Court and Program Support Lead (CSS3)
State of Washington
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Job summary
State of Washington’s Department of Licensing seeks a Customer Service Lead to manage a statewide team. You will travel across Washington to present non-biased oral testimony, oversee workloads, and ensure accuracy of driver, vehicle, and vessel records.
Your leadership will guide staff through training, mock trials, and settlements in high-stress situations. You will champion process improvements aligned with agency values of respect, trust, diversity, equity, and inclusion, while ensuring
Qualifications
- Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
- Experience in person, writing, or phone-based customer service explaining rules, policies, and procedures.
Responsibilities
- Travel statewide to deliver non-biased oral testimony in court of law and support the team.
- Train and mentor customer service specialists on testify in court and reading/verifying records.
- Provide technical guidance and support to staff and coordinate cross-training.
Skills
Tools
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.
If you are looking for an opportunity to support a highly-motivated team and travel around Washington State, we encourage you to apply today!
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.
- 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.
- 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
- 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.
- 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!
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.
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information. Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 non-overtime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-ratio basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 non-overtime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro-ratio basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Washington State supports members of the armed forces with 21 days paid military leave per year.
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
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