Licensing Services Representative (LSR1)

Description

Duties

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.

• 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.

Qualifications

• 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.
• 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.
• 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.
• 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.

• 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..

• Must prove US Citizenship and pass federal suitability for Employment.
• Prior to a new hire, a driver's abstract and 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.
• 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.

Supplemental Information

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!

• Select the Apply button at the top of this job announcement.
• Please clearly detail your relevant direct customer service experience in the "Duties" section.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

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.