Customer Service Specialist; CSS2

Customer Service Specialist

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 Business and Professions Division (BPD) is recruiting for a Customer Service Specialist that will support our team in office and court settings. 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 ready to begin your career and bring your significant communication skills to DOL, then read on!

As a Customer Service Specialist, you will serve as a trusted resource for customers, attorneys, and public partners by supporting the Department's Uniform Commercial Code (UCC) and Firearms programs. You will provide specialized customer service by responding to inquiries in person, over the phone, and in writing while interpreting and applying state laws, rules, and agency policies. Working independently and focusing on metric-based results, you will review legal documents, maintain accurate records, and resolve complex customer issues with professionalism and attention to detail.

You will also represent the agency by confidently speaking in open court and traveling independently to court appearances as needed.

• Review and process Uniform Commercial Code (UCC) and firearm records while ensuring accuracy and compliance with state laws and agency policies.
• Assist customers, attorneys, partner agencies, and stakeholders by answering complex questions in person, over the phone, and in writing.
• Research, resolve, and document customer inquiries while protecting confidential information and maintaining accurate records.
• Process financial transactions and refunds related to UCC services while maintaining accurate records when assigned.
• Evaluate subpoenas and other legal documents and coordinate with attorneys regarding court schedules and appearances.
• Travel independently to court appearances and complete required travel documentation in accordance with agency procedures.
• Represent the Department of Licensing by providing professional testimony during court proceedings.

What you will bring to the role:

• Two (2) years of relevant experience helping customers regarding inquiries, complaints, or problems.
• One (1) year of experience:
  • Using email, spreadsheet, presentation, and word processing software.
  • Explaining complex rules or procedures to customers.
• Six (6) months experience accessing computer database programs to enter, review, and retrieve data using specialized programs and applications.
• Experience must include 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.

* Experience may be gained concurrently*

What may help set you apart:

• One (1) year of experience scanning and imaging documents.
• The ability to work within established filing system to file pending and completed documents accurately
• Experience working under pressure processing applications within performance expectations while handling phone calls, emails, and data entry.
• Additional education, certifications, or experience relevant to providing customer service, inquiries, or complaints.

Additional Conditions of employment:

• This position requires you to travel at times, including overnight stays. You must be able to travel at times and possess a current valid driver license.
• This position works in office full time and will not have any hybrid opportunities. You must be able to work from our Olympia, WA location.
• 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.

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.