Court and Program Support Customer Service Supervisor (CSS4)

State of Washington•Thurston County – Olympia, WA

15h•Hybrid

About The Position

The Department of Licensing (DOL) is seeking a detail-oriented, organized, and collaborative Customer Service Supervisor for its Court & Program Support Unit. This unit is one of the most public-facing state agencies and the second largest revenue-generating agency in Washington State, interacting with over 6 million residents and collecting nearly $3 billion annually. The DOL is committed to work-life harmony and fostering a culture of belonging through its values: Respect, Trust, Diversity, Equity, and Inclusion. This role offers an opportunity to lead a highly-motivated team and travel around Washington State.

Requirements

Five (5) 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 of experience leading or supervising a team which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff for personal and professional growth, performance, or corrective action.
Two (2) years of experience working directly with stakeholders, individuals and groups and responding to their questions or concerns.
Three (3) years of experience using Microsoft Office programs.
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.

Nice To Haves

Up to four (4) 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 Next Request Portal, DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems to research customer records and respond to inquiries.
Experience reading and interpreting a drive/vehicle record and taking appropriate action based on licensing laws, rules, policies, and procedures.
Experience managing and navigating work teams through organizational change.
Knowledge/experience providing oral testimony in court or similar situations.

Responsibilities

Lead a team in providing accurate and timely certified records and oral testimony.
Foster a culture of accountability, collaboration, and continuous growth.
Support employee success through coaching, clear communication, and recognition of achievements.
Resolve complex customer issues using sound independent judgment.
Provide technical expertise and ensure high-quality outcomes.
Oversee quality assurance by reviewing final work, verifying accuracy, and identifying potential errors.
Equip the team with the skills, confidence, and support needed to assist Washington residents.
Build a skilled and adaptable workforce.
Ensure accurate, timely, and consistent processing of driver and vehicle records.
Perform all unit functions.
Ensure accurate, timely, and compliant processing of driver and vehicle records by leveraging expertise in the DRIVES system.
Identify and address operational inefficiencies and system errors.
Drive continuous process improvement by actively participating in Lean initiatives, proposing procedural and policy enhancements, and providing expert data to support training, communication, and agency transparency.