State of Washington Dept. of Fish and Wildlife invites applications for the position of: CUSTOMER SERVICE SPECIALIST 4 *00991W

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1 State of Washington Dept. of Fish and Wildlife invites applications for the position of: CUSTOMER SERVICE SPECIALIST 4 *00991W SALARY: $2, $3, Monthly OPENING DATE: 01/28/16 CLOSING DATE: 02/11/16 11:59 PM DESCRIPTION: Do you have a passion for the outdoors and Washington's wildlife and natural resources? Here's your opportunity to join a dynamic team committed to providing exceptional service to the citizens of Washington and the Wildlife Program staff that help protect some of its most precious resources. A customer service professional with excellent customer service and leadership skills, flexibility, and who welcomes new challenges, will not be bored in this position. We seek your proven ability to perform in an unpredictable and fast-paced environment, as well as provide support and assistance to customers in person, over the phone, and via . The Washington Department of Fish and Wildlife (WDFW) is dedicated to preserving, protecting and perpetuating fish, wildlife and ecosystems, while providing sustainable recreational and commercial opportunities dependent on viable fish and wildlife populations. Each day, WDFW employees facilitate fishing, hunting and wildlife viewing opportunities for millions of residents and visitors. WDFW's employees field and laboratory biologists, geneticists, research scientists, hatchery professionals, policy experts, fully commissioned law enforcement officers, land stewards, lab technicians, property acquisition specialists, customer service representatives and others work throughout the state. WDFW employees protect and restore critical habitat, strive to facilitate species recovery when necessary, and manage hundreds of fish and wildlife species. WDFW employees maintain nearly a million acres of public wildlife lands. They interpret, apply and enforce state and federal laws and collaborate with stakeholders to protect fish and wildlife resources. Find out more about us and the important work we are a part of at The Wildlife Program's Administrative Operations Division is recruiting a positive, energetic

2 individual with excellent customer service skills to fill one, full time, Customer Service Supervisor (CSS4) position. The duty station is the Natural Resources Building (NRB) located in Olympia, Thurston County. DUTIES: This position supervises the customer services unit for the Wildlife Program. Customer service staff provides internal and external customer service related to wildlife diversity, game, lands, and research activities. This position coordinates issuance of multiple permits and independently researches permit problems and implements corrections or elevates concerns to the appropriate section or division manager. This position assists the customer service and administrative support section manager with Washington Administrative Code (WAC) development and coordination and Fish and Wildlife Commission processes for the program. Coordinates major projects assigned from program management. Some of what you'll do Supervise customer service staff to ensure quality products (permit issuance, customer interactions, administrative work, etc.) are completed in an accurate and timely manner. Analyze processes for possible improvements, provide suggestions and make adjustments to ensure productivity. Support the WAC development process by reviewing changes proposed during rulemaking and providing an analysis of the anticipated effect to the customer service unit and the agency customer base. Provide superior internal and external customer service. Respond to inquiries, fulfill work requests, process permits, research problems, find and implement solutions or notify appropriate manager of suggestions. Answer telephones and author original correspondence addressing customer inquiries related to various aspects of the Wildlife Program. Research regulation references, customer records, and hunting reservations in the assessment of customer needs and options. Communicate in a professional manner with customers regarding hunting practices and regulations, wildlife conservation, and injured or orphaned wildlife. Prepare commission materials, utilizing customer service staff in the preparation of materials for Fish and Wildlife Commission meetings, ensuring accurate work is completed, timelines are adhered to and deadlines are met. Supervise data entry and use multiple computer applications. Verify and update databases, verify information and assist in permit processing. Explain policies, procedures, and processes. Assist hunters with the navigation, interpretation, and application of information contained in complementary data resources, e.g. GoHunt Mapping, Hunting Prospects, etc. Coordinates special projects. Outlines process and delegates tasks to subordinates. QUALIFICATIONS: Who should apply? Customer service professionals with a Bachelor's degree and two years of progressive experience providing assistance to customers regarding inquiries, complaints, or problems; OR, An Associate's degree and four years of experience providing assistance to customers regarding inquiries, complaints, or problems; OR, equivalent experience providing assistance to customers regarding inquiries, complaints, or problems. AND At least one year supervisory or lead experience. Here's what we're looking for: Ability to lead a dynamic work team. Superior customer service skills / motivated public servant. Accountability, integrity and honesty. Excellent oral and written communication skills. Proper grammar, spelling, and punctuation skills.

3 Ability to collaborate across programs and agencies. Proficiency working in web-based applications, databases, and Microsoft Office software. Understand, interpret, and relate verbal and written direction, policies, regulations, statutes, and question appropriately. Exceptional tracking, organizing, planning, and prioritizing multiple projects and assignments. Read, interpret, and relay regulations, polices and instructions. Ability to assess and recognizes own strengths and weaknesses and pursue selfdevelopment. Well qualified applicants will demonstrate competencies in the following areas: Demonstrated ability to apply LEAN concepts. Demonstrated passion for leadership, mentoring, and coaching. Knowledge of hunting regulations, agency policies, procedures, and processes. SUPPLEMENTAL INFORMATION: Work Environment Monday through Friday, from 8:00 a.m. 5:00 p.m., with occasional night or weekend hours. Sit or stand for prolonged periods of time. Travel occasionally to attend meetings, training sessions or trade shows. May be exposed to graphic photographs depicting harvested wildlife, wildlife depredation, necropsies, or biologist/veterinarian field activities. How to Apply: To apply for this position you will need to complete your profile at and attach the following to your profile before completing the online application: Cover letter describing how you meet the qualifications of this position (generic cover letters will not be accepted) Current resume (in addition to the information provided in the online application) Two examples of business correspondence that you have authored. ONE example of a process you have authored. List of three professional references. Please note that failure to follow application instructions will lead to disqualification ( exceptions). Seperately ed documents will NOT be processed or accepted. Upon submission of your online application, you will immediately receive a confirmation . You will then be notified via of your status during the process. In addition to the notifications, you can check the status of your application at any time by visiting your online profile at Due to the high volume of applications that we receive, we ask your understanding and encourage you to use the online process and avoid calling for information. 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 may call (360) or the Telecommunications Device for the Deaf (TDD) at (800) CUSTOMER SERVICE SPECIALIST 4 *00991W Supplemental Questionnaire * 1. What best describes your level of education: High School or GED

4 Degree in progress Associate's degree Bachelor's degree Master's degree ne of the above * 2. If you attended or graduated from a College or University, what is your major area of study? If degree is in progress, please list anticipated completion date. * 3. Which of the follow best describes how you meet the education and experience as required for this position: Bachelor's degree and two years of progressive experience providing assistance to customers regarding inquiries, complaints, or problems. Associate's degree and four years of experience providing assistance to customers regarding inquiries, complaints, or problems. Equivalent experience providing assistance to customers regarding inquiries, complaints, or problems. * 4. Which of the following best describes your experience working as a lead, supervisor or manager: I have at least 12 months experience. I have over 36 months experience. * 5. How many months experience do you have providing assistance to customers regarding inquiries, complaints or problems? I have at least 48 months experience. I have at least 60 months experience. I have over 60 months experience. * 6. Please describe the most important aspects of leading a team. * 7. Please describe the most important aspect of providing customer service. * 8. Which one of the following best describes your experience editing/proofreading business communications? I have limited experience editing/proofreading written messages. I am developing skills in editing/proofreading messages to produce clear, direct, and succinct communication with the reader. I am skilled at editing/proofreading messages to produce clear, direct, and succinct communication, successfully conveying ideas or information. I am an expert at editing/proofreading messages to produce clear, direct, and succinct communication, successfully conveying ideas or information and recognizing when language requires adjustment to achieve understanding by differing readers. * 9. Which of the following best describes your experience in the use of web-based applications, databases, and Microsoft Office software products? ne Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program, OR through at

5 least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally, this is achieved through 1 to 3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience.) * 10. Which of the following best describes your experience organizing, planning, and prioritizing your own workload? My workload is organized, planned, and prioritized by my supervisor. I can plan, organize, and prioritize my work with minimal input from my supervisor. I have total independence to plan, organize, and prioritize my work. * 11. Which one of the following best describes your experience dealing effectively and frequently with a variety of customers in difficult situations (e.g., by defusing anger, calming people, working with people with communication challenges, providing unpleasant options, dealing with threatening situations, etc.)? I have at least 48 months experience. I have at least 60 months experience. I have over 60 months experience. * 12. Which of the following best describes your experience working in a position requiring you to learn, remember, and apply many complex rules and/or procedures that were subject to constant change? I have at least 48 months experience. I have at least 60 months experience. I have over 60 months experience. * 13. Which of the following best describes your experience evaluating, documenting, explaining, interpreting and applying applicable laws, regulations, policies, and processes? ne Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program, OR through at least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally, this is achieved through 1 to 3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding this competency. Generally, this is achieved through 3 or more years of experience.) * 14. Which of the following best describes your experience independently coordinating with others inside or outside an organization to share information, make decisions, and/or implement solutions to problems or complaints? Willing (Little or no experience or training regarding this competency, but interested and willing to learn.) Developing (Developing knowledge and skills regarding this competency through completion of an employer-sponsored training or higher education program, OR through at least 6 months of experience applying this competency in the workplace.) Skilled (Has successfully and regularly applied this competency in the workplace. Recognized by others as demonstrating ample knowledge and skills regarding this competency. Generally, this is achieved through 1 to 3 years of experience.) Expert (Application of this competency is polished to excellence and is extensive in nature. Recognized by others as demonstrating exceptional knowledge and skills regarding

6 this competency. Generally, this is achieved through 3 or more years of experience.) * 15. Select which of the following best describes your knowledge of hunting and fishing (select all that apply). I don't have any experience with hunting or fishing. I have wide range of knowledge of regulations (Know specific RCW's and WAC's). I have an understanding of needs/motivations of various stakeholders/user groups. I have an understanding of why certain issues are controversial even for those that don't hunt or fish. I have an understanding of political influence on regulations. * 16. Are you willing and able to occasionally work non-scheduled hours including evenings and weekends? * 17. Have you ever been convicted of a misdemeanor or felony within the last ten (10) years? (Answering yes will not automatically bar you from employment) * 18. Do you have a valid Washington State, or other state, driver's license? (If selected for an interview, you may be asked to furnish your license and driving record.) * 19. Please verify that you have included the following information in your online application: 1) A chronological resume OR a completed online profile that includes education and employment history. 2) A detailed cover letter describing how you meet the qualifications for this position. 3) Detailed responses to all supplemental questions. 4) Attached TWO examples of business correspondence that you have authored. 5) Attached ONE example of a process you have authored. 6) Three professional references. * Required Question