Salary : $45,024.00 - $60,132.00 Annually Location : Thurston County - Lacey, WA Job Type: Agency Internal - Permanent Job Number: 2025-06004 Department: Parks and Recreation Commission Opening Date: 08/27/2025 Closing Date: 9/3/2025 5:00 PM Pacific Salary Information: The high end of the salary range, Step M is typically a longevity step Description Washington State Parks and Recreation Commission Job Title: Program Specialist 2 Location: Lacey, WA Closes: September 3rd, 2025, at 5 p.m. PST Position Status: This is a permanent position. This opportunity is internal and available to current Parks employees only. About this position: This position serves as an expert for the agency's statewide centralized customer service team and discount pass and permit programs. Serving as a part of a team that provides comprehensive agency knowledge serving both internal staff and park visitors. We connect all Washingtonians to their state parks. Serving as the public point of contact, this position is responsible for the collection and dissemination of agency questions, comments and complaints. Information Center staff provide reception and sales of Parks products in the agency's headquarters building and agency publications and brochures for internal and external groups and individuals. This position has the ability to work independently and in a team to gather and document statewide information about specific parks, programs, services, rules and laws to provide accurate and current information to internal and external groups and individuals. This position is not eligible to telework, as physical on-site presence is required to perform essential functions. Join our dynamic team in a high-volume, fast-paced office environment where no two days are the same! This role is at the hub of our operations, providing front line support by answering phones and responding to emails and mail correspondence. We assist customers with information about 120+ Washington State Parks. You will also provide reception duties and play an important role in the Discount Pass and Permit programs. Our team is dedicated to delivering excellent customer service to both internal colleagues and the public, making this an exciting opportunity to grow your skills while making a real difference. Whether you are beginning your career or looking to continue your journey with Parks, this position offers a rewarding way to be a part of something bigger. Duties Duties include, but are not limited to: Discount Pass and Permits Programs:
- Serves as an expert on all discount passes (Disabled Veteran pass, One- and Five-year Disability pass, Off Season pass, Senior Limited Income and Foster Family pass) and permits (Annual Boat Moorage permit and Natural Investment permit) programs.
- Evaluates applications containing confidential information for discount pass eligibility; verifies information contained in the application utilizing various resources to determine qualification; and interprets sensitive documents presented to demonstrate eligibility.
- Manages program participation to include issuing, tracking, inventorying, mailing passes and permits and maintaining participant records in a database.
- Offers in-person, phone, and email consultation; provides technical assistance for current and prospective program participants from diverse backgrounds. Explains complex program issues in a clear and easy to understand manner.
Information Center and Centralized Agency Customer Service:
- Provides centralized customer service for the agency via Information Center and headquarters reception.
- Serves as an expert in statewide agency programs, resources, rules, and properties.
- Acts as a liaison between field and headquarters staff, serving as an internal expert on Park rules, reservation system, internal agency functions, and key points of contact.
- Provides education on visiting State Parks, park rules, and the agency's mission.
- Responsible for the Information Center call-center, email inboxes, voicemail and in-person customer inquiries; Communicates in a clear, concise, accurate and customer-friendly style.
Additional Duties:
- Mails State Parks brochures and other information when requested.
- Orders bulk request of the agency's primary brochures.
- Periodically reviews agency information for consistency and accuracy and reports any suggested web edits according to the website's governance process.
QualificationsREQUIRED QUALIFICATIONS:Option 1:
- Four (4) years of customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence and familiarity with computers and Microsoft Office programs including Access, Outlook and Teams.
Option 2:
- An Associate's degree and two (2) years of customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence and familiarity with computers and Microsoft Office programs including Access, Outlook and Teams.
Option 3:
- A combination of college-level education and customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence that equals up to four (4) years and familiarity with computers and Microsoft Office programs including Access, Outlook and Teams.
A Successful Candidate will also have the Knowledge, Skills, and Abilities to:
- Communicate effectively both orally and in writing.
- Follow protocol and work in compliance within the agency's interpretation of laws.
- Keep confidential records secure.
- Work with a highly diverse customer base.
- Working knowledge of Washington State Parks websites, programs, services, and laws.
DESIRED QUALIFICATIONS:
- Knowledge of Washington State Parks and Recreation Commissions' website, programs, and services.
- Ability to solve simple mathematical equations.
Requirements:Working Conditions: Working environment is a busy office setting. Varying degrees of activity occur in the common lobby area during working hours; most tasks will involve sitting at a desk and working on a computer. Must be able to work amid distraction. Supplemental Information How to apply: Only candidates who reflect the minimum qualifications on their NEOGOV profile will be considered. Failure to follow the application instructions below may lead to disqualification. To apply for this position, you will need to complete your profile which includes three professional references and attach:
- A cover letter that specifically addresses how you meet the qualifications for this position
- Current resume
To take advantage of veteran preference, please do the following:
- Attach a copy of your DD214 (Member 4 long-form copy), NGB 22, or USDVA signed verification of service letter.
- Please black out any PII (personally identifiable information) data such as social security numbers. Include your name as it appears on your application in careers.wa.gov.
- For more information on Veteran's Preference and instructions on how to check your eligibility, click
About Parks: Want to join a great organization? The Washington State Parks and Recreation Commission manages one of the largest, most diverse--and most beautiful-parks systems in the country. With more than 120,000 acres, the system includes 124 developed parks, including 19 marine parks, 11 historical parks, 35 heritage sites, 13 interpretive centers and approximately 500 miles of long-distance recreation trails. Parks is staffed with nearly 1,000 employees (summers), who are some of the most passionate employees you'll find anywhere. For more information on Washington State Parks, click . Note: This position is covered by the Washington Federation of State Employees (WFSE). Once the listed position(s) is(are) filled, this recruitment announcement may also be used to fill additional position(s) for up to sixty (60) days. Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment. Diversity Policy Statement: The Washington State Parks and Recreation Commission is an equal opportunity employer. We strive to build a workplace culture that is welcoming and inclusive in which all employees feel respected and empowered to bring their unique ideas to the agency. At State Parks, we believe that embracing diverse backgrounds and experiences is essential to growing a strong workforce. We encourage applicants underrepresented in natural resources and outdoor recreation fields to apply, including but not limited to women, Black, Indigenous and people of color (BIPOC), individuals with disabilities, neurodivergent individuals, disabled and Vietnam era veterans, persons over 40 years of age, and individuals who identify as a part of the 2SLGBTQ+ community. Persons needing accommodation in the application process or this job announcement in an alternative format may contact the human resources office at (360) ###-####. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-###-####. For information about this recruitment or Parks hiring process, please contact Jenee Kramer at or (360) ###-####. For information about this position and job duties, please contact Kerri Dennis at or (360) ###-#### All applicants with a k in the United States are encouraged to apply. to receive a list of new job postings at Parks. More than Just a Paycheck! Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation. We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs. Read about our benefits: The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time. Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits. Insurance Benefits Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state. Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts. To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs. Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses. Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction. The Washington State Employee Assistance Program promotes the health and well-being of employees. Retirement and Deferred Compensation State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site. Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options. Social Security All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system. Public Service Loan Forgiveness If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program. Holidays Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year. Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information. Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave. Sick Leave Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday. Vacation (Annual Leave) Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave. Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday. As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165. Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave. Military Leave Washington State supports members of the armed forces with 21 days paid military leave per year. Bereavement Leave Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave. Additional Leave Leave Sharing Family and Medical Leave Act (FMLA) Leave Without Pay Please visit the State HR Website for more detailed information regarding benefits. Updated 07-21-2025 01 Are you a current WA State Parks employee?
02 I acknowledge that this position is not eligible to telework, as a physical on-site presence is required to perform essential functions.
03 Which best describes how you meet qualifications for this position?
- I have four (4) years of customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence and familiarity with a computer and Microsoft Office programs including Access, Outlook and Teams.
- I have an associate's degree and two (2) years of customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence and familiarity with a computer and Microsoft Office programs including Access, Outlook and Teams.
- I have a combination of education and customer service experience in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and mail correspondence that equals up to four (4) years and familiarity with a computer and Microsoft Office programs including Access, Outlook and Teams.
- I have none of above experience.
04 Please list the major/focus of your college degree. If this does not apply, enter N/A . 05 Which best describes your experience working with community partners such as consultants, construction and compliance inspections?
- I have 1 - 11 months of this experience.
- I have 12 - 23 months of this experience.
- I have 24 - 35 months of this experience.
- I have 36 - 47 months of this experience.
- I have 48 months or more of this experience.
- I have none of this experience.
06 Which best describes your experience providing education on State Parks rules?
- I have 1 -11 months of this experience.
- I have 12 - 23 months of this experience.
- I have 24 - 35 months of this experience.
- I have 36 - 47 months of this experience.
- I have 48 months or more of this experience.
- I have none of this experience.
07 Please explain in detail any customer service experience you have in a high-volume setting answering phone calls and answering customer inquiries in-person, by email, and/or mail correspondence. If this does not apply, type N/A . 08 Which best describes your familiarity with a computer and Microsoft Office programs such as Access, Outlook and Teams?
- I have little or no experience.
- I have experience under direct supervision.
- I am skilled and have used it independently.
- I am an expert, and I have trained or led others (3 or more years of experience).
09 Which best describes your experience evaluating, verifying, and interpreting sensitive documents and information?
- I have 1 - 11 months of this experience.
- I have 12 - 23 months of this experience.
- I have 24 - 35 months of this experience.
- I have 36 - 47 months of this experience.
- I have 48 months or more of this experience.
- I have none of this experience.
10 Which best describes your experience serving as an expert in programs, rules, processes, and/or resources?
- I have 1 - 11 months of this experience.
- I have 12 - 23 months of this experience.
- I have 24 - 35 months of this experience.
- I have 36 - 47 months of this experience.
- I have 48 months or more of this experience.
- I have none of this experience.
11 Do you have knowledge of WSPRC's website, programs, and services?
12 Do you have the ability to solve simple mathematical equations?
13 This position requires a fingerprint criminal background investigation prior to employment. 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. Are you willing to undergo a criminal background check as a condition of employment?
Required Question
