Professional Licensing Supervisor; PLR

Professional Licensing Representative Supervisor

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 Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for two Professional Licensing Representative Supervisors to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over six million residents each year and collect nearly three billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

As a Professional Licensing Representative, you will support licensing activities across multiple professional programs, ensuring consistent interpretation and application of licensing laws, rules, and agency policies. In this role, you will independently evaluate and respond to complex inquiries from applicants, licensees, and the public, providing clear guidance on licensing requirements, system processes, and web-based tools. You will have the authority to approve applications, exam requests, and renewals, as well as make determinations on incomplete submissions, including requesting additional information as needed.

Success in this position requires comfort in a fast-paced, evolving environment where you will collaborate with internal teams, leadership, and external stakeholders such as professional associations and other jurisdictions. You will also play a key role in maintaining system integrity by identifying, reporting, tracking, and testing solutions to licensing system issues, while supporting high-quality customer service through resolution of complex and escalated concerns.

Your ability to adapt, promote consistency, support team performance, and contribute to continuous improvement will be critical in driving positive outcomes for both customers and the agency.

Some of what you will do:

• Oversee the work, performance expectations, and professional development of licensing staff to ensure team goals are met.
• Collect training feedback and report training deficiencies to the Licensing and Customer Support Services (LCSS) development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.
• Support front counter staff with customer questions and requests.

What you will bring to the role:

• Six (6) years of technical experience in a licensing or regulatory program.
OR
• One (1) year of experience as a Professional Licensing Representative 1.

Experience must include the following:

• Three (3) years providing service to customers on the phone, or in person, where explaining rules, policies, or procedures are regular daily functions.
• Two (2) years supervising staff, providing guidance and coaching.
• One (1) year communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
• One (1) year accessing, inputting, and maintaining records into multiple database systems.
• One (1) year creating and updating records within several software programs.
• One (1) year of professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.

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.

What may help set you apart:

• Education or experience beyond the required qualifications in relevant fields.
• Experience in the following:
• Developing specific relevant measures and using them to improve performance, motivate staff, and influence decision makers.
• Assisting in…