Licensing Services Supervisor (Kelso)

Full Job Description

This position requires in-person attendance in the upcoming Kelso Driver Licensing Office Monday - Friday and prior to opening will need to be able to work a Tuesday - Saturday schedule.

We are currently recruiting for a Licensing Services Representative with amazing customer service skills and reliable work ethic to add to our Kelso team!

Our Driver Licensing Offices (DLO) live our purpose of “Helping every Washington resident live, work, drive and thrive.” every day.

They treat every customer with dignity and respect with a friendly and helpful attitude.

They conduct driving skills tests, authenticate identity documents through on-line verification, conduct face-to-face interviews with applicants to validate their identity and consistently provide excellent customer service to the public with enthusiasm and a smile.

If you are ready to start your career in a culture that focuses on fostering teamwork, innovation, and growth, please read on!

Requirements

As the face of the Department of Licensing, you will have a direct impact on your team, the communities you serve, and public safety across Washington State—helping every Washington resident live, work, drive, and thrive.

In this role, you will lead, coach, and support Licensing Service Representatives while ensuring consistent, accurate, and compliant service delivery.

Your ability to make sound decisions, guide others, and apply policies and procedures will be key to your success.

Some of what you will be doing:

• Lead, coach, and support a team of Licensing Service Representatives to ensure high-quality customer service and accurate licensing outcomes.
• Monitor daily operations, assign work, and ensure compliance with laws, regulations, policies, and procedures.
• Review and approve complex licensing transactions, including enhanced driver license and ID (EDL/EID) applications and determinations.
• Provide guidance and decision-making support to staff on complex customer situations, document review, and eligibility assessments.
• Oversee cash handling processes and ensure accurate collection and reconciliation of DOL licensing fees.
• Assess staff performance, provide feedback, and support training, development, and corrective action when needed.
• Ensure proper evaluation of customer qualifications (physical, medical, and visual) through staff oversight and direct involvement when necessary.
• Coordinate office coverage and travel, including providing relief support to other offices and participating in training, which may require overnight stays.

Qualifications

• Five (5) years of experience issuing driver licenses or vehicle titles and registrations to the public.

• One (1) year of experience as a Licensing Services Representative 2.

• U.S. Citizenship.
• Valid WA driver license and five (5) years of licensed driving experience.
  • Your valid driver license must have no restrictions other than corrective lenses, or you must have the ability to obtain one upon hire.
• A total of two (2) years of direct customer service work experience providing product/services to the general public.

One (1) year of experience with the ability to responsibly and accurately handle the public’s money when processing financial transactions.

This includes receiving cash, making change, counting down tills, and/or committing fiscal resources.

This also includes consistently following applicable fiscal guidelines, regulations, and principles.

• One (1) year of experience assigning, guiding, coaching, and training.
• Typing speed of 30 wpm or greater.
• 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.

• One (1) year of experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures, or eligibility requirements to receive a product of service.
• 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.

• Verified reliability and malfeasance check for previous five years of employment.
• 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.

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.

• This position requires you to work at other Licensing Services Offices and Part Time Offices when those offices are short staffed.

Additional Information

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

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

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, 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.