Licensing Services Representative; LSR

Overview

The Department of Licensing (DOL) is seeking reliable and friendly Licensing Services Representatives to join a high-volume Customer Contact Center Team in Olympia, Washington. This non-permanent position lasts up to one (1) year and offers a hybrid remote schedule after a minimum of 120 days in office for training.

• Serve as the primary point of telephone contact for Drivers and Vehicles licensing programs, providing world‑class customer service to residents of Washington.
• Answer inbound calls and assist customers with online transactions and services in a fast‑paced, high‑volume environment.
• Problem‑solve and evaluate complex customer questions regarding driver and vehicle licensing, researching, reviewing, analyzing and resolving issues.
• Review customer eligibility, evaluate documents and information, and make sound decisions to issue and approve non‑EDL Driver Licensing and .
• Assist customers utilizing agency online services and educate customers on vehicle registration and licensing processes.
• Interpret and apply agency policies, procedures, resources, RCW’s, rules and regulations.
• Liaise between customer and department, de‑escalate and defuse customer service situations while maintaining a professional and courteous manner.

• Three (3) years of customer service experience with public contact, explaining rules and regulations in a fast‑paced and high‑call‑volume environment.
• Six (6) months of experience using Microsoft Office (Word, Excel, Outlook) and the internet; proficiency in formatting, editing, spreadsheet creation and email/calendar functions.
• Six (6) months of experience accurately handling money, such as receiving cash or credit card payments, over the phone or in person.
• Six (6) months of experience using electronic systems and form templates to input data, navigating multiple computer programs and databases.
• Ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion; promote an inclusive workplace and services; learn and grow; meet the needs of others.

• Must prove US Citizenship and pass federal suitability for employment.
• Pre‑employment background check, including criminal record history and driver’s abstract, will be conducted; records may be considered in determining suitability.
• Fingerprint based criminal history background check required; fingerprints will be used for FBI check.
• After a four‑week training period, a dedicated three‑month in‑person period at Black Lake Complex in Olympia will follow. Remote work may continue with periodic in‑person reporting; reliable internet and workspace required.

The Washington State Department of Licensing is an equal opportunity employer. We do not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, veteran or military status, or disability. Persons requiring accommodation may contact the Human Resources Office at 360‑902‑4000 or email the Talent Acquisition Team. Veterans and military spouses are encouraged to apply.

DOL is committed to full inclusion of all qualified individuals. We will provide reasonable accommodations for people with disabilities. Contact the Human Resources Office for accommodations in the application process.

DOL does not use the E‑Verify system and is not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit (Use the "Apply for this Job" box below)..