Customer Service Lead; CSS3

Our Driver and Vehicle Records (DVR) unit is seeking to hire a strong and people-centered leader, with good communication skills, to join their team as Customer Service Lead.

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 support a highly-motivated team, we encourage you to apply today!

As the Customer Service Lead, you will play a key role in supporting the Driver and Vehicle Records (DVR) team by coaching and training Customer Service Specialists, holding them accountable, and helping to drive their success. In this role, you will serve as a trusted resource, acting as the first point of contact for questions and support, while also handling middle-tier escalations with confidence and professionalism.

You will take the lead in developing clear, effective job aids, staying ahead of updates and changes within the Department of Licensing (DOL), and building a strong, accessible training library that supports consistent and efficient work processes. Through your leadership and dedication, you will directly contribute to our purpose of helping every Washington resident live, work, drive, and thrive.

• Support staff capability and knowledge through training, coaching, accessible reference materials, and department programs.
• Reinforce standardized procedures and communication practices to support operational consistency.
• Ensure compliance with applicable laws and policies governing system.
• Ensure consistent interpretation of complex driver licensing laws, regulations, and policies to provide accurate guidance for staff, customers, and stakeholders.

• Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

• One (1) year of experience providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step‑by‑step instruction responses to customers using plain talk language.
• One (1) year of experience applying complex rules, state or federal laws, and polices or procedures to answer, explain, or resolve customer complaints or inquiries.
• Six (6) months of experience working in a lead or supervisory capacity, working on tasks that require elevated responsibilities.
• Two (2) years of experience using Microsoft Suite programs to include:
  Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or One Note.
• 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…