Customer Service Specialist Lead – CSS3 – Permanent – *06570-24

FULL-TIME/PERMANENT
CUSTOMER SERVICE SPECIALIST LEAD
CUSTOMER SERVICE SPECIALIST 3 (CSS3)

WDFW Director’s Office – Region 6
Montesano, Washington – Grays Harbor County

The Washington Department of Fish and Wildlife (WDFW) is seeking a Customer Service Specialist 3 for its Region 6 Office in Montesano, Washington. 

As the Customer Service Specialist 3, you will independently resolve customer questions by identifying problems, determining procedural steps, collaborating with program staff, and communicating resolutions effectively. 

Key responsibilities of this customer service lead role include assisting customers with WDFW processes and procedures, resolving service problems, interpreting laws and policies, and acting as a liaison between the department and the public. Additionally, you will provide essential information about opportunities, services, and regulations, and serve as a lead in the supervisor’s absence, ensuring continuity and excellence in customer service.

Duties:

Our Customer Service Specialist 3 will, 

Provide assistance and problem resolution to verbal and written requests from the public: 

• Use independent judgment to respond to requests that can be handled at the customer service level.
• Receive and respond to high volume of daily calls pertaining to fishing and hunting inquiries for all counties in the region.
• Respond knowledgeably and appropriately to issues that cover areas such as: hunting, fishing, and shellfish seasons, emergency rules and updates, license requirements, special permits, regulations, special hunts, disability hunts, weighted point system, maps of hunting areas, complaints, reports of poaching, contract trapper information, hunter education information, habitat development, referrals to rehabilitators for injured wildlife, priority habitat issues, hydraulic permits, and gold dredging.

Lead, mentor, and train lower-level staff: 

• Train new customer service personnel on office procedures and policies, telephone procedures, opening and closing office, distributing mail, maintaining handout materials for public and encourage new personnel to work independently when they feel secure enough to do so.
• Work with the Regional Operations Manager (ROM) when changes need to be made to operate the customer service program more efficiently.
• Maintain open communication with ROM on progress of new personnel.
• Serve as lead in supervisor’s absence.

Maintain supplies for general office and office machine to ensure availability when needed:

• Use of internet, catalogs, etc., to locate needed items as the most efficient costs.
• Process order/payment forms; undertake calls and/or delegate for order and payment of office supplies, informational brochures, publications, forms, equipment toners, printer cartridges, cash register tape, and make calls for equipment repair.
• Research invoices which have no identifying MI’s or signatures, and forward to appropriate personnel for payment in a timely manner.

WORKING CONDITIONS:

• Work Setting, including hazards:
  • Office hazards include working under fluorescent light, repetitively entering data into computer, looking at computer monitor for long periods of time, sitting or standing for long periods of time.
• Schedule:
  • 8:00 a.m. – 5:00 p.m., Monday – Friday
  • This position is not eligible for telework.
• Travel Requirements:
  • Travel to meetings or training may be necessary.
• Tools and Equipment:
  • Typical office equipment
• Customer Interactions:
  • Frequent customer interaction both in-person and over the phone.

Qualifications:

REQUIRED QUALIFICATIONS:

An associate degree AND three (3) years of experience providing assistant to customers regarding inquiries, complaints, or problems. 

OR 

A bachelor’s degree AND one (1) year or experience providing assistant to customers regarding inquiries, complaints, or problems. 

OR 

Equivalent experience assisting customers regarding inquiries, complaints or problems.

PREFERRED QUALIFICATIONS:

In addition to those required qualifications, our ideal applicant will also have some or all of the following: 

• Familiarity with WA Fishing and Hunting regulations
• Experience in the following:
  • Leading or supervising a team.
  • Using multi-line telephone system.
  • Drafting professional correspondence.
  • Balancing ledgers, handling money, counting change, running credit card machine, and using a cash register.
  • Leading or instructing others in a clear, patient, and respectful manner in aspects of customer service, licensing, rules, and regulations.
  • Using and troubleshooting basic office equipment and video conferencing tools.
  • Researching, comprehending, explaining, and retaining information.
  • Using Microsoft Office suite, M365 and other office related software.

Supplemental Information:

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

Experience and education selected, listed, and detailed in the Supplemental Questions must be verifiable in the application.

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 NOTE: 

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: Benefits

Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave types. 

Eleven (11) Paid Holidays per year and one (1) personal holiday if the employee is scheduled to be, or has been, continuously employed by the State of Washington for at least four (4) months. 

Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA),  and an Employee Assistance Program.

Diversity, Equity, and Inclusion Employer

VETERAN PREFERENCE NOTICE:

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

• Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to diana.humes@dfw.wa.gov
• Subject line must 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 diana.humes@dfw.wa.gov
• Subject line must 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. 

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.  

Request an accommodation: Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone 360-902-2278 or email Jayme.Chase@dfw.wa.gov, 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.

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