[Hiring] Court and Program Support Lead @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 an adaptable, people-centered leader to join their team as a Customer Service Lead. 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

• Travel statewide to deliver non-biased oral testimony in a court of law regarding the accuracy of driver and vehicle records.
• Prepare for testimony each week, assign workloads, and evaluate and respond to complex driver, vehicle, and vessel records.
• Train a team of customer service specialists to develop their skills on how to testify in a court of law.
• Conduct mock trial practices and train staff on how to read and interpret court records.
• Provide positive guidance to staff in high-stress situations.
• Use various databases to review, establish, update, and/or correct driver, vehicle or vessel records and reports.
• Identify on the job training needs and make recommendations to unit Supervisor.
• Provide technical guidance and support to staff.
• Coordinate and lead cross-training on unit processes.
• Train and mentor new and current CSS2s in the unit on aspects of customer service and problem resolution.
• Track all information regarding assigned court trials, ensuring the accuracy of information entered.
• Provide accurate driver and vehicle record requests to the public, court systems, law enforcement, and other stakeholders.
• Review and enter all subpoena information regarding assigned court trials into DRIVES.
• Disseminate subpoenas received from defense attorneys, prosecutors, and other officers of the court based on location of trial and designated zones.
• Conduct initial review of all subpoenas received to ensure it is a service the department provides.

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 substitute year for year for experience.
• One (1) year of 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.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Take action to learn and grow.
• Take action to meet the needs of others.

Requirements

• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures.
• Six (6) months of experience leading a team or being in a lead role.
• Experience working in DRIVES, user interfaces, web-based applications, and retrieving/updating data.
• Experience reading and interpreting a driver and vehicle record.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings.
• 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.

Company Description

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans.