Licensing Services Representative (LSR1)
State of Washington, Bay View, MD, United States
We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity. This position offers a hybrid remote schedule after a minimum of 120 days in office for training. Please note: Interviews for this position will be conducted in person at our Olympia office. The address will be provided if selected for interview.
Duties
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. Experience in a fast‑paced service environment or high call volume environment is required.
Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Word, Excel, Outlook, and the internet.
Six (6) months of experience accurately handling money when receiving and processing financial transactions (e.g., cash, credit card payments) over the phone or in person.
Six (6) months of experience using electronic systems and form templates to input data, 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, including 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 U.S. Citizenship and pass federal suitability for employment.
Prior to new hire, a pre‑employment check including criminal record history and driver’s abstract will be conducted. Information from the background check 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 required for this position, as a condition of employment.
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. Upon successful completion, 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.
EEO Statement 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.
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Duties
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. Experience in a fast‑paced service environment or high call volume environment is required.
Six (6) months of technical working knowledge and experience using Microsoft Office Programs such as Word, Excel, Outlook, and the internet.
Six (6) months of experience accurately handling money when receiving and processing financial transactions (e.g., cash, credit card payments) over the phone or in person.
Six (6) months of experience using electronic systems and form templates to input data, 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, including 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 U.S. Citizenship and pass federal suitability for employment.
Prior to new hire, a pre‑employment check including criminal record history and driver’s abstract will be conducted. Information from the background check 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 required for this position, as a condition of employment.
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. Upon successful completion, 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.
EEO Statement 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.
#J-18808-Ljbffr