Customer Service Lead: Coach & Develop a High-Impact Team

State of Washington; Olympia (WA); Presencial; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

State of Washington's Driver and Vehicle Records (DVR) unit is seeking a Customer Service Lead to guide a team of Customer Service Specialists. You will coach, train, and support the staff, serving as the first contact for questions while escalating mid-tier issues as needed.

You will build accessible training resources, stay ahead of DMV and DOL updates, and help ensure equitable, consistent service. This role requires leadership, strong communication, and a commitment to values of respect and

Qualificações

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

Responsabilidades

• Provide coaching and training to Customer Service Specialists and serve as first point of contact for questions and support.
• Develop clear job aids and training library; keep updates current with DOL changes.
• Ensure compliance with applicable laws and policies governing the system.
• Interpret complex rules and provide accurate guidance to staff, customers, and stakeholders.

Conhecimentos

Customer service

Coaching

Training

Leadership

Communication

Ferramentas

DRIVES

Microsoft Office

Descrição da oferta de emprego

State of Washington's Driver and Vehicle Records (DVR) unit is seeking a Customer Service Lead to guide a team of Customer Service Specialists. You will coach, train, and support the staff, serving as the first contact for questions while escalating mid-tier issues as needed.

You will build accessible training resources, stay ahead of DMV and DOL updates, and help ensure equitable, consistent service. This role requires leadership, strong communication, and a commitment to values of respect and