure to follow the instructions below may lead to disqualification.

 

In order to successfully 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 qualifications of this position (Generic cover letter will not be accepted).
  • A current resume. 
  • Three professional references. 

IMPORTANT NOTES: 

On Monday August 9, 2021, Governor Inslee enacted Proclamation 21-14 which requires that all employees of all state agencies not headed by an elected official be fully vaccinated with a recommended COVID-19 vaccine by October 18, 2021 as a condition of employment. Fully vaccinated includes the two-week waiting period after the last shot in each series, or single shot, is given. If hired for this or any position at WDFW, you will be required to provide verification of COVID vaccination. A list of acceptable documents to provide verification can be reviewed here. Vaccination acceptable documents link (Download PDF reader)

The Department of Fish and Wildlife’s priority during the Covid-19 health crisis is to keep our staff, candidates, and the public safe.  We are hiring and encourage you to apply to open positions. We have transitioned to a virtual recruitment process, to include web-based interviews.

All new employees must complete an Employment Eligibility Verification Form (I-9 Form) on their first day of work. If hired for this or any position at WDFW, you will be required to provide documentation proving you are eligible to work in the United States. For a list of acceptable documents, please use the following link:  https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents

JOIN THE WDFW TEAM:

Learn about our agency and the perks of working for WDFW!

The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field.  We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE).

WDFW employees may be eligible for the following:

Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth.

Diversity, Equity, and Inclusion Employer

VETERAN PREFERENCE NOTICE:

To take advantage of veteran preference, please do the following:

  • Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran)
  • Include your name as it appears on your application in careers.wa.gov.

 

MILITARY SPOUSE PREFERENCE NOTICE: 

To take advantage of military spouse preference, please do the following:

  • Notify us of your military spouse status by email at RecruitmentTeam@dfw.wa.gov.  
  • Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS)
  • Include your name as it appears on your application in careers.wa.gov.

 

Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at RecruitmentTeam@dfw.wa.gov.

 

As part of WDFW’s efforts to advance respectful and inclusive work environments, the Agency expects inclusivity as part of our professional interactions and communications.  Therefore, we want to ensure that all individuals feel welcome, are treated fairly and respectfully.  All staff are empowered to fully contribute to serving their work unit, Agency, and the citizens of Washington.

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.

If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.

*Images shown are Pre-COVID, WDFW Staff follow current COVID Safety Protocol including the use of face masks. 

Follow us on social media: 
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More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note:  If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165. 

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 12-31-2022

01
Do you have a valid driver's license?
  • Yes
  • No
02
Please select the option below that best describes your highest level of education.
  • High School Diploma/GED
  • Some College
  • Associates Degree
  • Bachelor's Degree
  • Master's Degree
  • PhD.
  • None of the above.
03
What is your major area of study? If you possess multiple degrees, please list each degree and major.
04
Please select the option below that best describes your professional experience providing assistance to customers regarding inquiries, complaints or problems.
  • Less 2 years of experience.
  • 2 or more years of experience.
  • No experience.
05
Please BRIEFLY LIST your professional experience providing assistance to customers regarding inquiries, complaints or problems. (If you do not have this experience, put N/A.)
06
Please briefly describe your experience dealing effectively and frequently with a variety of customers in difficult situations (defusing anger, calming people, working with people with communication challenges, providing unpleasant options, etc.).
07
Please BRIEFLY LIST your professional experience with customer service. (If you do not have this experience, put N/A.)
08
Do you have experience working in a team environment, including collaborative problem solving, maintaining open communication among staff, and allowing flexibility for creative input from others?
  • Yes
  • No
09
Do you have experience utilizing the WILD (Washington Interactive Licensing Database) System to complete tasks?
  • Yes
  • No
10
Please select the options below if you have had experience with the following software programs/systems. (Select ALL that apply).
  • Microsoft Outlook
  • Microsoft Excel
  • Microsoft Power Point
  • Microsoft Word
  • Microsoft Teams
  • Multi-Line Phone System
  • I do not have this experience.
11
How did you hear about this job posting? (Select all that apply).
  • Careers.wa.gov
  • Community Based Organization
  • Community/Technical College
  • Facebook
  • Handshake
  • Hiring Event/Workshop
  • Indeed.com
  • Job Board
  • Job Fair
  • LinkedIn
  • Newspaper
  • Other State Agency
  • Other Website
  • Professional Association
  • Twitter
  • University Job Board
  • WDFW Employee
  • WDFW Recruiter
  • WDFW Website
  • Word of Mouth
  • WorkSource
  • Other
12
If you selected "other" please specify the information/person that led you to this job posting.
13
Per Governor Inslee's Proclamation 21-14 state employees must be fully vaccinated at the time of employment, absent a medical or religious accommodation. Are you willing to meet this mandate if offered this job?
  • Yes
  • No
14
Are you currently a permanent employee of the Department of Fish and Wildlife? ("Permanent employee" means an employee who has attained permanent status in a job classification upon successful completion of a probationary, trial service, or transition review period; this would include "Seasonal Career" appointments).
  • Yes
  • No

Required Question

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