[Hiring] Court and Program Support Customer Service Supervisor @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 Supervisor 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 lead a highly-motivated team and travel around Washington State, we encourage you to apply today!

Duties

• Lead your team in providing accurate and timely certified records and oral testimony.
• Foster a culture of accountability, collaboration, and continuous growth.
• Support employee success through coaching, clear communication, and recognition of achievements.
• Resolve complex customer issues using sound independent judgment.
• Provide technical expertise and ensure high-quality outcomes.
• Oversee quality assurance by reviewing final work, verifying accuracy, and identifying potential errors before completion.
• Equip your team with the skills, confidence, and support they need to help every Washington resident live, work, drive, and thrive.
• Build a skilled and adaptable workforce.
• Ensure accurate, timely, and consistent processing of driver and vehicle records.
• Perform all unit functions.
• Leverage expertise in the DRIVES system for compliant processing of records.
• Identify and address operational inefficiencies and system errors.
• Drive continuous process improvement by participating in Lean initiatives and proposing enhancements.

Qualifications

• Five (5) 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 four (4) years of relevant education may be substituted year for year for experience.
• One (1) year of experience leading or supervising a team.
• Two (2) years of experience working directly with stakeholders and responding to their questions or concerns.
• Three (3) years of experience using Microsoft Office programs.
• Ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion.
• Ability to promote and support a respectful, equitable, and inclusive workplace.
• Ability to take action to learn and grow.
• Ability to take action to meet the needs of others.

Requirements

• Knowledge of or experience applying complex rules, state or federal laws, and policies.
• Experience working in Next Request Portal, DRIVES, and web-based applications.
• Experience reading and interpreting a drive/vehicle record.
• Experience managing work teams through organizational change.
• 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 must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• Include the name and pronoun you would like to be referred to in your materials.