Customer Service Specialist 4

Customer Service Specialist 4

The Licensing Division acts as WDFW's 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 in the Licensing Division, 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.

What to Expect:

Management and Supervision of Staff:

Work closely with Customer Service Specialist 3 to ensure completion of daily workload of the unit

Maintain a high level of expertise in licensing rules, regulations, policies, procedures, and legislation.

Maintain expertise and knowledge in all technical platforms used by the unit to utilize in the resolution of licensing inquiries, complains, problems, revenue adjustments.

Communicate and hold staff accountable to unit and division expectations.

Document, communicate issues or concerns with staff while following union and agency guideline and policies to resolve personnel issues relating to staff conflicts, absenteeism, performance issues, etc.

Conduct monthly one-on-ones with staff to mentor them on issues, expectations and communicate upcoming unit goals and changes. Also conducts timely and meaningful employee performance evaluations on a yearly basis following agency guidelines.

Participate as a lead in making recommendations regarding methods for improving practices and addressing customer service challenges.

Maintain unit manuals and processes.

Performance Management & Unit Goals:

Work with Customer Service Manager to develop, track, analyze and report expected unit performance measurement standards and workflow deadlines.

Work with Customer Service Manager to monitor and assist in development of unit projects and deadlines.

Responsible for meeting performance measurements and workflow deadlines and communicating these to the Customer Service Manager monthly.

Management and Supervision of After-Hour Call Center:

Responsible for providing initial and on-going training with the Call Center.

Review and analyze the Call Centers work by reviewing reports, phone calls and tickets and report findings to the Customer Service Manager.

Communicate to the Call Center any information needed to ensure they can assist customers.

Work with the Customer Service Manager to ensure the contract is being followed and provide any information needed.

Training and Onboarding Staff:

Work closely with other Customer Service Specialist 3 in the development of new hire training packets and training schedules.

Work closely with Customer Service Specialist 3 in training of permanent staff.

Working Conditions:

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