Licensing Services Representative (LSR1)

State of Washington•Thurston County – Olympia, WA

8d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking several reliable and friendly Licensing Services Representatives to join their high-volume Customer Contact Center Team in Olympia. These representatives are the primary point of telephone contact for the Drivers and Vehicles licensing programs, providing world-class customer service to Washington residents. The role is a non-permanent position expected to last up to one year and offers a hybrid remote schedule after an initial 120-day in-office training period. The department emphasizes a culture of belonging, respect, trust, diversity, inclusion, and equity, encouraging employees to participate in process improvements.

Requirements

Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers.
Customer service experience in a fast-paced service environment or high call volume environment.
Six (6) months of technical working knowledge and experience using Microsoft Office Programs (Word, Excel, Outlook) and the internet.
Six (6) months of experience accurately handling money when receiving and processing financial transactions.
Six (6) months of experience using electronic systems and form templates to input data, ability to access and navigate between multiple computer programs, databases, forms and screens, edit information and save completed work.
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 for all employees.
Ability to promote and support respectful, equitable, and inclusive delivery of services to customers.
Ability to take action to learn and grow.
Ability to take action to meet the needs of others.
Must prove US Citizenship and pass federal suitability for Employment.
A pre-employment check including criminal record history and driver's abstract will be conducted.
An acceptable fingerprint based criminal history background check is also required.

Nice To Haves

One (1) year of experience explaining rules, policies and or procedures as regular daily functions, with frequent application of techniques to ensure professionalism and mutual understanding.
Experience working in a customer service call center or a high volume call center, production oriented environment with an emphasis on agent utilization and meeting daily metrics.
Prior experience issuing Licenses to the public in a Driver Licensing Office, sub agent office, or a general licensing environment.
Experience working in DRIVES, and/or other user-interfaced web-based applications, and retrieving data from unique department databases, systems, or applications.

Responsibilities

Answer inbound calls and assist customers with online transactions and services.
Respond promptly to customer inquiries in a fast-paced, high-volume atmosphere.
Evaluate, research, review, analyze, and resolve complex customer questions regarding driver and vehicle licensing.
Review customer eligibility, evaluate documents and information, and make sound decisions to issue and approve non-EDL Driver Licensing and ID transactions.
Assist customers utilizing agency online services.
Educate customers on how to register and license a vehicle in the State of Washington and explain the process.
Interpret and apply knowledge of agency policies and procedures, resources, RCW’s, rules, and regulations.
Serve as a liaison between customer and department, de-escalate and defuse customer service situations while maintaining a professional and courteous manner.