Licensing Services Representative (LSR1)

State of Washington; Olympia (WA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

The Washington State Department of Licensing is seeking Licensing Services Representatives to join the busy Customer Contact Center in Olympia. You will be the primary point of telephone contact for drivers and vehicles licensing programs, delivering world-class customer service to residents of Washington.

As part of the role, you will answer inbound calls, assist with online transactions, educate customers on registration and licensing processes, and resolve complex questions by researching and

Qualifications

• Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers.
• Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Microsoft Office, Word, Excel, Outlook, and the internet.
• Six (6) months of experience using electronic systems and form templates to input data, ability to access and navigate between multiple computer programs, databases, forms and screens, edit information and save completed work.

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 our agency online services.
• Assist in educating 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, resources, RCW’s, rules, and regulations.
• Serve as liaison between customer and department and de-escalate situations while maintaining professionalism.

Skills

Customer service

Cash handling

Data entry

Communication

Rule explanations

Tools

Microsoft Office

Word

Excel

Outlook

DRIVES

Job description

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

Respect | Trust | Diversity | Inclusion | Equity.

This position offers a hybrid remote schedule after a minimum of 120 days in office for training.

Please note: Interviews for this position will be conducted in person at our Olympia office. The address will be provided if selected for interview.

At Department of Licensing (DOL) we work hard to create a culture where employees feel valued and respected. 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.

The Department of Licensing is seeking several reliable and friendly Licensing Services Representatives to join our high-volume Customer Contact Center Team!

Our Licensing Services Representatives, working out of the Customer Contact Center in Olympia are the primary point of telephone contact for the Drivers and Vehicles licensing programs. They provide world-class customer service to the residents of Washington allowing DOL to live it's purpose of “Helping every Washington resident live, work, drive, and thrive.”

Are you ready to begin your career with the State of Washington right here at DOL, if so, read on!

As a Licensing Services Representative, you will join a team that is seeking ways to consistently and proactively deliver a positive customer experience. Utilizing your customer service skills, you will answer inbound calls and assist customers with online transactions and services, responding promptly to their inquiries in a fast-paced, high-volume atmosphere. You will have the ability to problem solve as you evaluate, research, review, analyze and resolve complex customer questions regarding driver and vehicle licensing. Your work in this role will have a direct impact on our community by helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

• 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 our agency online services.
• Assist in educating 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, resources, RCW’s, rules, and regulations.
• Serve as liaison between customer and department at times and able to de-escalate and defuse customer service situations while maintaining a professional and courteous manner.

What you will bring:

• Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers. To include customer service in a fast-paced service environment or high call volume environment.
• Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Microsoft Office, Word, Excel, Outlook, and the internet. Word- to create format, edit, and save documents. Excel to create spreadsheets. Outlook for email and calendar functions.
• Six (6) months of experience accurately handling money when receiving and processing financial transactions (which could include receiving cash, credit card payments) over the phone or in person, and/or committing fiscal resources.
• Six (6) months of experience using electronic systems and form templates to input data, ability to access and navigate between multiple computer programs, databases, forms and screens, edit information and save completed work.
• 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.

What may set you apart:

• 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.
• Experience working in a customer service call center or a high volume call center, production oriented environment with an emphasis on agent utilization (availability) and meeting daily metrics as outlined in training and monthly meetings with supervisor.
• Prior experience issuing Licenses to the public in a Driver Licensing Office, sub agent office, or a general licensing environment.
• Experience working in DRIVES, and/or other user-interfaced web-based applications, and retrieving data from unique department databases, systems, or applications..

Additional Requirements of Employment:

• Must prove US Citizenship and pass federal suitability for Employment.
• Prior to new hire, a preemployment check including criminal record history and driver's abstract 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.
• After a four (4) week training period for this role there is a dedicated three months in person at our Black Lake Complex in Olympia. After successfully meeting expectations, the position has the opportunity to work remotely with the requirement to report to the office in person periodically. Reliable internet service and a dedicated workspace are required.

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!

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.

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.