Customer Service Lead (CSS3)

Benefits, Questions, Description

• 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.

• 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.
• Experience must include the following: 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.

• Benefits
• Paid leave
• Staff training and other compensation benefits

State of Washington Job Opportunities | Work that Matters