Customer Service Specialist 2 - Permanent - *05564-25
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, the Customer Service Specialist 2 will,
Provide Customer Service:
- 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 Regulations.
- Implementing WDFW Licensing Division Policies and Procedures.
- Utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer, and Commercial Units.
- Internet Point of Sales and Point of Sales applications to complete customer sales.
- Utilizing and implementing Customer Service Center Processes and Procedures.
Working Knowledge of:
- Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
Your application should include the following:
- A completed online application showcasing how your qualifications align with the job requirements.
- An up-to-date resume.
- A cover letter detailing your interest in the position, your relevant skills and experience, and why you are the ideal candidate.
- At least three professional references with current contact information.
Supplemental Information
In addition to pay and other special employee programs, there are other benefits that WDFW employees may be eligible for. Click the “Benefits” tab at the top of this announcement to learn more.
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
Veteran and Military Spouse Preference Notice:
Per RCW 73.16.010 Veterans and qualifying spouses who meet the minimum qualifications of a position are eligible for preference during the initial application review stage. To receive this benefit, please do the following:
- Notify us of your veteran or military spouse status by email at Ashley.Lee@dfw.wa.gov.
-
Veterans only – Attach a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter.
- Please redact any PII (personally identifiable information) data such as social security numbers.
- Subject line must include recruitment number, position, and spouse/veteran (example: 2024-1234 – Biologist 1 – Veteran)
- Include your name as it appears on your application in careers.wa.gov.
Diversity, Equity, and Inclusion Employer
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.
Technical Difficulties: 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.
Other questions: If you have other questions regarding this position, please reach out to Ashley.Lee@dfw.wa.gov and reference job #2025-05564.