Fish Program Customer Service Liaison - Customer Service Specialist 2 - Permanent - *13909-24
Working Title: Fish Program Customer Service Liaison
Classification- Customer Service Specialist 2
Job Status- Full-Time / Permanent
WDFW Program- Fish Program – Administrative Operations Division
Duty Station- Olympia, Washington – Thurston County
Learn more about being a member of Team WDFW!
Join our Fish Program as a Customer Service Specialist 2 and become a key point of contact for anglers, Fish Program staff, and agency representatives.
This is an opportunity to interpret and apply your knowledge of laws, regulations, and processes to deliver exceptional customer service to the public and resolve complaints, inquiries, and problems.
With your experience, you will assist the public in planning their outdoor adventures by offering expert advice on techniques, locations, and available resources.
What to Expect-
Among the varied range of responsibilities held within this role, the Customer Service Specialist 2 will,
Provide interpretation and advice on agency policies, procedures, rules and regulations for the public, fishers, the recreating public, and regional staff:
- As the first point of contact to external parties over the phone and internal staff, independently resolve complaints, inquiries and client/customer service problems while maintaining appropriate confidentiality.
- Provide agency interpretation and apply knowledge of laws, regulations, and processes in the resolution of inquiries, complaints, and problems by understanding and interpreting the sport fishing regulations pamphlet, the WDFW website, the WDFW intranet, and email to maintain a current knowledge of all regulations, news releases, rule changes, emergency rules, and Washington Administrative Code (WAC).
- Act as a resource by providing insight into the many fishing opportunities our state has to offer. This includes advice on where to fish, how to fish and techniques to facilitate a positive and successful experience for our customers.
- Respond to emails in a timely and professional manner.
- Provide answers to questions regarding the identification of salmon and steelhead, shellfish, and other fish species.
- Direct inquires that are beyond the customer service scope to the appropriate agency and department personnel.
Provide customer support for the sportfishing mobile and web applications:
- Assist customers and staff with the “Fish Washington!” mobile app and Guide app by demonstrating proper usage and instructing users how to best navigate the application.
- Triage mobile application issues that arise and provide feedback to the appropriate team members to keep the application up-to-date and functioning properly.
Office Duties:
- Facilitate visitors and sign-in process while providing a minimal level of security.
- Redirect phone calls and/or provide numbers for other appropriate agencies.
- Provide incoming and outgoing mail services for the Fish Program.
- Execute excellent written and oral communication both internally and externally.
- Maintain the office supply inventory and order office supplies as needed.
WORKING CONDITIONS:
Work Setting, including hazards:
Office work is in an office setting, repetitively entering data in computer, looking at computer monitor for long periods of time, and extensive telephone use.
Schedule:
Monday through Friday, 8:00 a.m. – 5:00 p.m.
Tools and Equipment:
Standard office equipment, computer hardware and software, and multi-line telephones.
Customer Interactions:
Work with external customers daily over the phone and internal customers on occasion.
QUALIFICATIONS:
Required Qualifications:
An Associate’s degree AND two (2) years of experience providing assistance to customers regarding inquiries, complaints, or problems.
OR
Equivalent experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
Job Knowledge:
- Customer service experience in a virtual environment, including phone and email.
- Ability to handle highly stressful or adverse situations, making good decisions, working accurately, and helping to calm others.
- Proficient in Office 365 Suite, including Excel, Outlook, Word and Teams, and an understanding of search criteria for Internet and Intranet web sites.
- Strong communication skills, including verbal and written communication proficiency.
- Ability to converse about fishing and fish-related topics in a personable, familiar way.
- Knowledge of fishing and shellfish harvest techniques and practices employed in the state of Washington.
Certifications/Licenses:
Valid driver’s license.
Preferred Qualifications:
In addition to the required qualifications, our ideal applicant will possess some or all the following:
- Experience interpreting Washington Administrative Code (WAC) and Revised Code of Washington (RCW) to the public or staff.
- Knowledge of WAC and RCW processes, and ability to interpret the Washington Sport Fishing Rules pamphlet and provide factual responses to inquiries so they understand the information accurately.
- Experience with responding to inquiries related to WDFW fishing regulations.
- Ability to articulate, utilize and assist customers with understanding the WDFW rules, regulations, laws, and policies.
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 #2024-13909.