Customer Record Support Supervisor (CSS4)

Posting number: 2026-06312

Department: Dept. of Licensing

Division: Programs and Services

Job classification: CUSTOMER SERVICE SPECIALIST 4

Posting type: Open & Promotional

Categories: Management, Miscellaneous, Customer Service, Records Management, Public Records

Summary

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 Record 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 lead a dynamic team, we encourage you to apply today!

Examples of duties

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.

• Monitor operational performance metrics and workload trends.
• Evaluate employee performance, identify development needs, prepare performance evaluations, recognize employee accomplishments, and addresses performance and conduct issues.
• Develop and maintain unit procedures, training materials, and technical guidance to support consistent business practices.
• Provide technical assistance and guidance to staff in resolving complex customer record issues.
• Represent the unit in meetings by sharing operational updates, communicating staff input, and contributing to discussions regarding unit activities and process improvements.

Qualifications

Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

Experience must include:

• Two (2) years of experience leading and mentoring teams, including coaching performance, providing training, assigning and reviewing work, and participating in corrective action discussions.
• Two (2) years of experience using Microsoft Office applications.
• Three (3) years of work experience providing service by phone or in person where explaining rules, policies, and/or procedures are regular daily function.
• One (1) year of experience researching, analyzing, and making recommendations on policies, procedures, laws, rules, or other written documentation related to business operations.
• One (1) year of experience working directly with internal or external partners, process partners, individuals or groups, to respond to questions, resolve concerns, and support business processes. 
• 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 m