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 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.

• 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.

• 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.

• Two (2) years of using Microsoft Suite programs to include:
  Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or One Note.
• 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.

Experience may be gained concurrently.

• 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.
• Exper…