JOB
The Records and Licensing Services Division (RALS) is seeking an individual who is passionate about customer service and eager to work as part of a dynamic, fast-paced, strong team environment in an exciting opportunity as a Vehicle and Vessel Licensing Specialist Supervisor (Customer Service Specialist Supervisor) in the RALS Licensing section. This role will provide you with the opportunity to demonstrate your experience and expertise in office operations, supervising people and providing excellent customer service. This person will schedule and assign work, oversee and provide direction to staff, resolve complex issues with customers, lead and support continuous improvement efforts, coordinate supervision with a team of supervisors, communicate openly and foster an atmosphere of equity and social justice. Licensing Services is seeking a team leader, an innovator and motivator with a can-do attitude! Records and Licensing Services' guiding principles and core values govern our roles and responsibilities as employees. We are actively seeking employees whose behavior is in alignment with King County’s True North and Values. We value diversity and strive to hire a workforce that reflects the community that we serve. All RALS employees are expected to participate in RALS equity work and attend equity trainings and discussions. RALS employees are expected to comply with equity and social justice principles, and to work with RALS colleagues and management to identify opportunities for improvement. Scope of Job Duties: To be considered for this opportunity, you must at a minimum demonstrate skill and ability to: Provide support to customer service specialists for matters that arise with customers on the phone, in person, and via email and mail while advising customers of documents and other information required for completing customer licensing transactions and provide supervision outside of regularly scheduled hours.Prioritize, schedule, and assign daily work, establish/adhere to established goals, supervise and support licensing customer service specialists. Provide training, technical support, feedback for new and existing employees. Celebrate accomplishments and find creative ways to provide recognition.Oversee and ensure compliance with King County and Washington State Department of Licensing (DOL) procedures, policies and directives; this includes conducting periodic monitoring and auditing as required.Conduct periodic performance evaluations, monitor work quality and quantity. Establish performance metrics and coach, counsel and mentor based on those metrics. Discuss individual performance with employees and recommend a training or development plan, take corrective measures as appropriate including counseling, written reprimands and letters regarding disciplinary actions. Conduct investigation and compose documents. Develop and maintain standard office procedures through a continuous improvement lens and ensure section-wide compliance. Participate in development, review and implementation of administrative policies and procedures within the section.Participate in and provide recommendations during recruitments for customer service specialist and participate on the Labor Management Committee.Perform moderate to complex numerical calculations involving cash handling, balancing and preparing bank deposits, payroll processing and other applications.DOL Vehicle Licensing Representative Title Certification Required.Perform other duties as assigned. Would be great for this role if you: Possess and demonstrate passion and enthusiasm for licensing work.Have a demonstrated background providing excellent customer service and the ability to prioritize and delegate tasks.Have a strong understanding in the DOL Vehicle Licensing DRIVES system.Have the ability to lead and supervise people while collaborating with other supervisors to establish and maintain effective working relationships.Have effective communication and interpersonal skills with a focus on collaboration and ability to motivate, working as a team with the ability to be an independent thinker who looks for new ways to solve problems.Have experience in conflict resolution, problem solving and negotiation, to defuse potentially stressful situations.Are comfortable and proficient in using Microsoft Suite.Equivalent combination of experience and education which provides the applicant with the desired skills, knowledge and ability required to perform the work.
SUPPLEMENTAL INFORMATION
This position is represented by Teamsters Local 117, Professional, Technical, and Administrative Employees.This position is exempt from the provisions of the Fair Labor Standards Act, and is not overtime-eligible. Due to this position’s access to sensitive records and systems, the successful candidate will be required to pass a thorough background and reference check.This recruitment may be used to fill additional vacancies for up to six months.Forbes named King County as one of Washington State's best employers.Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.Are you ready to APPLY?The recruitment for this position is open to all applicants. A completed King County Application is required. We highly recommend that you also provide a cover letter detailing your experiences as it relates to this position and a resume. If you have any questions, please contact DES Talent Solutions at DESTalentSolutions@kingcounty.gov.