SWRO Customer Service Support (Customer Service Specialist 3) (Internal Only)

Customer Service Support (Customer Service Specialist 3)

This recruitment is open only to current Department of Ecology employees, including those on temporary or project assignments, and Ecology's Washington Conservation Corps members.

Keeping Washington Clean and Evergreen

The Department of Ecology is hiring a SWRO Customer Service Support (Customer Service Specialist 3) within the Southwest Region Office (SWRO).

Location:

• Southwest Region Office in Lacey, WA.
• Upon hire, you must live within a commutable distance from the duty station.

Schedule:

• This position is required to work in the office Monday through Friday, 8:00 a.m. to 5:00 p.m.
• After successful completion of the probationary period and with supervisor approval, this position may be eligible for up to two days of telework per week.
• Schedules are dependent upon position needs and are subject to change.

Duties

In this position, you will provide primary assistance to Southwest Region Office (SWRO) staff for region-wide events and project support while also working closely with the public to respond to inquiries and environmental concerns, resolving issues, and connecting customers with appropriate services. You will play an integral role in directing inquiries to the right resources, coordinating region-wide events and safety activities, assisting with environmental incident routing through Environmental Report Tracking System (ERTS) and State Environmental Policy Act (SEPA) processes, and helping keep daily operations running smoothly.

This work directly supports Ecology's mission by strengthening how the region responds to community needs, maintains efficient internal operations, and upholds high standards of service. In this role, you'll have opportunities to collaborate with programs across the agency, build expertise in environmental reporting systems, gain experience managing a regional fleet, and contribute to long-term projects in records management and safety coordination. With responsibilities spanning customer service, operational logistics, and cross-agency teamwork, this position is ideal for someone who enjoys variety, continuous learning, and making a meaningful impact on organizational effectiveness.

What you will do:

• Provide customer service to the SWRO and coordinate region-wide engagement activities, including staff meetings, outreach events, and production of regional project, legislative, and newsletter updates.

• Develop, manage, and improve systems that keep daily office operations running smoothly, such as coverage planning, shared workspace use, equipment availability, and routine facility tasks.

• Partner with the Region Planner, Communications Manager, and program staff to coordinate logistics, share information, and assist with major project outreach efforts.

• Assist internal and external customers by explaining agency forms, processes, and resources; mentor staff on customer service practices; and cover environmental report intake during absences of the ERTS Coordinator.

• Contribute to safety and emergency readiness by serving on agency safety committees, maintaining the SWRO Safety SharePoint site, and coordinating safety-related communication and events.

• Oversee regional conference rooms and audio/visual equipment, ensuring equipment is maintained, functional, and properly scheduled.

• Support regional fleet operations by coordinating vehicle maintenance and repairs, helping staff with reservations and reporting, providing basic electric-vehicle guidance, and driving state vehicles for servicing as needed.

• Provide reliable backup customer service support, including reception coverage, mail processing, cash/check handling, general inquiries, routing calls, and assisting staff with agency processes, following established guidelines and standards.

Qualifications

For detailed information on how we calculate experience and responses to other frequently asked questions, please visit our Recruitment website.

Required Qualifications:

Five (5) years of experience and/or education as described below:

• Experience working in an office environment providing assistance to customers regarding inquiries, complaints, and problem resolution.
• Education: college-level coursework.

Experience must include demonstrated competence in the following skillsets:

• Customer Service Ability to understand customer needs and provide clear, accurate information to help people get the services or support they need.

• Communication Ability to share information clearly in writing and verbally to ensure others understand processes, expectations, and next steps.

• Technical Skills Ability to use and troubleshoot common software, databases, and digital tools to complete daily tasks and support program operations.

• Data Accuracy Ability to enter, review, and manage information in systems to ensure records are complete, accurate, and available when needed.

• Planning & Coordination Ability to manage and organize a variety of tasks, events, and schedules to ensure work is completed on time and operational continuity.

• Problem Solving Ability to identify issues and determine practical solutions to keep work moving forward.

• Policy & Procedure Application Ability to understand and apply agency policies, guidelines, and regulations to ensure work is completed correctly and consistently.

• Customer Conflict Resolution Ability to guide customers and staff through issues to support positive outcomes and service continuity.

• Microsoft Office and Technology Proficiency- Proficiency with Microsoft Office applications, including Outlook, Word, Teams, PowerPoint, and basic Excel functions for tracking and routine tasks, with the ability to quickly learn new technologies and databases.

Examples of how to qualify:

• 5 years of experience.
• 4 years of experience AND 30-59 semester or 45-89 quarter college credits.
• 3 years of experience AND 60-89 semester or 90-134 quarter college credits (Associate's degree).
• 2 years of experience AND 90-119 semester or 135-179 quarter college credits.
• 1 year of experience AND a Bachelor's degree.
• No experience AND a Master's degree or higher.

Special Requirements/Conditions of Employment:

• Must possess and maintain a valid driver's license.

Desired Qualifications:

• Multi - Line Phone Operation Ability to answer and manage multi-line phone calls to ensure customers reach the right person quickly and accurately.

• SharePoint Proficiency Ability to use SharePoint to create documents, manage information, and support daily operations.

If you are excited about this role and meet the required qualifications, we encourage you to apply. Desired qualifications reflect additional knowledge, skills, or experience that are nice to have but not required. Studies have shown that some applicants, especially women and people of color, are less likely to apply unless they meet every listed qualification. At the Department of Ecology, we are dedicated to building a diverse and authentic workplace centered in belonging, and we welcome applicants with varied backgrounds and unique perspectives.

Supplemental Information

Ecology does not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit

Application Process

Ecology seeks diverse applicants: We view diversity, equity, inclusion, and respect through a broad lens including race, ethnicity, class, age, religion, sexual orientation, gender identity, immigration status, military background, language, education, life experience, physical disability, neurodiversity, and intersectional identities. Qualified job seekers from all backgrounds are encouraged to apply.

How to Apply

Click "Apply" at the top of this page. Complete the entire application, including full work history and responses to all supplemental questions, and attach:

• Cover letter, describing your interest in and qualifications for this position
• Resume

Because we base our selection on the information you provide, it is in your best interest to complete the application thoroughly. A resume will not substitute