Licensing Services Representative; LSR

Values

Respect | Trust | Diversity | Inclusion | Equity.

This is a non‑permanent position expected to last up to one (1) year.

This position offers a hybrid remote schedule after a minimum of 120 days in office for training.

Please note:

Interviews for this position will be conducted in person at our Olympia office. The address will be provided if selected for interview.

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.

The Department of Licensing is seeking several reliable and friendly Licensing Services Representatives to join our high‑volume Customer Contact Center Team!

Our Licensing Services Representatives, working out of the Customer Contact Center in Olympia are the primary point of telephone contact for the Drivers and Vehicles licensing programs. They provide world‑class customer service to the residents of Washington allowing DOL to live its purpose of “Helping every Washington resident live, work, drive, and thrive.”

As a Licensing Services Representative, you will join a team that is seeking ways to consistently and proactively deliver a positive customer experience. Utilizing your customer service skills, you will answer inbound calls and assist customers with online transactions and services, responding promptly to their inquiries in a fast‑paced, high‑volume atmosphere. You will have the ability to problem‑solve as you evaluate, research, review, analyze and resolve complex customer questions regarding driver and vehicle licensing.

Your work in this role will have a direct impact on our community by helping every Washington resident live, work, drive, and thrive.

• Review customer eligibility, evaluate documents and information, and make sound decisions to issue and approve non‑EDL Driver Licensing and .
• Assist customers utilizing our agency online services.
• Assist in educating customers on how to register and license a vehicle in the State of Washington and explain the process as needed.
• Interpret and apply knowledge of agency policies and procedures, resources, RCW’s, rules, and regulations.
• Serve as liaison between customer and department at times and able to de‑escalate and defuse customer service situations while maintaining a professional and courteous manner.

• Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers. To include customer service in a fast‑paced service environment or high call volume environment.
• Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Microsoft Office, Word, Excel, Outlook, and the internet. Word- to create format, edit, and save documents. Excel to create spreadsheets. Outlook for email and calendar functions.
• Six (6) months of experience accurately handling money when receiving and processing financial transactions (which could include receiving cash, credit card payments) over the phone or in person, and/or committing fiscal resources.
• Six (6) months of experience using electronic systems and form templates to input data, ability to access and navigate between multiple computer programs, databases, forms and screens, edit information and save completed work.
• 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.

• One (1) year of experience explaining rules, policies and or procedures are regular daily functions. Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.
• Experience working in a customer service call…