Licensing Office Supervisor – Lead Customer Service

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

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