Court and Program Support Customer Service Specialist (CSS2)

State of Washington•Thurston County – Olympia, WA

6d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking to hire two detail-oriented, organized, and collaborative Customer Service Specialists for its Court & Program Support Unit. This role involves traveling statewide to deliver non-biased oral testimony in court, verifying the accuracy of driver and vehicle records. The specialists will partner with attorneys and court personnel, represent the agency professionally, and act as credible witnesses in judicial settings. The DOL is a public-facing agency and a significant revenue generator for Washington State, interacting with millions of residents and collecting billions in taxes and fees annually. The department is committed to ensuring equitable access to its services.

Requirements

Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
Experience providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
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.
The ability to promote and support a respectful, equitable, and inclusive workplace for all employees.
The ability to 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.
Must be able to travel statewide with occasional overnight stays.
Background check including criminal record history will be conducted.

Nice To Haves

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

Responsibilities

Ensure court testimony accurately and clearly explains driver and vehicle record actions in accordance with applicable laws.
Use effective communication with attorneys 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 statewide to deliver non-biased oral testimony in a court of law verifying the accuracy of driver and vehicle records.
Partner with attorneys and court personnel to prepare for legal proceedings and respond to inquiries.
Represent the agency with professionalism and act as a credible witness in judicial settings.