Customer Service Lead (CSS3)

Description

Our Court & Program Support Unit is seeking to hire an adaptable, people-centered leader to join their team as a Customer Service Lead.

Duties

As the Customer Service Lead, you will travel statewide to deliver non-biased oral testimony in a court of law regarding the accuracy of driver and vehicle records, while supporting your team as they do the same. Relying on your attention to detail, you will prepare for testimony each week, assign workloads, and evaluate and respond to complex driver, vehicle, and vessel records. Your leadership ability and knowledge will be key in training a team of customer service specialists to develop their skills on how to testify in a court of law by conducting mock trial practices and how to read and interpret court records. Your ability to champion change will be essential as you provide positive guidance to your staff in high-stress situations. Your work in this role will have a direct impact on our ability to help every Washington residents live, work, drive, and thrive.

• Use various databases to review, establish, update, and/or correct driver, vehicle or vessel records and reports.
• Identify on the job training needs and make recommendations to unit Supervisor.
• Provide technical guidance and support to staff.
• Coordinate and lead cross-training on unit processes.
• Train and mentor new and current CSS2s in the unit on aspects of customer service and problem resolution.
• Travel to courts of law throughout the state to deliver oral testimony regarding driving abstracts, vehicle record information, practices, policies, and procedures.
• Track all information regarding assigned court trials, ensuring the accuracy of information entered.
• Provide accurate driver and vehicle record requests to the public, court systems, law enforcement and other stakeholders who have legal permissible uses.
• Review and enter all subpoena information regarding assigned court trials into DRIVES.
• Disseminate subpoenas received from defense attorneys, prosecutors, and other officers of the court based on location of trial and designated zones.
• Conduct initial review of all subpoenas received to ensure it is a service the department provides.
• Review and process subpoena Deuces Tecum requests from defense attorneys and the public.

Qualifications

What you will bring to the role:

• Three (3) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
  • Experience should include providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.

• Two (2) years of experience using Microsoft Suite software to include: Compose, send, and respond to email messages, and utilize calendars and meeting request functions in Outlook. Create, format, edit, preview, print, and save documents, using standard functions to select, edit, copy, paste, format, and spell check text. Create bulleted and numbered lists, indent and align paragraphs, and use bordering and shading features in Word. Create and edit basic level spreadsheets in excel.
• Two (2) years of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers applying plain talk principles and clear communication guidelines.
• The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.

• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolves customer complaints, inquiries, and complex problems verbally and in writing.
• Experience leading a team or being in a lead role, which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff
• An Associate’s degree or higher AND 2 years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Experience working in DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies and procedures.
• Coordinating travel and logistical arrangements, planning, and scheduling meetings and/or remote testimony using electronic platforms and preparing travel documents.
• Knowledge/Experience providing oral testimony in court or similar situations.

• Must be able to travel statewide with occasional overnight stays.
• Prior to a new hire, 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.

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.
• Attach a current resume.
• 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.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.