Customer Service Specialist 4 - Licensing Division - Permanent - *04653-24

FULL-TIME/PERMANENT

CUSTOMER SERVICE SPECIALIST 4 (CSS4)

Financial Services Program

• Licensing Division

Olympia, Washington

• Thurston County

As the business hub for WDFW, the Licensing division manages sales, distribution, systems, accounting, and support for customers and retail partners. We handle a diverse range of recreational and commercial licenses, permits, and products, generating over $100 million in revenue annually through online platforms, phone services, and a network of retail outlets. Additionally, we oversee $1.1 million in revenue from commercial licenses.

In this role, you'll serve as a frontline representative for our Customer Service Staff, managing thousands of financial transactions each year. Your responsibilities include ensuring accurate reporting, following policies and regulations, and proactively planning workloads. Through data analysis and sound decision-making, you'll drive operational efficiency and deliver outstanding customer service both internally and externally.

Looking for bucks

• Photo credit: Ben Collins

Here is what you will be doing,

Management and Supervision of Staff:

• Works closely with other CSS4 and CSS3 to ensure completion of daily workload of the unit.

• Maintains a high level of expertise in licensing rules, regulations, policies, procedures, and legislation.

• Maintain expertise and knowledge in all technical platforms used by the unit. This expertise will be used in the resolution of licensing inquiries, complains, problems, revenue adjustments, etc.

• Communicate and hold staff accountable to unit and division expectations. Document, communicate issues or concerns with staff while following union and agency guideline and policies to resolve personnel issues relating to staff conflicts, absenteeism, performance issues, etc.

• Conducts monthly one-on-ones with staff to mentor them on issues, expectations and communicate upcoming unit goals and changes. Also conducts timely and meaningful employee performance evaluations on a yearly basis following agency guidelines.

• Participates as a lead in making recommendations regarding methods for improving practices and addressing customer service challenges.

• Maintains unit manuals and processes.

Performance Management & Unit Goals:

• Works with Management Analyst and Customer Service Manager to develop, track, analyze and report expected unit performance measurement standards and workflow deadlines.

• Responsible for meeting performance measurements and workflow deadlines.

• Responsible for communicating performance measurements and workflow deadlines to the Customer Service Manager on a monthly basis.

Management and Supervision of After-Hour Call Center:

• Responsible for providing initial and on-going training with the Call Center.

• Review and analyze the Call Centers work by reviewing reports, phone calls and tickets. Report positive and negative findings with Customer Service Manager.

• Communicate to the Call Center any information needed to ensure they can assist customers at all times.

• Work with the Customer Service Manager to ensure the contract is being followed and provide any information needed.

Training and Onboarding Staff:

• Works closely with other Customer Service Specialist 4 in the development of New Hire training packet and training schedule.

• Trains new staff based off training packet and schedule.

• Works closely with other Customer Service Specialist 4 in training of permanent staff. This training includes new or changed processes as well as training to assist in performance measurements not being met.

WORKING CONDITIONS:

• Work Setting, including hazards:

• The duties of this position are completed in an office setting on the first floor of the Natural Recourse Building.

• You may be required to access other floors to complete tasks. You may also be required to complete tasks at the warehouse.

• 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:

• 7:45AM - 4:45PM or 8:00AM - 5:00PM Monday through Friday. However, a varied schedule and/or overtime may be required including working Saturday or Sunday.

• Travel Requirements:

• Employees may be required to attend trade shows, fair events, or visit a WDFW prospective or authorized dealer.

• Travel may also include court appearances.

• Tools and Equipment:

• PC Computer system with varied operating systems, varied printers, fax machine and multi-line phone.

• Customer Interactions:

• Customer interactions will take place over the phone, through correspondence or face-to-face. Customer service is very important to the department's success and could include internal and external customer interaction. The employee may be called on to respond to a variety of customer requests while working alone and managing multiple projects.

REQUIRED QUALIFICATIONS:

• An Associate degree AND two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

• Four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

OR

• A Bachelor's degree

PLUS: 

• Experience with Multi-Line Phone Systems

• Experience interpreting laws, regulations, and process in the resolution of inquiries, complaints, and problems.

PREFERRED QUALIFICATIONS:

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

• Ability to type 35 wpm.

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.

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.

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.

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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