[Hiring] Customer Service 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 Driver and Vehicle Records (DVR) unit is seeking to hire a strong and people-centered leader, with good communication skills, to join their team as 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, we encourage you to apply today!

Duties

• Support staff capability and knowledge through training, coaching, accessible reference materials, and department programs.
• Reinforce standardized procedures and communication practices to support operational consistency.
• Ensure compliance with applicable laws and policies governing system.
• Ensure consistent interpretation of complex driver licensing laws, regulations, and policies to provide accurate guidance for staff, customers, and stakeholders.

Qualifications

• Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Four (4) years of relevant education may substitute year for year for experience.
• Experience must include the following:
• One (1) year of experience providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers using plain talk language.
• One (1) year of experience applying complex rules, state or federal laws, and policies or procedures to answer, explain, or resolve customer complaints or inquiries.
• Six (6) months of experience working in a lead or supervisory capacity, working on tasks that require elevated responsibilities.
• Two (2) years of experience using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow.
• Take action to meet the needs of others.

Requirements

• Must be able to travel to our Olympia office once per month and to meet business needs.
• Prior to a new hire, a background check including criminal record history will be conducted.
• Verified reliability and malfeasance check for previous five years of employment.
• An acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment.
• You will have the capability to review and challenge any record through the FBI.

Benefits

• DOL is committed to the full inclusion of all qualified individuals.
• We will take the steps to ensure that people with disabilities are provided reasonable accommodations.

How to Apply

• Select the Apply button at the top of this job announcement.
• Incomplete applications may disqualify you from eligibility for the position.
• 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.