Driver Licensing Office Staff Supervisor (Shoreline)

State of Washington; Shoreline (WA); On-site; USD 58,000 - 70,000; Full time

Job summary

State of Washington's Department of Licensing is seeking an Office Staff Supervisor (LSR3) for the Shoreline Driver Licensing Office. You will lead a team, ensure efficient service, and support staff with licensing tasks and customer inquiries.

In-person work Tue-Sat in Shoreline; you will evaluate performance, provide coaching, and maintain records while upholding equity and excellent customer service.

Qualifications

• U.S. citizenship is required.
• Two years of direct customer service experience with the public.
• One year experience with electronic forms and data entry.
• One year experience supervising or coaching teammates.
• Ability to type 40 words per minute.
• Successful completion of structured training programs for licensing roles.

Responsibilities

• Evaluate staff performance and prepare assessments.
• Provide coaching and training to ensure high-quality customer service.
• Manage licensing records, fees, and deposits.
• Lead a team and adapt to changing work conditions.
• Respond to customer inquiries and resolve issues.
• Conduct driving skills assessments and licensing decisions in compliance with laws.

Skills

Customer service

Leadership

Communication

Coaching

Team management

Cash handling

Typing 40 wpm

Training

Problem solving

Education

High school diploma

GED or higher

Tools

Electronic forms system

Office software

Job description

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

Respect | Trust | Diversity | Inclusion | Equity

This position requires in-person attendance in the Shoreline Driver Licensing Office Tuesday-Saturday.

At the Department of Licensing (DOL), we recognize the importance of work life harmony and work hard 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.

We are currently recruiting for an Office Staff Supervisor (LSR3) with amazing customer service skills and reliable work ethic to add to our Shoreline Driver Licensing Office!

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 ready to start your career in a culture that focuses on fostering teamwork, innovation, and growth, please read on!

As the Office Staff Supervisor for our Shoreline office, you will have the opportunity to create a culture where our employees and customers feel valued and respected. You will be relied upon to assist the public with their licensing needs, while ensuring the office is efficient and employees are fully supported. As a result of your inclusive leadership and excellent customer service, you will directly support our agency's purpose, helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

• Evaluate employees’ performance and prepares performance plans and assessments.
• Communicate clearly and effectively with both customers and employees.
• Assess training needs of staff and arrange for or provides instruction.
• Provide coaching, mentoring, training, and guidance to unit staff who are responsible for quality customer service.
• Maintain records of all license work, fees collected, and monies deposited.
• Lead, motivate, and manage a team while adapting to unexpected situations and changes in the work environment.
• Receive and respond to challenges, solving customer problems.
• Conduct driving skills tests while riding in the applicant’s vehicle to assess their driving skills.
• Verify authenticity of documents, evaluate information and make sound decisions to issue licenses/identification cards/instruction permits and perform any other licensing functions in compliance with current laws, regulations and procedures.

Upon completing training and certification, you will be authorized to issue Enhanced Drivers Licenses (EDL), which will result in a 10% pay increase.

What you will bring:

One (1) year of experience as a Licensing Services Representative 2 (LSR2).

OR

Five (5) years of experience issuing driver licenses or vehicle titles and registrations to the public.

Two (2) years relevant education may substitute year for year for experience.

Experience must include:

• U.S. Citizenship.
• Valid WA driver license and five (5) years of licensed driving experience.
  1. Your valid driver license must have no restrictions other than corrective lenses, or you must have the ability to obtain one upon hire.
• Two (2) years direct customer service work experience providing product/services to the general public.
• One (1) year of experience using electronic systems and form templates to input data, navigate between multiple forms and screens, edit information and save completed work.
• One (1) year of experience with the ability to responsibly and accurately handle the public’s money when processing financial transactions. This includes receiving cash, making change, counting down tills, and/or committing fiscal resources. This also includes consistently following applicable fiscal guidelines, regulations, and principles.
• One (1) year experience of assigning, guiding, coaching and training one or more teammates while performing similar work.
• The ability to type 40 words per minute.
• Successful completion of all components of the structured twelve-month training program as a Licensing Services Representative 1 (LSR1).
• Successful completion of EDL training.
• 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 can be obtained concurrently*

What may help set you apart:

• One (1) year of experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures, or eligibility requirements to receive a product of service.
• One (1) year of experience explaining rules, policies and or procedures are regular daily functions. Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.
• One (1) year of experience drafting and delivering clear information to diverse groups of people.
• Experience as a supervisor of a team in a fast-paced customer facing environment.

Additional Requirements of Employment

• Verified reliability and malfeasance check for previous five years of employment.
• Prior to a new hire, a pre-employment 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.
• 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 assure 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.

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 veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.

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.