Court and Program Support Customer Service Specialist (CSS2)

State of Washington; Olympia (WA); On-site; USD 48,000 - 64,000; Full time

Job summary

The Washington State Department of Licensing (DOL) is seeking a detail-oriented Customer Service Specialist to support court testimony and ensure accurate driver and vehicle records. You will interact with attorneys and court personnel to prepare for legal proceedings and respond to inquiries, while upholding agency values of respect, trust, diversity, equity and inclusion.

You will travel statewide to deliver non-biased oral testimony, coordinate appearances, and maintain records across

Qualifications

• Three years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Experience with in-person, written or phone-based customer service explaining rules, policies, and procedures.

Responsibilities

• Explain driver and vehicle record actions clearly in court testimony.
• Coordinate with attorneys to establish scope of testimony and appearances.
• Manage scheduling of court testimony to support timely appearances.
• Maintain custodian of record responsibilities for various courts (district, municipal, superior, and federal).
• Prepare travel documents and ensure documentation for court testimony and travel accommodations.

Skills

Customer service experience

Microsoft Office

Tools

DRIVES system

Job 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 a detail oriented, organized, and collaborative Customer Service Specialist 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.

As the Customer Service Specialist, you will be part of a team that travels state-wide to deliver non-biased oral testimony in a court of law verifying the accuracy of driver and vehicle records. Your ability to communicate clearly, confidently, and professionally, both verbally and in writing, will be essential as you partner with attorneys and court personnel to prepare for legal proceedings and respond to inquiries. You will represent the agency with professionalism and act as a credible witness in judicial settings, contributing directly to your ability to help every Washington resident live, work, drive, and thrive.

Some of what you will do:

• Ensure court testimony accurately and clearly explains driver and vehicle record actions in accordance with applicable laws.
• Use effective communication with attorneys in order to establish the scope of each testimony, receive status updates and coordinate appearance(s) based on priority.
• Ensure the scope, status, and scheduling of court testimony are clearly established and coordinated to support timely and prioritized court appearances.
• Maintain custodian of record responsibilities for Washington State district, municipal, superior, and federal courts, including assignment of custodians for subpoenas.
• Ensure documentation required for court testimony and travel accommodation are complete, accurate and policy compliant. Travel expectations may include the day of testimony or overnight accommodations.

What you will bring to the role:

• Three (3) 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 two (2) years of relevant education may be substituted year for year for experience.

Experience must include the following:

• One (1) year experience using Microsoft Suite software.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers applying plain language principles and clear communication guidelines.
• 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.

*Experience may be gained concurrently*

What may help set you apart:

• 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 DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies and procedures.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings and/or remote testimony using electronic platforms and preparing travel documents.
• Knowledge/Experience providing oral testimony in court or similar situations.

Additional Conditions of employment:

• Must be able to travel statewide with occasional overnight stays.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to ensure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact Nicole Walters.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email the Talent Acquisition Team. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360-339-7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.