Court and Program Support Customer Service Specialist (CSS2)

State of Washington • Thurston County – Olympia, WA

4d

About The Position

The Department of Licensing is seeking a detail-oriented, organized, and collaborative Customer Service Specialist for its Court & Program Support Unit. The specialist travels statewide to provide non-biased oral testimony in court verifying the accuracy of driver and vehicle records. The role involves working with attorneys and court personnel to prepare for legal proceedings, respond to inquiries, coordinate testimony, and represent the agency professionally as a credible witness. Travel may include overnight accommodations.

Requirements

• Three years of experience assisting clients or customers with inquiries, complaints, or problems; up to two years of relevant education may substitute year for year for experience.
• Experience providing customer assistance in person, in writing, and/or by phone, with explaining rules, policies, or procedures as regular daily functions.
• One year of experience using Microsoft Suite software.
• One year of experience composing clear, professionally appropriate, technically correct, step-by-step customer responses using plain-language principles and clear-communication guidelines.
• Ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
• Ability to promote and support a respectful, equitable, and inclusive workplace and delivery of services.
• Ability to take action to learn and grow and to meet the needs of others.
• Ability to travel statewide, with occasional overnight stays.
• Must have work authorization that does not require employer visa sponsorship now or in the future.

Nice To Haves

• Knowledge of 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.
• Experience working in DRIVES, user interfaces, web-based applications, and department database systems to retrieve or update data.
• Experience reading and interpreting driver and vehicle records and taking appropriate action based on laws, rules, policies, and procedures.
• Experience coordinating travel and logistics, planning and scheduling meetings or remote testimony using electronic platforms, and preparing travel documents.
• Knowledge of or experience providing oral testimony in court or similar situations.

Responsibilities

• Provide accurate and clear court testimony explaining driver and vehicle record actions in accordance with applicable laws.
• Communicate with attorneys to establish the scope of testimony, receive status updates, and coordinate appearances based on priority.
• Coordinate the scope, status, and scheduling of testimony to support timely and prioritized court appearances.
• Maintain custodian-of-record responsibilities for Washington State district, municipal, superior, and federal courts, including assigning custodians for subpoenas.
• Ensure documentation required for court testimony and travel accommodations is complete, accurate, and compliant with policy.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed