Customer Service Lead (CSS3)

State of Washington; Olympia (WA); On-site; USD 70,000 - 90,000; Full time

Job summary

The Department of Licensing (DOL) Driver and Vehicle Records (DVR) unit seeks a Customer Service Lead who will coach and train Customer Service Specialists, handle escalations, and develop clear job aids.

You will lead in creating a robust training library, ensure consistent customer guidance, and support the team to deliver accurate, timely service to Washington residents while upholding agency values of respect and inclusion.

Qualifications

• Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• One (1) year of experience supervising or leading tasks with elevated responsibilities.
• Two (2) years of experience using Microsoft Office suite (Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote).
• Ability to uphold agency values of respect, trust, diversity, equity, and inclusion in behaviors and decisions.

Responsibilities

• Coach and train Customer Service Specialists and develop clear job aids.
• Maintain standardized procedures and effective communication for consistency.
• Ensure compliance with applicable laws and policies governing the system.
• Interpret complex driver licensing laws to guide staff, customers, and stakeholders.

Skills

leadership

communication

training

coaching

Tools

Microsoft Office

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 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!

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.

What you will bring to the role:

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

Four (4) years of relevant education may substitute year for year for experience.

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 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!

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.

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.