Customer Service Specialist 4

Customer Service Specialist 4 - Permanent - 2025-07980 The Licensing Division acts as WDFWs business agent, overseeing sales, distribution, and customer support for recreational and commercial licenses and permits, while ensuring compliance and efficient service. As a key leader, you will support frontline customer service operations by ensuring efficient management of financial transactions, compliance with policies and regulations, and accurate reporting. This role emphasizes proactive planning, data?driven decision making, and workload management to support staff success and deliver exceptional service to both internal and external stakeholders. Responsibilities Work closely with Customer Service Specialist 3 to ensure daily workload completion. Maintain expertise in licensing rules, regulations, policies, procedures, and legislation. Utilize technical platforms to resolve licensing inquiries, complaints, problems, and revenue adjustments. Communicate and hold staff accountable to unit and division expectations. Document and address staff concerns following union and agency guidelines, resolving personnel issues such as conflicts, absenteeism, and performance. Conduct monthly one?on?ones to mentor staff and complete annual performance evaluations. Propose improvements to customer service practices and address challenges. Maintain unit manuals and processes. Work with Customer Service Manager to develop, track, analyze, and report unit performance metrics and workflow deadlines. Support development of unit projects and deadlines. Meet performance measurements and communicate results monthly. Provide initial and ongoing training to the after?hour call center. Review call center reports, calls, and tickets; report findings to the Customer Service Manager. Communicate necessary information to the call center to assist customers. Ensure the contract is followed and provide information as needed. Collaborate with CS Specialist 3 in creating new?hire training packets and schedules, and in training permanent staff. Required Qualifications Option 1: High school diploma or GED equivalent; 4 years of customer service experience, including handling inquiries, complaints, or problems; 6 months supervisory experience. Option 2: One year of experience as a Customer Service Specialist 3; 6 months supervisory experience. Preferred Qualifications Associates, Bachelors, or masters degree in business administration, communications, public administration, or related field; vocational certification in office or customer service field. Experience working in a collaborative team environment, including shared problem?solving and adapting to changing business needs. Two or more years providing public customer service, resolving complex or sensitive issues by phone and email. Experience performing administrative duties such as maintaining logs, records, and reports; processing mail and managing multi?line phone systems. Proficiency with Microsoft Office (Word, Excel, Outlook) and internet?based research. One or more years using the Washington Interactive Licensing Database (WILD) or comparable system. Knowledge of WDFW hunting and fishing regulations. Experience implementing agency policies, procedures, and business processes in a customer service center. Skill using POS systems to process customer transactions. Ability to work in a fast?paced environment requiring multitasking, prioritization, and attention to detail. How to Apply Complete the online application demonstrating how your qualifications align with the job requirements. Upload an up?to?date resume. Submit a cover letter detailing your interest, relevant skills, and why you are an ideal candidate. Provide at least three professional references with current contact information. The State of Washington Department of Fish and Wildlife is an equal opportunity employer. All qualified applicants, including veterans, spouses, people of all backgrounds, are encouraged to apply. All new employees must complete an Employment Eligibility Verification Form (I?9) on their first day. #J-18808-Ljbffr