Full job description

Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity.

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 Programs and Services Division (PSD) Driver and Vehicle Records section (DVR) is seeking a Customer Support Specialist to join our amazing team in the Customer Record Support unit!

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 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 and we are committed to ensuring every resident has equitable and meaningful access to our services.

Do you possess the ability to collaborate effectively with a connected team and concentrate individual efforts on achieving positive customer outcomes?

If you do, we welcome you to apply!

Duties

As a Customer Service Specialist, you will have the opportunity to utilize your outstanding customer service skills and work with your team to handle a variety of tasks such as answering calls, responding to emails, reviewing faxes, and sorting incoming mail. Your knack for researching records and addressing customer inquiries will be essential in this role. Additionally, your proficiency in using information systems to review, establish, and update driver records will be highly beneficial.

Some of what you will do:

Process necessary reports and update and/or correct vehicle, personal and commercial drive records.

Explain state and federal regulations, policy and procedures, rules and departmental action codes relating to drive and vehicle records to resolve customer problems.

Provide technical assistance to internal and external customers to resolve a variety of customer issues, inquiries, and complaints verbally and in writing.

Review, analyze and interpret driver and vehicle data included in the driver and vehicle supporting documentation.

Qualifications

What you will bring:

One (1) year of experience providing service to customers on the phone or in person, 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 customer.

Knowledge to analyze, advise, answer, and apply state and federal laws, rules, policies, and procedures.

Experience must include:

Use of Microsoft Office, Outlook, Excel, and Word programs.

Composing, formatting, proofreading, and editing professional correspondence, emails, memos, letters, and documents, applying "plain language" principles.

Using data and information to assess and understand issues, evaluate options, form accurate conclusions, and make decisions.

*Experience can be obtained concurrently*

What may help you stand out:

Experience interpreting laws, regulations, rules, policies and law codes.

Experience using various functionality within DRIVES

Additional Requirements of Employment:

Prior to a new hire, a background check including Abstract Driver Record (ADR) and 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.

Must prove US Citizenship and pass fingerprint based federal background check to include a malfeasance check on employee for the past 5 years. Background check and maleficence reference check will be conducted every 5 years.

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 assure that people with disabilities are provided reasonable accommodations.

For information about this position, available accommodations, or the interview process, contact Sarah Moore

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!

How to Apply:

Select the Apply button at the top of this job announcement.

Attach the following document via the 'add attachments' option to your application

A cover letter explaining your experience as it relates to this position and why you are interested in this opportunity.

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" may be considered incomplete.

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.

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 veteran/military spouse preference, please notify the Talent Acquisition Team. Be sure to include the title of this recruitment in the subject line.

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.

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