Customer Service Specialist Lead (CSS3)

Posting number: 2026-05993

Department: Dept. of Licensing

Division: Programs and Services

Job classification: CUSTOMER SERVICE SPECIALIST 3

Posting type: Open & Promotional

Categories: Clerical & Data Entry, Legal, Miscellaneous, Customer Service, Public Records, Communications

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 Corrections and Refunds team within the Driver and Vehicle Records (DVR) unit is seeking a strong leader with exceptional writing and training skills to join the team as a Customer Service Lead.

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

If you are looking for an opportunity to support a highly motivated team, we encourage you to apply today!

Examples of duties

As the Customer Service Lead, you will play a key role in supporting the Driver and Vehicle Records (DVR) team by coaching and training Customer Service Specialists, holding them accountable, and helping to drive their success. In this role, you will serve as a trusted resource, acting as the first point of contact for questions and support, while also handling middle-tier escalations with confidence and professionalism. You will take the lead in developing clear, effective job aids, staying ahead of updates and changes within the Department of Licensing (DOL), and building a strong, accessible training library that supports consistent and efficient work processes. Through your leadership and dedication, you will directly contribute to our purpose of helping every Washington resident live, work, drive, and thrive.

• Support staff capability and knowledge through training, coaching, accessible reference materials, and department programs. 
• Reinforce standardized procedures and communication practices to support operational consistency. 
• Use LEAN principles to identify process improvement opportunities. 
• Conduct quality audits to ensure compliance with licensing laws (RCW), regulations, WACs, and internal policies and procedures. 

Qualifications

• Four (4) years of experience providing products or services and explaining rules and regulations to customers in a fast-paced environment.  

• Two (2) years of experience as a Customer Service Specialist 2 (CSS2)

• Two (2) years of experience using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
• One (1) year of experience providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions. 
• One (1) year of experience composing e-mails, training documents, or job aids that use clear, concise, everyday language that is technically correct. 
• One (1) year of experience interpreting complex rules, laws and policies or procedures and applying business practices. 
• 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.
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