Washington State ESD
Customer Record Support Supervisor (CSS4)
Washington State ESD, Seattle, Washington, us, 98127
We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity.
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 Programs and Services Division (PSD) is seeking a Customer Service Support Supervisor to assist in leading their Customer Record Support Unit.
As one of the most visible state agencies and the second‑largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.
If you are skilled in managing competing priorities and are ready to use adaptive leadership to direct a dynamic team, we encourage you to apply today!
As the Customer Record Support Supervisor, you will have the opportunity to support your team while contributing to a culture where employees feel valued and respected. Relying on your attention to detail, you will ensure balanced workloads and review your team’s completed work for accuracy. With a people‑centered approach, you will provide consistent feedback, coaching, and assistance to your staff as they provide excellent customer service by ensuring our records are accurate. Your work in this role will have a direct impact on our ability to fulfill our purpose of helping every Washington resident live, work, drive, and thrive.
Some of what you will do:
Plan, assign and review the work of staff.
Evaluate employee performance and prepare performance assessments.
Assess training needs of staff and arrange or provide instruction.
Assign, Review, and process executive level correspondence.
Assist in interpreting licensing laws, federal regulations and guidelines, WACs, legislation, internal policies and procedures.
Conduct stakeholder outreach regarding tow truck operations, Washington State Patrol, Department of Transportation, and Department of Social Health Services updates.
What you will bring:
Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
Experience must include:
Three (3) years of experience providing service to customers on the phone or in person, where explaining rules, policies, and/or procedures are regular daily functions. Must include frequent application of technologies to ensure professionalism and mutual understanding.
Two (2) years of the following experience:
Leading and mentoring teams in coaching performance, training, assigning, or reviewing work with corrective action conversations.
Using Microsoft Office applications.
One (1) year of the following experience:
Researching, analyzing, and making recommendations on policies, procedures, laws, rules, or other written documentation related to business operations.
Working directly with process partners, individuals and groups, responding to their questions and concerns.
What may set you apart:
Two (2) years of experience supervising staff including coaching, mentoring and training, assigning and reviewing work, monitoring leave, and corrective action.
Experience managing and navigating work teams through organizational change.
One (1) year of experience in professional written and verbal communication in a work setting to a variety of audiences.
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:
Prior to a new hire, a pre‑employment screening, including criminal record history, will be conducted. Information from the pre‑employment 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 to our pre‑employment screening, you will need to complete a Washington State Patrol background check in order to receive OMNIXX certification (not required prior to starting the position).
This position, while hybrid, will require you to work in person at our Olympia area office monthly and as business needs require.
DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.
For information about this position, available accommodations, or the interview process, contact Kyle Odell.
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.
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 veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.
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 360‑902‑4000 or may email the Talent Acquisition Team. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.
We do not use the E‑Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.
#J-18808-Ljbffr
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 Programs and Services Division (PSD) is seeking a Customer Service Support Supervisor to assist in leading their Customer Record Support Unit.
As one of the most visible state agencies and the second‑largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.
If you are skilled in managing competing priorities and are ready to use adaptive leadership to direct a dynamic team, we encourage you to apply today!
As the Customer Record Support Supervisor, you will have the opportunity to support your team while contributing to a culture where employees feel valued and respected. Relying on your attention to detail, you will ensure balanced workloads and review your team’s completed work for accuracy. With a people‑centered approach, you will provide consistent feedback, coaching, and assistance to your staff as they provide excellent customer service by ensuring our records are accurate. Your work in this role will have a direct impact on our ability to fulfill our purpose of helping every Washington resident live, work, drive, and thrive.
Some of what you will do:
Plan, assign and review the work of staff.
Evaluate employee performance and prepare performance assessments.
Assess training needs of staff and arrange or provide instruction.
Assign, Review, and process executive level correspondence.
Assist in interpreting licensing laws, federal regulations and guidelines, WACs, legislation, internal policies and procedures.
Conduct stakeholder outreach regarding tow truck operations, Washington State Patrol, Department of Transportation, and Department of Social Health Services updates.
What you will bring:
Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
Experience must include:
Three (3) years of experience providing service to customers on the phone or in person, where explaining rules, policies, and/or procedures are regular daily functions. Must include frequent application of technologies to ensure professionalism and mutual understanding.
Two (2) years of the following experience:
Leading and mentoring teams in coaching performance, training, assigning, or reviewing work with corrective action conversations.
Using Microsoft Office applications.
One (1) year of the following experience:
Researching, analyzing, and making recommendations on policies, procedures, laws, rules, or other written documentation related to business operations.
Working directly with process partners, individuals and groups, responding to their questions and concerns.
What may set you apart:
Two (2) years of experience supervising staff including coaching, mentoring and training, assigning and reviewing work, monitoring leave, and corrective action.
Experience managing and navigating work teams through organizational change.
One (1) year of experience in professional written and verbal communication in a work setting to a variety of audiences.
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:
Prior to a new hire, a pre‑employment screening, including criminal record history, will be conducted. Information from the pre‑employment 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 to our pre‑employment screening, you will need to complete a Washington State Patrol background check in order to receive OMNIXX certification (not required prior to starting the position).
This position, while hybrid, will require you to work in person at our Olympia area office monthly and as business needs require.
DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.
For information about this position, available accommodations, or the interview process, contact Kyle Odell.
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.
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 veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.
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 360‑902‑4000 or may email the Talent Acquisition Team. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.
We do not use the E‑Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.
#J-18808-Ljbffr