Hybrid Licensing Services Specialist

State of Washington Dept. of Licensing; Olympia (WA); Hybrid; USD 42,000 - 55,000; Full time

Job summary

The State of Washington Department of Licensing seeks Licensing Services Representatives to join the high-volume Customer Contact Center in Olympia. You will provide world-class customer service, handle inbound calls, assist with online transactions, and help customers navigate driver and vehicle licensing.

The role emphasizes accurate document review, eligibility decisions, policy interpretation, and de-escalation, with a path to remote work after an initial in-office training period.

Qualifications

• Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers.
• Experience in fast-paced, high-volume call center environments is preferred.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and basic computer navigation.
• Experience handling money for transactions (cash, card) and basic financial processing.

Responsibilities

• Review customer eligibility, evaluate documents and information, and make sound decisions to issue and approve non-EDL Driver Licensing and ID transactions.
• Assist customers utilizing agency online services.
• Educate customers on how to register and license a vehicle in the State of Washington and explain the process as needed.
• Interpret and apply knowledge of agency policies and procedures, RCWs, rules, and regulations.
• Serve as liaison between customer and department and de-escalate situations while maintaining professionalism.

Skills

Customer service

Call center

MS Office

Money handling

Data entry

Job description

The State of Washington Department of Licensing seeks Licensing Services Representatives to join the high-volume Customer Contact Center in Olympia. You will provide world-class customer service, handle inbound calls, assist with online transactions, and help customers navigate driver and vehicle licensing.

The role emphasizes accurate document review, eligibility decisions, policy interpretation, and de-escalation, with a path to remote work after an initial in-office training period.