Licensing Services Representative (LSR1)

Licensing Services Representative

The Department of Licensing is seeking several reliable and friendly Licensing Services Representatives to join our high-volume Customer Contact Center Team! Our Licensing Services Representatives, working out of the Customer Contact Center in Olympia are the primary point of telephone contact for the Drivers and Vehicles licensing programs. They provide world-class customer service to the residents of Washington allowing DOL to live its purpose of "Helping every Washington resident live, work, drive, and thrive."

As a Licensing Services Representative, you will join a team that is seeking ways to consistently and proactively deliver a positive customer experience. Utilizing your customer service skills, you will answer inbound calls and assist customers with online transactions and services, responding promptly to their inquiries in a fast-paced, high-volume atmosphere. You will have the ability to problem solve as you evaluate, research, review, analyze and resolve complex customer questions regarding driver and vehicle licensing. Your work in this role will have a direct impact on our community by helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

• 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 our agency online services.
• Assist in educating customers on how to register and license a vehicle in the State of Washington and explain the process as needed.
• Interpret and apply knowledge of agency policies and procedures, resources, RCW's, rules, and regulations.
• Serve as liaison between customer and department at times and able to de-escalate and defuse customer service situations while maintaining a professional and courteous manner.

What you will bring:

• Three (3) years of customer service experience involving public contact providing products and services, and/or explaining rules and regulations to customers. To include customer service in a fast-paced service environment or high call volume environment.
• Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Microsoft Office, Word, Excel, Outlook, and the internet. Word to create format, edit, and save documents. Excel to create spreadsheets. Outlook for email and calendar functions.
• Six (6) months of experience accurately handling money when receiving and processing financial transactions (which could include receiving cash, credit card payments) over the phone or in person, and/or committing fiscal resources.
• 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.
• 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.

What may set you apart:

• One (1) year of experience explaining rules, policies and or procedures are regular daily functions. Experience must include the 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 (availability) and meeting daily metrics as outlined in training and monthly meetings with supervisor.
• 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.

Additional Requirements of Employment:

• Must prove US Citizenship and pass federal suitability for Employment.
• Prior to new hire, a preemployment check including criminal record history and driver's abstract 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.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.
• After a four (4) week training period for this role there is a dedicated three months in person at our Black Lake Complex in Olympia. After successfully meeting expectations, the position has the opportunity to work remotely with the requirement to report to the office in person periodically. Reliable internet service and a dedicated workspace are required.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. 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 View phone number on click.appcast.io or may email the Talent Acquisition Team.