Court and Program Support Lead (CSS3)

State of Washington; Olympia (WA); On-site; USD 70,000 - 95,000; Full time

Job summary

Washington State Department of Licensing (DOL) seeks a Customer Service Lead to guide a dedicated team of customer service specialists. You will travel statewide to deliver non-biased oral testimony in court, review driver and vehicle records, and train staff to handle complex cases with accuracy and professionalism.

This role requires strong leadership, attention to detail, and the ability to manage workloads under pressure while upholding the agency's values of respect, trust, diversity,

Qualifications

• Three years of experience assisting customers with inquiries, complaints, or problems.
• Experience with in-person, written, or phone support, explaining rules and policies.
• Ability to travel statewide and supervise staff in high-stress environments.
• Substitution: up to two years of related education may replace experience.
• Familiarity with Microsoft Office (Outlook, Word, Excel) and DRIVES or similar databases.

Responsibilities

• Review, update, and correct driver, vehicle, or vessel records across databases.
• Train and mentor CSS2 staff on customer service and subpoena handling.
• Travel statewide to courts to deliver oral testimony and review court documents.
• Coordinate subpoenas and manage workload and case status.
• Ensure accurate information for public, court systems, and law enforcement.

Skills

Customer service

Leadership

Communication

Court testimony

Microsoft Office

Education

High School Diploma

Tools

DRIVES system

Microsoft Word

Microsoft Excel

Outlook

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 an adaptable, people-centered leader to join their team as a 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.

As the Customer Service Lead, you will travel statewide to deliver non-biased oral testimony in a court of law regarding the accuracy of driver and vehicle records, while supporting your team as they do the same. Relying on your attention to detail, you will prepare for testimony each week, assign workloads, and evaluate and respond to complex driver, vehicle, and vessel records. Your leadership ability and knowledge will be key in training a team of customer service specialists to develop their skills on how to testify in a court of law by conducting mock trial practices and how to read and interpret court records. Your ability to champion change will be essential as you provide positive guidance to your staff in high-stress situations. Your work in this role will have a direct impact on our ability to help every Washington resident live, work, drive, and thrive.

Some of what you will do:

• Use various databases to review, establish, update, and/or correct driver, vehicle or vessel records and reports.
• Identify on the job training needs and make recommendations to unit Supervisor.
• Provide technical guidance and support to staff.
• Coordinate and lead cross-training on unit processes.
• Train and mentor new and current CSS2s in the unit on aspects of customer service and problem resolution.
• Travel to courts of law throughout the state to deliver oral testimony regarding driving abstracts, vehicle record information, practices, policies, and procedures.
• Track all information regarding assigned court trials, ensuring the accuracy of information entered.
• Provide accurate driver and vehicle record requests to the public, court systems, law enforcement and other stakeholders who have legal permissible uses.
• Review and enter all subpoena information regarding assigned court trials into DRIVES.
• Disseminate subpoenas received from defense attorneys, prosecutors, and other officers of the court based on location of trial and designated zones.
• Conduct initial review of all subpoenas received to ensure it is a service the department provides.

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 substitute year for year for experience.

Experience must include the following:

• One (1) year of experience using Microsoft Suite software to include: Compose, send, and respond to email messages, and utilize calendars and meeting request functions in Outlook. Create, format, edit, preview, print, and save documents, using standard functions to select, edit, copy, paste, format, and spell check text. Create bulleted and numbered lists, indent and align paragraphs, and use bordering and shading features in Word. Create and edit basic level spreadsheets in excel.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers applying plain talk 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.
  • Take action to learn and grow.
  • 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.
• Six (6) months of experience leading a team or being in a lead role, which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff
• 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.

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

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.

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.