Customer Service Specialist Lead (CSS3)

State of Washington•Thurston County – Olympia, WA

1d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking a Customer Service Lead for its Corrections and Refunds team within the Driver and Vehicle Records (DVR) unit. This role is crucial for supporting the team by coaching and training Customer Service Specialists, holding them accountable, and driving their success. The lead will act as a trusted resource, handling first-level questions and support, as well as middle-tier escalations. Key responsibilities include developing job aids, staying updated on DOL changes, and building a training library to ensure consistent and efficient work processes. The DOL is a public-facing agency and the second largest revenue generator in 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

Four (4) years of experience providing products or services and explaining rules and regulations to customers in a fast-paced environment, OR Two (2) years of experience as a Customer Service Specialist 2 (CSS2). Two (2) years of relevant education may substitute year for year for experience.
Two (2) years of experience using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
One (1) year of 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 composing e-mails, training documents, or job aids that use clear, concise, everyday language that is technically correct.
One (1) year of experience interpreting complex rules, laws and policies or procedures and applying business practices.
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.

Nice To Haves

Experience using various functionalities with the DRIVES licensing system or similar licensing program.
At least 6 months working in a lead or supervisory role or capacity by working on tasks that require elevated evaluation or responsibilities.
Experience managing and navigating work teams through organizational change.
Experience performing Quality Audits or strong knowledge of quality audit methods, problem solving abilities, and attention to detail.

Responsibilities

Support staff capability and knowledge through training, coaching, accessible reference materials, and department programs.
Reinforce standardized procedures and communication practices to support operational consistency.
Use LEAN principles to identify process improvement opportunities.
Conduct quality audits to ensure compliance with licensing laws (RCW), regulations, WACs, and internal policies and procedures.