Description

At Department of Licensing (DOL), we work hard to create a culture where employees feel valued and respected. 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.

Customer Service Specialists are able to work directly with and for the residents of Washington state to help ensure problems get solved. The Department of Licensing is 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 Washingtonians and collect nearly $3.3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive and we are committed to ensuring every resident has equitable and meaningful access to our services.

Duties

As the Customer Service Specialist, you will be in a key leadership position in the Record Support Unit. In this position you will be responsible for escalated customer service issues and serve as the Subject Matter Expert in various processes in the unit. You will provide training and use your technical expertise to aid the unit while safeguarding quality, accuracy, and timeliness of record updates. You will be part of a unit that is composed of the Record Response and Out of State teams. Your daily focus will require an ability to understand driver records and take deep dives into information to find and resolve issues for residents. Both teams serve as the first line of contact for the Licensing Services Offices, and update customer records using DRIVES in accordance with state and federal laws, rules, policies, and procedures.

Some of what you will do:

• 
  Train and mentor new and existing staff while evaluating and assigning daily workloads to CSS2 staff within the unit.
• Analyze escalated customer service and technical issues brought forward by CSS2s, supervisors, and management.
• Respond to inquiries and resolve complex problems due to a variety of discrepancies and conflicting data within the Problem Driver pointer System (PDPS) and the State Pointer Exchange Services (SPEXS).
• Support field staff and other units with customer service issues including Driver accounts, indicators, credential issuances, legacy conversion, and pointer updates.
• Review and verify AAMVA generated reports for accuracy and updating records when applicable including submission of tickets on behalf of the unit.
• Identify and recommend system changes and corrections.

Qualifications

What you will bring:

• 
  Three (3) years of combined relevant education and experience aiding clients/customers regarding inquiries, complaints, or problems. Experience should include 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 using Microsoft Office Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, or OneNote.
• One (1) year of experience applying complex rules, state or federal laws, and policies or procedures to analyze advise, answer, explain or resolve customer issues.
• Six (6) months working in a lead or supervisory capacity. This does not require a title of lead or supervisor and could be experience working on tasks that require elevated responsibilities and could include assigning and/or reviewing work, providing instruction and guidance to staff.

What may help set you apart:

• Experience creating training curriculum to include developing learning objectives and designing training materials to a diverse audience of frontline customer service professionals.
• Experience with Drivers licensing, AAMVA process such as SPEXS, PDPS, SAVE, USPVS, and State to State.

Additional Conditions of employment:

• Must prove US Citizenship and pass federal suitability to include a malfeasance check on employee for past 5 years.
• Per Governor Inslee’s Directive 22-13.1, state employees must be fully vaccinated effective November 4, 2022. Providing proof of being fully vaccinated is a condition of employment and your vaccine status will be verified prior to starting work. Being fully vaccinated means two weeks after you have received the second dose in a two-dose series of a COVID-19 vaccine or a single-dose COVID-19 vaccine authorized for emergency use, licensed, or otherwise authorized or approved by the U.S. Food and Drug Administration or listed for emergency use or otherwise approved by the World Health Organization. Please reach out to the HR Office at 360-902-4000 if you need information on medical or religious accommodation.
• 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.
• 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

Make a difference. Join our team!

How to Apply:
Select the “Apply” button at the top of this job announcement. Please include three (3) professional references. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" will be considered incomplete and may lead you to being ineligible.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

A paycheck is just part of a total compensation package. We offer some of the nation’s best benefits which include:

• Medical, dental and vision insurance
• Life, accidental death, and dismemberment insurance
• Long-term disability insurance
• Retirement
• Social security
• Vacation, leave and holidays
• Flexible spending account
• Dependent care assistance
• Other insurance
• Flexible schedule
• Deferred compensation
• Special employee programs

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.