Customer Service Lead (CSS3)

Description

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

As the Customer Service Lead, you will play a key role in supporting the Driver and Vehicle Records (DVR) team by coaching and training Customer Service Specialists, holding them accountable, and helping to drive their success. In this role, you will serve as a trusted resource, acting as the first point of contact for questions and support, while also handling middle-tier escalations with confidence and professionalism. You will take the lead in developing clear, effective job aids, staying ahead of updates and changes within the Department of Licensing (DOL), and building a strong, accessible training library that supports consistent and efficient work processes. Through your leadership and dedication, you will directly contribute to our purpose of helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

• 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

What you will bring to the role:

• Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

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 polices 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.

What may help set you apart:

• One (1) year of experience interpreting complex rules, laws and policies or procedures and applying to business practices.
• Experience using various functionalities with DRIVES.
• Experience providing clear, concise verbal and written guidance on complex policies or procedures to staff, customers, or stakeholders.
• Experience managing and navigating work teams through organizational change.

Additional Conditions of employment:

• 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. 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.
• Verified reliability and malfeasance check for previous five years of employment.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.
  
  

Supplemental Information

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!

• Select the Apply button at the top of this job announcement.
• Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions and attachments, are completed in full.

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. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice
To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.