Customer Service Lead - Customer Service Specialist 3 - Permanent - 04765-25

Title- Customer Service Lead

Classification- Customer Service Specialist 3 (CSS3)

Job Status- Full-Time / Permanent

WDFW Program- Directors Office
Duty Station- Ephrata, Washington Grant County

Posting Timeframe- This recruitment is scheduled to be posted until August 10, 2025. The first review of applications will take place on July 25, 2025. Application review is ongoing, submit your application materials as soon as possible, this recruitment may be closed at any time.

Learn more about being a member of !

Ephrata Lake Photo Credit: Alan Bauer

Provide quality customer service and become an active partner with the public participating in or inquiring about commercial and recreational fishing, hunting, and wildlife viewing opportunities in Washington State!

As our Customer Service Lead, you will be a key problem-solver, independently identifying and resolving customer service issues by navigating policies, collaborating with internal staff, and delivering clear, effective communication.

This is an opportunity to support WDFWs mission by delivering equitable and administrative support services to the Enforcement, Fish, Habitat, and Wildlife programs, and the Directors Office, within Region 2.

What to Expect-

Among the varied range of responsibilities held within this role, the Customer Service Lead will,

Provide Public Assistance and Customer Service:

• Respond to verbal and written requests from the public, using independent judgment to resolve inquiries at the customer service level.
• Provide accurate information and guidance regarding WDFW processes, agency policies, programs, and computer systems.
• Interpret and apply agency regulations, policies, and procedures to resolve questions, complaints, and complex issues.
• Act as a liaison between the public and WDFW, ensuring informed and meaningful interactions.
• Provide guidance on agency opportunities, available services, and regulatory requirements.
• Receive and process payments using a cash register and credit card systems, following all cash control procedures.
• Maintain and reconcile petty cash and licensing bookkeeping records; assist with P-card management and banking transactions.
• Assist in the Hunter Education Program by locating records, issuing duplicate certificates, and assisting with education form submissions.
• Support the Disabled Hunter Program by distributing informational materials, processing disability applications, enrolling participants, and allocating access keys for designated recreational areas. Additionally, ensure timely communication of relevant updates and opportunities to enhance accessibility for disabled hunters.
• Handle a high volume of public inquiries by phone related to fishing and hunting regulations statewide, including tribal season questions, and de-escalate sensitive issues related to perceived regulatory disparities.
  
  

Lead, Mentor, and Train Staff:

• Train new customer service personnel on office protocols, telephone procedures, opening and closing duties, mail distribution, public-facing material organization, and front-line duties, including responding to public inquiries, interpreting regulations, selling licenses, and de-escalating sensitive situations.
• Lead and mentor staff to foster a collaborative work environment.
• Collaborate with the Regional Operations Manager (ROM) to implement customer service improvements and provide progress updates on staff training.
• Travel to other regional offices to support or conduct staff training.

Conduct Internal Customer Service:

• Provide internal support services such as word processing, updating mailing labels, and ordering specialized items for staff.
• Manage incoming and outgoing mail and shipping needs, including UPS, FedEx, USPS services.
• Run local errands and deliveries in support of office operations.

WORKING CONDITIONS:

Schedule:

Typically, Monday to Friday, 8:00 AM 5:00 PM.

Travel Requirements:

This position may require occasional travel for errands, meetings, trainings, outreach, or other agency events, which could include overnight stays. A state agency vehicle may be provided for work-related travel.

QUALIFICATIONS:

Required Qualifications:

Option 1:

• Bachelors degree AND one (1) year of professional experience providing assistance to customers regarding inquiries, complaints or problems.

Option 2:

• Associates degree AND three (3) years of professional experience providing assistance to customers regarding inquiries, complaints or problems.

Option 3:

• Five (5) or more years of professional experience providing assistance to customers regarding inquiries, complaints or problems.

Certifications/Licenses:

Valid drivers license.

Preferred Qualifications:

In addition to the required qualifications, our ideal applicant will possess some or all the following:

• Experience in a leadership, supervisory, or team management role.
• Experience training, mentoring, or onboarding new staff or team members.
• Experience operating a multi-line telephone system.
• Experience drafting professional correspondence.
• Familiarity with Washington fishing and hunting regulations.
• Ability to work effectively in a dynamic office environment with frequent interruptions.
• Experience managing financial transactions, balancing cash drawers or ledgers, and operating point-of-sale systems.
• Demonstrated ability to provide accurate and helpful customer service, particularly related to licensing, rules, and regulatory guidance.
• Experience troubleshooting office equipment and video conferencing tools.
• Strong research, comprehension, and communication skills.
• Proficiency in Microsoft Office Suite, Teams, Microsoft 365, and other office software.

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.

In addition to , there are other

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:

Veteran and Military Spouse Preference Notice:

Per 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 ... .
• 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 WDFWs 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 ... or email ..., or the Telecommunications Device for the Deaf (TDD) at ....

Technical Difficulties: If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at ... or ... .

Other questions: If you have other questions regarding this position, please reach out to ... and reference job #2025-04765 .

Follow us on social media:
LinkedIn | Facebook | Instagram

AL