Customer Service Specialist (Css2)

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

Respect | Trust | Diversity | Inclusion | Equity.

This is a 6 month non-permanent opportunity open to current DOL employees only.  

At the 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.

Our Law and Justice unit has a unique opportunity for a Customer Service Specialist to assist their team!

The Department of Licensing is 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 and we are committed to ensuring every resident has equitable and meaningful access to our services.

Do you possess the ability to collaborate effectively with a connected team and concentrate individual efforts on achieving positive customer outcomes? If you do, we welcome you to apply!

As a Customer Service Specialist, you will utilize your exceptional customer service and organizational skills to answer calls, respond to emails, review faxes, and sort incoming mail. Your ability to research records and answer questions about service issues will be key in this role. Your technical savvy will be invaluable as you navigate the our information systems, reviewing, establishing, and updating driver records.

Some of what you will do:

• Research, analyze, and update driver record data from various sources, such as DRIVES, AAMVA, SECTOR, JABS/JIS and other interface services.

• Resolve complex problems due to a variety of discrepancies and conflicting data with the Problem Driver Pointer System (PDPS) and the State Pointer Exchange Services (SPEXS).

• Review records and resolve outstanding inaccuracies based on legacy converted data and data from other jurisdictions.

What you will bring:

• Two (2) years of experience providing customers services on the phone or in person, where explaining rules, policies, and procedures are regular daily functions.

• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers.

• Six (6) months of experience and knowledge accessing, inputting, and maintaining records into multiple database systems.

Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.

• Experience can be obtained concurrently*

What may help you stand out:

• Experience working directly in a position that deals with State and Federal Laws, rules, policies, and procedures.

• Ability to read a driver record using knowledge of driver/and or vehicle licensing laws, rules, policies, and procedures.

Additional Requirements of Employment:

• Prior to a new hire, a background check including Abstract Driver Record and 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 this position, available accommodations, or the interview process, contact Sarah Moore

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!

How to Apply:

• Select the Apply button at the top of this job announcement.

A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

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.

A paycheck is just part of a total compensation package. We offer some of the nation's best benefits.

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 Recruitment Team. Be sure to include the title of this recruitment in the subject line.

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 Recruitment 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.