Customer Service Manager & Wildlife Customer Service Liaison – Management Analyst 3 – Perm-*06573-23 – Olympia, Washington

Washington Department of Fish and Wildlife
Olympia, Washington - Thurston County
Job Category
Full time Positions
$54,492.00 - $73,260.00 Annually
Last Date to Apply
FULL-TIME/PERMANENT CUSTOMER SERVICE MANAGER & WILDLIFE CUSTOMER SERVICE LIAISON MANAGEMENT ANALYST 3 (MA3) Wildlife Program Olympia, Washington - Thurston County Develop a variety of business processes related to hunting and customer service within the Wildlife Program! Assist management in identifying process improvements to facilitate the collection of information and plan for strategic short and long term goals. Provide cross agency business coordination related to hunting licenses, permitting, and customer service. With that in mind, Picture yourself providing leadership and supervision while managing the day-to-day operations of the Customer Service work provided by the Wildlife Program. In this dynamic role you will be a conduit between program and regional customer service staff as well as other programs such as Licensing Program and Enforcement Program. You thrive on building collaboration and teamwork, conduct and lead administrative/business projects, and train Wildlife Program staff in customer service and licensing activities. We are seeking a candidate with demonstrated values matching those of WDFW: Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE). Duties: Our Customer Service Manager & Wildlife Customer Service Liaison, Manages Wildlife Program Customer Service Unit and Administrative staff: Efficiently plans, organizes, and assigns work unit and individual staff responsibilities, ensuring quality products and services are produced and deadlines are met. Reviews operating methods and procedures to identify and implement process improvements. Coordinates staff cross-training to maintain and enhance work unit performance. Manage, oversees and edits content on the Wildlife program website. Provides Agency customer service updates and process training. Supervises and manages administrative duties related to hunting activities. Trains Wildlife Program Customer Service Unit and cross trains other units as needed: Coordinates Natural Resource Building (NRB) staff cross-training to maintain and enhance work unit performance. Back-up Wildlife Program Rules Coordinator: Serves as back-up Wildlife Program lead for developing, tracking, and refining permanent and emergency WACs (approximately 50 per year) and Commission processes, ensuring the accuracy and timeliness of rule development and Commission briefings. Working Conditions: Work Setting, including hazards: Hybrid options available - office or home setting, working on computer for much of the day. Schedule: Monday - Friday 8:00 a.m. – 5:00 p.m. Work schedule may be altered by supervisor to accommodate workload while maintaining a 40-hour work week. Travel Requirements: Occasional travel for meetings and trainings. Tools and Equipment: General office equipment. Customer Interactions: Work with customers both internal and external, advisory groups, public, and vendors.
REQUIRED QUALIFICATIONS: Closely related qualifying experience may be substituted for the required education on a year-by-year basis. A Bachelor’s degree in business administration, public administration, or a related field. AND Three (3) years of experience conducting research and analyzing policies, laws, rules, or regulations. PREFERRED QUALIFICATIONS: Experience that provides working knowledge of Washington State agency budgeting and accounting to include knowledge of Office of Financial Management (OFM) regulations, governmental budget concepts, state purchasing and inventory requirements, travel regulations, LEAN, project management, the Legislative process, and the Administrative Procedures Act. Demonstrated commitment to customer service, with excellent communication skills (including proper grammar usage, spelling, punctuation, and verbal communication). Personnel management and rules including supervisory principles and techniques (lead, coach, direct, and evaluate personnel). Expert computer skills including all Microsoft Office programs. Supplemental Information Please note: Failure to follow the instructions below may lead to disqualification. In order to successfully apply for this position, you MUST complete your profile at and attach the following to your profile before completing the online application: A cover letter describing how you meet the qualifications of this position (Generic cover letter will not be accepted). A current resume. Three professional references. 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: JOIN THE WDFW TEAM: Learn about our agency and the perks of working for WDFW! The Washington Department of Fish and Wildlife has some of the most talented people in the natural resource field. We celebrate and value diversity, appreciating that a workforce composed of those from different backgrounds and experiences creates an inclusive environment, strengthens positive relationships with the local community, and brings new perspectives and approaches to fulfilling the agency’s mission. We value demonstrated skill in living WDFW values of Accountability, Service, Professionalism, Integrity, Respect, and Empathy (ASPIRE). WDFW employees may be eligible for the following: Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives (Download PDF reader), Combined Fund Drive, SmartHealth. Diversity, Equity, and Inclusion Employer VETERAN PREFERENCE NOTICE: To take advantage of veteran preference, please do the following: Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to Subject line should include recruitment number, position, and Vet (for example: #10155 Biologist 1 – Veteran) Include your name as it appears on your application in MILITARY SPOUSE PREFERENCE NOTICE: To take advantage of military spouse preference, please do the following: Notify us of your military spouse status by email at Subject line should include recruitment number, position, and MS (for example: #10155 Biologist 1 – MS) Include your name as it appears on your application in Note: Please blackout any PII (personally identifiable information) data such as social security numbers. For further information, please contact us at 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. Persons needing accommodation in the application process or this announcement in an alternative format may call (360) 902-2276 or the Telecommunications Device for the Deaf (TDD) at (800) 833-6388. If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or Follow us on social media: LinkedIn | Facebook | Instagram kd
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