Customer Service Manager - Licensing Division - Permanent - *13530-24
Classification- Customer Service Manager
Job Status- Full-Time/Permanent
WDFW Program- Financial Services Program – Licensing Division
Duty Station- *Olympia, Washington – Thurston County
*This position is not currently approved for remote/hybrid work.
Learn more about being a member of Team WDFW!
The Customer Service Manager oversees three distinct units in delivering services: Recreation, Dealer and Commercial support units.
This role manages the development and implementation of statewide customer and dealer relations policies for licensing recreational and commercial activities. The Customer Service Manager conducts ongoing analyses to ensure high-quality service delivery, sets measurable performance standards, and adapts policies and practices to meet evolving needs.
In addition to managing work activities, schedules, and resources for peak sales periods, this position collaborates with program management to address customer and dealer issues. The manager coordinates training initiatives and integrates new legislation, products, and technologies, such as updates to the WILD system or new mobile applications, to enhance service access and consistency. This role is pivotal in maintaining exceptional service standards and fostering effective collaboration across the agency and its retail dealer network.
What to Expect-
Among the varied range of responsibilities held within this role, the Customer Service Manager will,
Plan and direct the work activities, schedules, and resource allocation to meet the various peak sales periods throughout the year and reviews work for compliance with agency policy, performance standards of quality and production for each unit and individual.
- Monitors progress and achievements through performance metric reports
- Improves customer service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics.
- Monitor results and analyzing changes need to complete workload and provide superior customer service.
- Troubleshoots areas of poor performance and identify effective solutions to resolve issues both in the immediate future and log-term.
- Consults with the Licensing Division Manager on staffing needs, workload, and system issues to provide superior customer service.
Coordinates customer service and dealer training expectations and delivery. Will include implementation of new initiatives (legislation, new products, new sales channels, new mobile application(s), updates to the WILD system) often requiring coordination among WDFW programs and other agencies and the retail dealer network.
- Train new and current staff to provide superior customer service.
- Manage customer service staff to make sure they are motivated and have knowledge and skills needed to perform effectively.
- Measure and reviews employee’s performance with respect to the customer service work units’ goals and responsibilities.
- Conducts timely reviews of reporting employees: Uses Performance Development Plans procedures and tools.
Develops and implements statewide customer and dealer relations policies and procedures related to the licensing of recreational and commercial licensing activities.
- Defines and communicates customer service standards.
- Maintains in depth customer service management to acquire and retain customers and increase customer satisfaction.
- Respond to inquiries from staff, programs, and service providers to provide technical assistance and support.
- Works with all the regional customer service staff to assist them to help our customers.
- Assist with the processing of Special Use permits for the agency.
Working Conditions:
Schedule: Monday – Friday, 8:00a.m. – 5:00p.m. with extended hours during busy season that may include some weekend work.
Travel: Some statewide travel and out of state travel to conferences that will require some overnight stays and travel.
Customer interaction: In person and over the phone. 75% of phone call will be to assist upset and frustrated customers and internal and external stakeholders.
Qualifications:
Required Qualifications:
Option1: Bachelor’s degree, and one (1) year of customer service experience, which includes providing assistance to clients/customers regarding inquiries, complaints, or problems plus one (1) year of supervisory experience including documented performance-based management in a production environment.
Option 2: One (1) year of experience as a Customer Service Specialist 4 and four (4) years of customer service experience, which includes providing assistance to clients/customers regarding inquiries, complaints, or problems plus One (1) year of supervisory experience including documented performance-based management in a production environment.
Option 3: Equivalent Education/Experience
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess one or more of the following:
- Two (2) years of experience in the following:
- Customer and technical systems support in a call center environment with volumes like 1 million customers.
- Using the Washington Interactive Licensing Division (WILD) System.
- Understanding Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
- 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.
- Using internet Point of Sales & Point of Sales Application to complete customer sales.
- Utilizing and implementing Customer Service Center Processes and Procedures.
- Dissecting procedures, establishing performance measure and targets for quality and production out puts.
- In depth understanding of interpreting legislation and develop call center scripts in common language for call center staff use.
- Proven ability to create efficiencies and quality improvements through performance-based management techniques.
- Understanding of WDFW Recreational License Structure.
- Understanding DFW rules and regulation, as related to Licensing and Customer Service.
- In depth understanding of private sector call center management, systems, experience in development and implementation of customer service procedures, and performance management, and familiarity with WILD Licensing System and related applications.
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
Union - WFSE:
This position is covered by a collective bargaining agreement between the State of Washington, Department of Fish and Wildlife and the Washington Federation of State Employees (WFSE). This recruitment may be used to fill positions in addition to those listed.
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 RecruitmentTeam@dfw.wa.gov.
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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 diana.humes@dfw.wa.gov