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Form of work"Helping every Washington resident live, work, drive, and thrive."
We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Inclusion | Equity.
This is a 9 month project position
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 great opportunity for an enthusiastic Customer Service Supervisor with a passion for mentoring and coaching staff!
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 and we are committed to ensuring every resident has equitable and meaningful access to our services.
If you are skilled in managing competing priorities and are ready to lead a dynamic team, we encourage you to apply today!
As a knowledgeable and enthusiastic Customer Service Supervisor for our Law and Justice team, you will have the responsibility of training, mentoring, and supervising a team of Customer Service Specialists. You and your team will be working on a project aimed at identifying discrepancies in driver records. As a proactive individual who takes initiative, you will ensure that unit policies and procedures are in line with relevant laws and regulations. Your main focus will be on delivering exceptional Customer Service, assisting your team in resolving complex client issues, providing technical information, and contributing to public safety by determining driver eligibility. Additionally, you will play a key role in reviewing legislation, establishing unit objectives, and aligning these objectives with the agency's mission, vision, and strategic plan.
- Plan, assign and review the work of staff.
- Evaluate employee performance and prepare performance assessments.
- Assess the training needs of staff and arrange for or provides instruction.
- Provide coaching, mentoring, training, and guidance to unit staff.
- Responsible for the efficient and effective operation of a multi program unit.
- Provide assistance in the interpretation of licensing laws, federal regulations and guidelines, WACs, internal policies and procedures to staff, licensing customers, state and federal law enforcement, state and federal courts and DOL stakeholders.
- Five (5)years of combined relevant education and experience helping clients/customers regarding inquiries, complaints, or problems.
- Experience must include:
- Two (2)years of experience explaining complex information and/or rules & laws
- Two (2) years of work experience leading and mentoring teams which could include:
- Coaching performance.
- Training.
- Assigning and reviewing work.
- Two (2) years of experience using Microsoft Suite office products including Excel, Word, Outlook, and Teams.
Experience can be obtained concurrently.
What may set you apart:
- An Associate's degree AND three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
- Knowledge and understanding of Driver licensing laws, regulations, rules, policies, and law codes.
- Experience working in DRIVES, user interfaces, web-based applications, and retrieving and/or updating data from unique department database systems.
- Prior to a new hire, a background check including Abstract Driving 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.
- This position will start out working in the Highway License Building in Olympia for a period of time. After which, there could be the opportunity to work remotely.
DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to assure that people with disabilities are provided reasonable accommodation.
For information about available accommodations, the interview process, or the position contact Sarah Moore
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 email the Recruitment Team. Be sure toinclude the title of this recruitment in the subject line.
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 HRRecruit@dol.wa.gov. 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.
The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.
Employment Type: Project (limited duration)
