Court and Program Support Customer Service Specialist (CSS2)

We are dedicated to growing a culture of belonging through our values

Respect | Trust | Diversity | Equity | Inclusion

At the Department of Licensing (DOL), we recognize the importance of work-life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government.

Our Court & Program Support Unit is seeking to hire a detail oriented, organized, and collaborative Customer Service Specialist to join their team.

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

If you are looking for an opportunity to support a highly-motivated team and travel around Washington State, we encourage you to apply today!

As the Customer Service Specialist, you will be part of a team that travels state-wide to deliver non-biased oral testimony in a court of law verifying the accuracy of driver and vehicle records. Your ability to communicate clearly, confidently, and professionally, both verbally and in writing, will be essential as you partner with attorneys and court personnel to prepare for legal proceedings and respond to inquiries.

You will represent the agency with professionalism and act as a credible witness in judicial settings, contributing directly to your ability to help every Washington resident live, work, drive, and thrive.

Some of what you will do

• Ensure court testimony accurately and clearly explains driver and vehicle record actions in accordance with applicable laws.
• Use effective communication with attorneys in order 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 expectations may include the day of testimony or overnight accommodations.

What you will bring to the role

• Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Experience should include providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.

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

Experience must include the following

• 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.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• 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.

*Experience may be gained concurrently*

What may help set you apart

• 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.

Additional Conditions of employment

• Must be able to travel statewide with occasional overnight stays.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

• For information about available accommodations, the interview process, or the position contact Nicole Walters.
• Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

How to Apply

• Select the Apply button at the top of this job announcement.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Additional information

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at or may email the Talent Acquisition Team.. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.