Customer Service Specialist 2 - Director's Office - Region 2 - Part-Time - Permanent - *14215-21

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Customer Service Specialist 2 - Director's Office - Region 2 - Part-Time - Permanent - *14215-21

Salary

$2,929.00 - $3,792.00 Monthly

Location

Grant County – Ephrata, WA

Job Type

Part Time - Permanent

Job Number

2021-14215

Department

Dept. of Fish and Wildlife

Opening Date

12/01/2021

Closing Date

12/15/2021 11:59 PM Pacific

Description


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

WDFW Director's Office - Region 2
Ephrata, Washington

Are you well-versed in working with the public, handling customer inquiries, guiding customers through technical processes, making product or service recommendations, and resolving client concerns? If so, then this is the job for you!

As a Customer Service Specialist, you’ll be a liaison between the customer and department. With your expertise you’ll guide clients while applying laws, policies and procedures, and resolve customer service inquiries from the public and diverse groups.

*View from a Meadow – Photo Credit: Brett Stock

With that in mind, 

Picture yourself providing verbal and written assistance in response to general queries, correctly interpreting needs and directing to appropriate staff and resources.

This is an opportunity where you’ll independently problem solve routine questions and issues from constituents and other entities and provide accurate information and customer service regarding recreational/commercial opportunities, available programs and services, department regulations and the selling/maintenance of appropriate licensing and records.

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 candidate takes pride in delivering excellent and timely customer service, enjoys 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 Hunting – Photo Credit: Eric Wyatt

Our Customer Service Specialist, 

  • Provides interpretation and advice on agency policies, procedures, rules and regulations for hunters, fishers, the recreating public, and district and regional staff, using appropriate examples and supporting information.
  • Provides accurate information about various license options, resolve issues that may arise with licenses purchased at other License Vendors, sell fishing/hunting/Discovery licenses using both cash and credit technologies, balance the till and resolve any discrepancies. 
  • Liaises between Licensing staff and regional license dealers. 
  • Facilitates access to resources via sales of appropriate licenses. 
  • Remains up to date and knowledgeable about and able to assist with requests for disability status and regulations pertaining to access, hunting, and fishing with disabled status.
  • Independently resolves customer concerns 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.
  • Provides support to regional staff in the accomplishment of their assigned tasks including, but not limited to basic IT and technical support; prints support; assists, organizes and tracks permitting requests; assists with archival projects; assists with mailing services; and proctors tests for Hunter Education, wildlife rehabilitators, trapping and falconry. 
  • Manages petty cash account and issues payment to staff per agency policy, process, and directive.
  • Provides level one assistance to troubleshoot technical issues for phones, computers, video conferencing equipment, projectors, and other issues.
  • Provides emergency maintenance, assistance with injured wildlife, serves as backup/assistance for fieldwork, processes mail and other duties.

 

WORKING CONDITIONS:

  • Work Setting, including hazards:    
    1. Work is performed in an office setting with occasional requirements to go out to the warehouse/Annex to contact staff – occasional travel for outreach activities, meetings or training, field trips. 
    2. Frequent attendance in meetings, either in person or virtually, is required.
  • Schedule:   
    1. Typically, the work schedule is 4 - 8-hour days – may be required to alter work hours to cover annual leave, sick leave, emergencies, etc.
  • Travel Requirements: 
    1. Occasional travel to training, meetings out of office, agency related events, and other work activities.
  • Tools and Equipment: 
    1. General office machines; telephones, projectors, video conferencing equipment, computers, cash register, POS licenses machine, multi-function copiers, scanners, etc.
  • Customer Interactions:
    1. Interacting professionally and pleasantly with a diverse group of customers and internal staff; in person, email, USPS and over the telephone. 
    2. Some customers may be confused, difficult or angry, requiring de-escalation tactics.
  • Other:
    • Constant sitting and standing at a counter up to 4 hours per day.
    • Frequent bending, stooping, reaching, and carrying or moving items up to 25 pounds.

Qualifications

REQUIRED QUALIFICATIONS:

  • 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 assistance to customers regarding inquiries, complaints or problems.


PREFERRED QUALIFICATIONS: 

Ability to:

  • Handle money, count change, run credit card machine and use a cash register.
  • Run and trouble shoot basic office equipment and video conferencing tools.
  • Research, explain and retain information.
  • Use of Microsoft Office Suite, M365, virtual meeting tools and other office related software.
  • Handle a fast-paced office with constant interruptions.
  • Operate and monitor a telephone system.

 


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 - 5 years of experience.
  • 5 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
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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