Court and Program Customer Service Specialist; CSS2

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 Court & Program Support Unit is seeking to hire two (2) detail oriented, organized, and collaborative Customer Service Specialists to join their team.

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, and we 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 and travel around Washington State, we encourage you to apply today!

Washington State offers one of the most competitive benefits packages in the nation. We provide a range of health and retirement plans, paid leave, staff training, and other compensation benefits that you can mix and match to meet your current and future needs.

Typical benefits for full‑time employees who are expected to work more than six months include medical (including vision), dental and basic life insurance; a medical flexible spending account; basic life and long‑term disability insurance; and various state‑run wellness and assistance programs. State employees are also members of the Washington Public Employees’ Retirement System (PERS) and may participate in a Deferred Compensation Program (DCP).

Additional benefits include paid holidays, sick leave, vacation (annual leave), military leave, bereavement leave, and leave sharing options such as parental leave and Family and Medical Leave Act (FMLA).

• Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems. This experience should include in‑person, written, and/or phone interactions where explaining rules, policies, and procedures are regular daily functions.
• Up to two (2) years of relevant education may be substituted year for year for experience.
• One (1) year of experience using Microsoft Suite software.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step‑by‑step instruction responses to customers applying plain language principles and clear communication guidelines.
• The ability to: understand and follow agency values of respect, trust, diversity, equity and inclusion; promote and support a respectful, equitable, and inclusive workplace for all employees; and promote respectful, equitable, and inclusive delivery of services to customers. You must also be able to learn, grow, and meet the needs of others.

* Experience may be gained concurrently*

• Knowledge of or experience 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.
• Experience leading a team or being in a lead role, which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff.
• An Associate’s degree or higher AND 2 years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Experience working in DRIVES, user interfaces, web‑based applications, and retrieving/updating data from unique department database systems.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies and procedures.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings and/or remote testimony…