Court and Program Customer Service Supervisor; CSS4

Description

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 detail oriented, organized, and collaborative Customer Service Supervisor 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. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

We encourage you to consider this opportunity.

As the Court & Program Support Supervisor, you will lead your team in providing accurate and timely certified records and oral testimony. By fostering a culture of accountability, collaboration, and continuous growth, you will support employee success through coaching, clear communication, and recognition of achievements. Using sound independent judgment, you will resolve complex customer issues, provide technical expertise, and ensure high-quality outcomes.

You will also oversee quality assurance by reviewing final work, verifying accuracy, and identifying potential errors before completion. In this role, you will equip your team with the skills, confidence, and support they need to help every Washington resident live, work, drive, and thrive.

• Build a skilled and adaptable workforce.
• Ensure accurate, timely, and consistent processing of driver and vehicle records.
• Perform all unit functions.
• Ensure accurate, timely, and compliant processing of driver and vehicle records by leveraging expertise in the DRIVES system.
• Identify and address operational inefficiencies and system errors.
• Drive continuous process improvement by actively participating in Lean initiatives, proposing procedural and policy enhancements, and providing expert data to support training, communication, and agency transparency.

What you will bring to the role:

• Five (5) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Experience should include providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.

Up to four (4) years of relevant education may be substituted year for year for experience.

• One (1) year of experience leading or supervising a team which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff for personal and professional growth, performance, or corrective action.
• Two (2) years of experience working directly with stakeholders, individuals and groups and responding to their questions or concerns.
• Three (3) years of experience using Microsoft Office programs.
• 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.
  • The ability to take action to learn and grow.
  • The ability to take action to meet the needs of others.

• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolves customer complaints, inquiries, and complex problems verbally and in writing.
• Experience working in Next Request Portal, DRIVES, user interfaces, web-based…