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

State of Washington; United States; Hybrid; USD 42,000 - 62,000; Full time

Job summary

State of Washington Department of Fish and Wildlife is seeking Customer Service Specialist 2 positions in Olympia, WA. These roles handle licensing inquiries, process sales, maintain customer profiles, and respond to public questions, with a hybrid work option available on a case-by-case basis and mandatory onsite meetings when needed.

Ideal candidates will have a high school diploma or GED and at least six months of customer service experience.

Qualifications

• High school diploma or GED.
• Six (6) months of customer service experience, which includes the assistance of clients/customers regarding inquiries, complaints, or problems.

Responsibilities

• Manages Quality Customer Profiles using the WILD system to update and maintain profiles.
• Responds to public and agency correspondence, providing information on licensing, rules, and procedures.
• Completes and processes licensing sales across front counter, internet, and telephone channels.
• Assists with call center support and development by handling general inquiries and guiding customers to appropriate programs.
• Aims to meet unit and personal performance targets in customer service tasks.

Skills

Customer service

Education

High school diploma or GED

Tools

WILD System

Job description

Posting number: 2026-09347

Department: Dept. of Fish and Wildlife

Job classification: CUSTOMER SERVICE SPECIALIST 2

Posting type: Open & Promo

Categories: Public Relations, Natural Resources, Customer Service, Office and Administrative Support, Retail

Summary

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.

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.

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.
• Responds to 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 Inquiries for Miscellaneous Sales Items

• Ensures methods, procedures, rules, regulations, and standards are implemented and communicated accurately to staff, regional offices, and the public for all associated sales items.
• Staff will utilize WDFW fishing and hunting pamphlets, WDFW website, rules and regulations, to address customer inquiries regarding special hunt, raffles, multi-season, and incentive drawing purchases.

Processes Customer Requests for Refunds and Adjustments Using Process Provided

• Completes appropriate forms associated with revenue adjustments, and requests refunds and exchanges for customers based on the rules, regulations, and state law.
• Ensures refunds are provided in timely manner and for verification that refunds have been processes by Revenue and Statistic unit.

Working Conditions

• Work setting: Duties are performed in an office setting. This position requires extensive computer use and sitting.
• Schedule: Typically, Monday - Friday, 8:00 AM - 5:00 PM, 40 hours per week. The standard work schedule includes the potential for occasional evening or weekend work as needed. Alternative schedules may be considered based on business needs.
• Travel requirements: Employees may be required to attend trade shows, fair events, or a WDFW authorized dealer.
• Customer Interactions: The employee may be called on to respond to a variety of customer requests while working alone and managing multiple projects. The employee must be able to access and read reference materials when answering external customer questions and completing internal customer administrative requests.

QUALIFICATIONS

Required Qualifications

• High school diploma or GED.
• Six (6) months of customer service experience, which includes the assistance of clients/customers regarding inquiries, complaints, or problems.

Preferred Qualifications

• Associate’s, Bachelor’s, or Master’s degree, or vocational certification.
• Experience using the Washington Interactive Licensing Division (WILD) System.
• Working knowledge of the Washington Interactive Licensing Database (WILD) Business Rules and Requirements.
• Experience responding to inquiries related to WDFW Hunting and Fishing Regulations.
• Experience implementing WDFW Licensing Division Policies and Procedures.
• Experience utilizing WDFW Licensing Division fulfillment and distribution channels for Recreational Customer Service Center, Dealer, and Commercial Units.
• Experience with Internet Point of Sales & Point of Sales Application to complete customer sales.
• Experience utilizing and implementing Customer Service Center Processes and Procedures.

SUPPLEMENTAL INFORMATION

In addition to pay and other special employee programs, there are other benefits that WDFW employees may be eligible for.

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

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.

Veteran and Military Spouse Preference Notice

Per RCW 73.16.010 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 [e-mail].
• 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 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.

Request an accommodation

• Persons needing accommodation in the application process or this announcement in an alternative format please contact Jayme Chase by phone [phone] or email [e-mail], or the Telecommunications Device for the Deaf (TDD) at 800-833-6388.

Technical Difficulties

If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at [phone] or [e-mail].

Other questions

If you have other questions regarding this position, please reach out to [e-mail] and reference job #2026-09347.