Customer Service Lead (CSS3)

State of Washington; Olympia (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Coaching

Training

Leadership

Communication

Tools

DRIVES

Microsoft Office

Job description

Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

At the

Description

Our Driver and Vehicle Records (DVR) unit is seeking to hire a strong and people-centered leader, with good communication skills, to join their team as 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, we encourage you to apply today!

Duties

As the Customer Service Lead, you will play a key role in supporting the Driver and Vehicle Records (DVR) team by coaching and training Customer Service Specialists, holding them accountable, and helping to drive their success. In this role, you will serve as a trusted resource, acting as the first point of contact for questions and support, while also handling middle-tier escalations with confidence and professionalism. You will take the lead in developing clear, effective job aids, staying ahead of updates and changes within the Department of Licensing (DOL), and building a strong, accessible training library that supports consistent and efficient work processes. Through your leadership and dedication, you will directly contribute to our purpose of helping every Washington resident live, work, drive, and thrive.

Some Of What You Will Do

• Support staff capability and knowledge through training, coaching, accessible reference materials, and department programs.
• Reinforce standardized procedures and communication practices to support operational consistency.
• Ensure compliance with applicable laws and policies governing system.
• Ensure consistent interpretation of complex driver licensing laws, regulations, and policies to provide accurate guidance for staff, customers, and stakeholders.

Qualifications

What you will bring to the role:

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

Experience Must Include The Following

• One (1) year of experience providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step‑by‑step instruction responses to customers using plain talk language.
• One (1) year of experience applying complex rules, state or federal laws, and polices or procedures to answer, explain, or resolve customer complaints or inquiries.
• Six (6) months of experience working in a lead or supervisory capacity, working on tasks that require elevated responsibilities.
• Two (2) years of experience using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
• 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

• One (1) year of experience interpreting complex rules, laws and policies or procedures and applying to business practices.
• Experience using various functionalities with DRIVES.
• Experience providing clear, concise verbal and written guidance on complex policies or procedures to staff, customers, or stakeholders.
• Experience managing and navigating work teams through organizational change.

Additional Conditions Of Employment

• Must be able to travel to our Olympia office once per month and to meet business needs.
• 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.
• Verified reliability and malfeasance check for previous five years of employment.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.

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

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