Customer Service Specialist - Washington, United States - State of Washington

Description

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity.
At theDepartment 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 excited to announce an opportunity for two (2) Customer Service Specialists to join the Court and Program Support Unit in multiple locations statewide

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 want to live, work, drive, and thrive in your community and live in the following counties Chelan, Douglas, Kittitas, Grant, Yakima, Benton, and Thurston.If so, apply today As a Customer Service Specialist supporting our Court and Program unit, your exceptional sense of adventure will benefit this team as you travel to courthouses across Washington State to provide oral testimony verifying the accuracy of driver and vehicle records kept by the Department of Licensing (DOL). Your tech-savviness and meticulous attention to detail will be useful as you utilize various databases to review, establish, update, and correct driver, vehicle, and vessel records and reports. In this role, your clear communication skills will be critical when presenting driver record information to attorneys and court officials.

Some of what you will do:

• Evaluate and interpret subpoenas and other legal documents to determine a course of action.
• Prepare for testifying in a court of law each week.
• Negotiate with attorneys on trial dates and times, rescheduling trials when necessary.
• Collect, review, and analyze predicate questions from prosecuting attorneys.
• Monitor upcoming trial status using various databases and communication methods.
• Document pertinent trial data and information for future statistical analysis.

What you will bring:

• Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

Experience must include:

Experience providing assistance and/or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions One (1) year of experience using Microsoft Suite software. One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers.

*Experience can be obtained concurrently*
What may help you stand out:

• Knowledge and/or experience applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolve customer complaints, inquiries, and complex problems verbally and in writing.
• An Associates degree AND one (1) year 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 and/or experience providing oral testimony in court or similar situations.

Additional requirements

• Ability to travel statewide with occasional overnight stays.
• 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 applicants suitability and competence to perform in the position.

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 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 nations 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, sex, religion (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 or may email Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.
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