Driver Licensing Office Staff Supervisor (Shoreline)

Washington State Health Care Authority; Shoreline (WA); On-site; USD 52,000 - 68,000; Full time

Job summary

The Washington State Department of Licensing is hiring an Office Staff Supervisor (LSR3) for the Shoreline Driver Licensing Office to lead a team and ensure excellent customer service. You will evaluate performance, provide coaching, manage records and licensing tasks, and ensure compliance with laws and procedures while delivering equitable services to the public in a busy, in-person setting.

Successful candidates will have strong communication, supervision experience, and the ability to train

Qualifications

• U.S. Citizenship.
• Valid WA driver license and five years of licensed driving experience (license must have no more than corrective lenses restrictions, or ability to obtain one on hire).
• Two years direct customer service experience serving the general public.
• One year experience using electronic systems and forms to input data, navigate forms/screens, edit information, and save completed work.
• One year experience coaching and training one or more teammates while performing similar work.
• Ability to type 40 words per minute.
• Successful completion of the 12-month Licensing Services Representative 1 (LSR1) training and EDL training.
• Commitment to agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
• Pre-employment background checks and fingerprinting are required.

Responsibilities

• Evaluate employees’ performance and prepare performance plans and assessments.
• Communicate clearly and effectively with customers and employees.
• Assess training needs of staff and arrange for or provide instruction.
• Provide coaching, mentoring, training, and guidance to unit staff 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 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 driving skills.
• Verify authenticity of documents, evaluate information and issue licenses/IDs in compliance with laws and procedures.

Skills

Customer service

Leadership

Coaching

Training

Communication

Performance management

Typing 40 wpm

Education

Two years of relevant education may substitute

Job description

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

Respect | Trust | Diversity | Inclusion | Equity

This is being reposted to expand the applicant pool. If you have already applied, you do not need to reapply.

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 in a regulatory environment interacting with customers. This must include at least one of the following:

• Issuing credentials to the public
• Understanding and interpreting laws
• Participating in testing/examining

Two (2) years of 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 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.

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 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.