Customer Service Specialist 2 - Licensing Division - 4 Positions - Non-Permanent - 2026-09347

State of Washington; Olympia (WA); Hybrid; USD 42,000 - 54,000; Full time

Job summary

State of Washington's Licensing Division seeks a Customer Service Specialist 2 in Olympia. hybrid/telework may be available; in-person meetings required as needed. The role supports licensing, sales, and customer inquiries with a focus on accuracy and service quality.

The position is full-time for 12 months with possible continuation based on program needs. Candidates should be ready to work onsite and collaborate with agency staff to deliver reliable licensing services.

Qualifications

• Front-line customer service experience.
• Ability to interpret licensing rules and procedures.
• Strong data entry and record-keeping skills.

Responsibilities

• Assist customers with inquiries related to agency programs, rules, laws, and procedures.
• Update and maintain quality customer profiles in WILD.
• Process license sales and related documents for front counter, internet, and phone orders.
• Respond to licensing email and phone inquiries accurately and timely.

Skills

Customer service

Data entry

Communication

Tools

WILD system

Licensing databases

Job description

Classification-Customer Service Specialist 2

Number of Vacancies- Four (4) Positions

Job Status- Full-Time/Non-Permanent

Appointment Length- 12 Months –January 1, 2027 - December 31, 2027

WDFW Program- Information Technology Services – Licensing Division

Duty Station- *Olympia, Washington – Thurston County

*Hybrid/Telework- These positions may offer a hybrid work schedule on a case-by-case basis. The selected candidates must be available to work onsite for in-person meetings and to meet business needs.

Learn more about being a member of Team WDFW!

Photo Caption – Baby raccoons – Photo Credit: Kristen Hartshorn

The mission of the WDFW Licensing Division is to provide quality services and be an active partner with businesses, communities, and the public participating in or inquiring about commercial and recreational fishing, hunting, and wildlife viewing opportunities in Washington State.

As front-line representatives, these positions play a key role in assisting customers with inquiries related to agency programs, rules, laws, and procedures.

These roles act as a liaison between community members and WDFW staff, ensuring accurate information is communicated and services such as license sales are processed efficiently.

WHAT TO EXPECT:

Among the varied range of responsibilities held within these roles, these positions:

Manages Quality Customer Profiles.

• Uses the Washington Interactive Licensing Database (WILD) system and associated applications to complete timely updates, corrections, and maintenance of quality customer profiles.
• Completes data updates to customer profiles routinely using information obtained from customers, and WILD database.
• Tracks, completes, and adds a correspondence in customer's profile as required. Communicates customer profile targets, strengths, and challenges to their supervisor. Works with supervisor to reach expected customer profile targets.

Responds to Public and Agency Correspondence and Communications.

• Provides information about recreational sales and miscellaneous items orders, rules, regulations, refunds, or other general questions regarding use of recreational documents and licensing related activities.
• Processes the Licensing Division's mail on a daily basis, responds to Licensing Email in an accurate and timely manner, reports, makes recommendations, and assists Supervisors with the summarization and documentation of strengths and challenges received from the public, for analysis and review for system, application, and communication improvements.

Completes and Processes Licensing Sales.

• Addresses customer inquiries related to recreational license sales and acquisitions using processes, WDFW fishing and hunting pamphlets, and WDFW website.
• Uses Licensing applications to complete front counter, internet and telephones sales, printing and fulfillment of recreational documents, and other miscellaneous items.

Assists with Call Center Support and Development.

• Responds, and provides appropriate assistance to general customer inquiries using the WDFW website, WDFW rules and regulations, fishing and hunting pamphlets, and associated processes.
• Respondsto customer calls courteously and professionally. Guides customers to the appropriate programs as needed.

Performance Measures and Customer Service Goals.

• By utilizing unit’s manual and following the processes provided to complete Recreational unit’s tasks, works toward meeting both personal and unit’s goals.
• Responsible for assisting supervisor with the development, establishment, maintenance, implementation, and completion of activities and priorities for the work unit.

Administrative Support and Security Management.

• Interprets and applies laws, regulations, rules, policies, and procedures in the resolution of licensing inquiries, complaints, problems, revenue adjustments, and of other tasks associated with this position.
• Maintains a level of expertise in licensing rules, regulations, policies, procedures, legislation, and technical expertise in automated licensing applications.

Processes Sales and Addresses In