Record Documentation 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 Programs and Services Division (PSD) is seeking two (2) Customer Service Specialists for their Record Documentation 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 ready to begin your career and enjoy highly consistent and structured work with clear processes and expectations, then read on!

Requirements

As a Customer Service Specialist, you will support the Driver and Vehicle Records (DVR) program by ensuring records are accurate, secure, and up to date.

You will serve as a primary point of contact for customers, resolving questions related to driver and vehicle records, licensing requirements, and agency policies.

Using strong attention to detail, you will evaluate requests, interpret record information, and take appropriate action in compliance with laws and procedures.

In this role, you will collaborate with internal teams, external partners, and the public to research and resolve both routine and complex record issues.

Your work setting is independent and focused on serving Washington residents by completing your work accurately and consistently.

• Ensure driver and vehicle records are accurate, complete, secure, and compliant with applicable laws and agency policies.
• Determine eligibility and take actions on driver and vehicle privileges using record information and program requirements.
• Entering data related to customer records accurately using a clear and consistent process.
• Process record updates by verifying documentation, confirming requirements are met, and applying correct actions in a timely manner.
• Provide customer support by resolving questions, issues, and complaints clearly, accurately, and efficiently.
• Support unit operations by escalating complex issues and identifying opportunities to improve workflows and service delivery.

Qualifications

• Three (3) years of experience providing service to customers on the phone, or in person, where explaining rules, policies, and/or procedures are regular daily functions.

• One (1) year of experience with the following:
  • Word processing, spreadsheets, electronic mail, and calendar programs.
  • Composing and communicating effectively to a diverse audience using clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers through email and written correspondence.
  • Accessing, inputting, and maintaining records into multiple database systems.
• 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.

• Experience applying complex rules, laws, and policies or procedures to business practices..
• An associate’s degree or higher.
• Experience using the DRIVES licensing system.
• Experience accessing and simultaneously working with multiple computer programs (databases, resources, and the internet).
• One (1) year of Professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls and assisting others over the phone.

• These positions will require full time in office training at our Olympia, WA office initially. Once trained, monthly in office days are expected or as business needs dictate. Please ensure you can make it in office with proper notice as the need arises.
• Prior to a new hire, a pre-employment screening, including criminal record history, will be conducted. Information from the pre-employment 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.

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.