Customer Service Specialist 3 (In-Training)
AGRICULTURE - A Cornerstone of Washington's Economy
The Washington State Department of Agriculture has been serving the state for more than 100 years. Through service, regulation and advocacy, we keep agriculture viable and vital in Washington State, while protecting consumers, public health, and the environment. We work extensively with farmers and ranchers, but our responsibilities – from ensuring food safety to environmental protection – touch the lives of millions of people locally, nationally, and abroad.
The agency includes 780 employees approximately and grows close to 1,000 employees at the peak of seasonal work. To learn more and view additional openings, please visit our Employment Page.
For more information about the Washington State Department of Agriculture, visit us at www.agr.wa.gov
Note: This position will be located at the NRB Headquarters building located in Olympia for up to 12 months, and may be eligible for a flexible/hybrid schedule.
ABOUT THE POSITION: The Pesticide Management Division within the Department of Agriculture protects the public's interest, health, and welfare of the people of the state of Washington by providing cost efficient and effective services for the regulation of pesticides, dairy nutrient management , and fertilizers. Within the Pesticide Management Division, the Licensing and Recertification Program oversees the licensing and continued certification of pesticide applicators, consultants, dealer managers, and pest inspectors.
This position serves as a Customer Service Specialist (CSS) in the Licensing and Recertification Program and directly reports to the Licensing Administrator. The Customer Service Specialist facilitates the processing of pesticide licenses while ensuring applicants meet all legal requirements. This position provides the regulated community with the information needed to comply with pesticide laws, rules, policies, and procedures, as well as, independently resolving complex pesticide licensing issues, general complaints, and inquiries while maintaining confidentiality. This position also acts as a liaison between WSDA, licensing clients, the general public, and regulatory state agencies on complex pesticide licensing, recertification, and compliance issues.
The Customer Service Specialist serves as a senior specialist and trains lower level staff in pesticide licensing laws, rules, policies, and procedures and must have a general understanding of the Federal Certification and Training Rule, the Federal Insecticide, Fungicide, Rodenticide Act, and other Federal and State Laws regulating pesticide applicators, consultants, dealers, and structural pest inspectors.
This is an in-training opportunity and may be hired as a Customer Service Specialist (CSS) 2 or 3, depending on qualifications.
If hired at the CSS 2 level the incumbent will be required to successfully complete the training plan to promote to the next level of the series until the goal class of Customer Service Specialist 3 is reached.
Salary ranges for these levels are:
Customer Service Specialist 2: $35,148 - $45,504 annually
Customer Service Specialist 3: $36,804 - $47,844 annually
Duties
Some of what you'll do:
- Explains and interpret complex regulations, policies, forms, and other informational material to the regulated community and general public.
- Provides technical training through presentations and direct communications for clients, agency staff, and the public on general licensing and recertification requirements.
- Responds via email and phone to licensees regarding recertification inquiries including online classes, credit, and course information.
- Prepares and reviews reports from the licensing and recertification database; and analyzes data for accuracy. Assesses data entry errors to determine needs for process changes.
- Independently works with fiscal staff in handling and processing all internal agency payment and interagency journal vouches for the licensing program
- Provides any necessary fiscal-related training to other PMD staff that collect money for pesticide licensing activities.
- Conducts pesticide licensing exam sessions based on the program's established schedule, in coordination with other program needs, and as needed.
- Calculates and accepts licensing and testing fees, processes licensing and testing fee payments, and issues receipts in accordance with agency fiscal procedures and policies
- Establishes, updates, and manages electronic and paper files for licensees while maintaining confidentiality.
- Reviews and processes all new applications for pesticide licensing and requests for changes to existing licenses from individuals and businesses, including pest control and landscape, companies.
- Documents payments, update records in multiple databases, and file applications according to program standards.
Qualifications
CSS 2 (In-Training) to CSS 3 Requirements:
- High school diploma or equivalent.
- 2 years' experience providing assistance to customers regarding inquiries, complaints, or problems.
- Ability to use a computer, telephone, and other office equipment.
- Demonstrate ability to communicate well in writing and verbally.
- Ability to multi-task in a fast-paced work environment
- Ability to follow highly specific directions and perform detailed data entry efficiently with great accuracy.
- Ability to alphabetize large volumes of records correctly and efficiently.
CSS 3 Requirements:
- High school diploma or equivalent.
- 2 years experience providing assistance to customers regarding inquiries, complaints, or problems.
- Ability to use a computer, telephone, and other office equipment.
- Demonstrate ability to communicate well in writing and verbally.
- Ability to multi-task in a fast-paced work environment
- Ability to follow highly specific directions and perform detailed data entry efficiently with great accuracy.
- Ability to alphabetize large volumes of records correctly and efficiently.
- One year experience as a Customer Service Specialist 2 in the Licensing and Recertification Program where all aspects of the position have been met.
Desired Qualifications:
- Associate degree and two years of experience working with customers regarding inquiries, complaints, or problems.
- Knowledge of pesticide/SPI licensing regulatory requirements is helpful, with the ability to effectively communicate legal requirements to customers.
- Experience processing large amounts of complex paperwork with multifaceted payments, high volumes of data entry, and familiarity with processing professional licenses is strongly preferred.
- Ability to communicate with customers in Spanish.
Supplemental Information
How to Apply:
You must complete your careers.wa.gov profile and answer the supplemental questions. In addition to completing the online application, and supplemental questions applicants must attach the following documents to their profile to be considered for this position:
- A letter of interest to describe why you are the best candidate and how you meet the specific qualifications for this position.
- Current resume detailing experience and education
- Please include 3 professional references in the application or as an attachment
By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed.
Applications with comments "see attachments" will be considered incomplete.
If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524- 5627 or email support@neogov.com.
Should you have any questions regarding this position or the online application, contact the Human Resource Office at (360) 902- 2020 or Recruitment@agr.wa.gov.
Prior to a new appointment into the Department of Agriculture, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
The initial screening will be solely based on the contents and completeness of your application and the materials submitted. All information may be verified, and documentation may be required. Applications received via e-mail will not be accepted in lieu of applying through the state's on-line recruitment system.
The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.
COVID-19 VACCINATION:
Pursuant to Washington State Governor Inslee’s Proclamation on August 9, 2021, all employees who work for the Washington State Department of Agriculture must be fully vaccinated against COVID-19 by October 18, 2021. Proof of fully vaccinated status against COVID-19 must be shown to WSDA’s human resource office prior to employment.
Veteran's Preference: Applicants who meet the minimum qualifications and wish to claim Veteran's Preference MUST attach a copy of their DD214, or other verification of military service. Please blackout any personally identifiable data such as social security numbers. For additional information on Veteran's Preference and guidance on how to determine if you are eligible, click here.
Military Spouse Preference: To take advantage of military spouse preference, you will have an opportunity to identify your status in the questionnaire. We thank you and are grateful for your service!
The Department of Agriculture celebrates our differences, and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.
Persons with a disability, who need assistance with their application or need this announcement in an alternative format, may call 664-1960 or toll free (877) 664-1960. TTY users should first call 711 to access the Washington Relay Service.