Customer Service Specialist (CSS2)

Customer Service Specialist

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 Customer Service Specialist that is able to multi-task and has excellent verbal and written communication skills. 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 join a highly motivated team, we encourage you to apply today!

As a Customer Service Specialist for our Driver and Vehicle Records (DVR) program, you'll use your excellent communication skills, attention to detail, and technical aptitude to maintain accurate driver and vehicle records. Working with Washington State Patrol and other customers, internal and external partners, and community members will require excellent customer service. If you're organized, enjoy learning new systems, can juggle multiple priorities, and thrive in a fast-paced, team-oriented environment, but also independently motivated you'll find plenty of opportunities to grow your skills and make a meaningful impact. Every record you process helps support public safety, protects the integrity of Washington's licensing system, and ensures equitable access to driving privileges across the state.

Some of what you will do:

• Supports accurate, complete and legally compliant driver and vehicle records.
• Contributes to timely, accurate, and equitable resolution to customer and stakeholder inquiries, complaints, and issues.
• Provides technical assistance and guidance to internal and external customers to support resolution of issues, inquiries, and complaints verbally and in writing.
• Sort and route documents for processing to ensure work queues are maintained and distributed to DVR program areas.

What you will bring to the role:

• Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

Three (3) years of combined relevant education and experience may substitute for this requirement. Experience must include the following:

• Two (2) years of using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
• One (1) year of the following:
• Providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
• Applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolve customer complaints, inquiries, and complex problems verbally and in writing to convey regulatory information.
• 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 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 providing clear, concise verbal and written guidance on complex policies or procedures to staff, customers, or stakeholders.
• Experience using various functionalities with DRIVES.

Additional Conditions of employment:

• Must be able to travel to our Olympia office once per month or more to meet business needs.
• Prior to a new hire, a pre-employment 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.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to ensure that people with disabilities are provided reasonable accommodations. For information about available accommodations, the interview process, or the position contact Nicole Walters.

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! How to Apply: Attach a resume. 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. 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 and we will honor this as you interact with our award-winning diverse and inclusive organization. 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.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, 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 the Talent Acquisition Team . Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360-339-7344. The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.