Court and Program Support Customer Service Specialist (CSS2)

Full Job Description

We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Equity | Inclusion

At the Department of Licensing (DOL), we recognize the importance of work-life harmony and strive 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.

Our Court & Program Support Unit is seeking to hire two (2) detail oriented, organized, and collaborative Customer Service Specialists to join their team.

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 looking for an opportunity to support a highly-motivated team and travel around Washington State, we encourage you to apply today!

Requirements

As the Customer Service Specialist, you will be part of a team that travels state-wide to deliver non-biased oral testimony in a court of law verifying the accuracy of driver and vehicle records.

Your ability to communicate clearly, confidently, and professionally, both verbally and in writing, will be essential as you partner with attorneys and court personnel to prepare for legal proceedings and respond to inquiries.

You will represent the agency with professionalism and act as a credible witness in judicial settings, contributing directly to your ability to help every Washington resident live, work, drive, and thrive.

• Ensure court testimony accurately and clearly explains driver and vehicle record actions in accordance with applicable laws.
• Use effective communication with attorneys in order to establish the scope of each testimony, receive status updates and coordinate appearance(s) based on priority.
• Ensure the scope, status, and scheduling of court testimony are clearly established and coordinated to support timely and prioritized court appearances.
• Maintain custodian of record responsibilities for Washington State district, municipal, superior, and federal courts, including assignment of custodians for subpoenas.
• Ensure documentation required for court testimony and travel accommodation are complete, accurate and policy compliant. Travel expectations may include the day of testimony or overnight accommodations.

Qualifications

Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

Experience should include providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.

Up to two (2) years of relevant education may be substituted year for year for experience.

• One (1) year experience using Microsoft Suite software.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers applying plain language principles and clear communication guidelines.
• 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.
  • The ability to take action to learn and grow.
  • The ability to take action to meet the needs of others.

• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolves customer complaints, inquiries, and complex problems verbally and in writing.
• Experience leading a team or being in a lead role, which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff
• An Associate’s degree or higher AND 2 years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Experience working in DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies and procedures.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings and/or remote testimony using electronic platforms and preparing travel documents.
• Knowledge/Experience providing oral testimony in court or similar situations.

• Must be able to travel statewide with occasional overnight stays.
• Prior to a new hire, a background 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.

Additional Information

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!

• Select the Apply button at the top of this job announcement.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

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.

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.