[Hiring] Court and Program Support Customer Service Specialist @State of Washington

Role Description

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Equity | Inclusion. At the Department of Licensing (DOL), we recognize the importance of work-life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government.

Our Court & Program Support Unit is seeking to hire a detail-oriented, organized, and collaborative Customer Service Specialist to join their team. We are one of the most public-facing state agencies and the second largest revenue-generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

If you are looking for an opportunity to support a highly-motivated team and travel around Washington State, we encourage you to apply today!

Duties

• Deliver non-biased oral testimony in a court of law verifying the accuracy of driver and vehicle records.
• Communicate clearly, confidently, and professionally, both verbally and in writing.
• Partner with attorneys and court personnel to prepare for legal proceedings and respond to inquiries.
• Represent the agency with professionalism and act as a credible witness in judicial settings.
• Ensure court testimony accurately and clearly explains driver and vehicle record actions in accordance with applicable laws.
• Use effective communication with attorneys to establish the scope of each testimony, receive status updates, and coordinate appearances based on priority.
• Maintain custodian of record responsibilities for Washington State district, municipal, superior, and federal courts.
• Ensure documentation required for court testimony and travel accommodations are complete, accurate, and policy compliant.

Qualifications

• Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Experience should include providing assistance or customer service in person, writing, and/or by phone.
• Up to two (2) years of relevant education may be substituted year for year for experience.
• One (1) year experience using Microsoft Suite software.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers.
• The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion.
• The ability to promote and support a respectful, equitable, and inclusive workplace for all employees.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Requirements

• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures.
• Experience working in DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies, and procedures.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings and/or remote testimony using electronic platforms.
• Knowledge/Experience providing oral testimony in court or similar situations.

Benefits

• Must be able to travel statewide with occasional overnight stays.
• Prior to a new hire, a background check including criminal record history will be conducted.
• DOL is committed to the full inclusion of all qualified individuals and will provide reasonable accommodations.

How to Apply

• Select the Apply button at the top of this job announcement.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
• Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• You are welcome to include the name and pronoun you would like to be referred to in your materials.