Hotline: 678-408-1354

Customer Services Specialist Generalist – Driver & Vehicle Records

The Department of Licensing has opportunity for customer service professionals with experience who are interested in providing technical assistance to driver and vehicle/vessel records. We are looking for customer-oriented specialists who enjoy responding to customer issues and concerns, performing data entry, researching and identifying issues, and maintaining confidentiality. Our ideal candidates must be comfortable using Microsoft Office must have strong verbal and written communication skills and buy into the idea that customer service means being friendly and helpful, every time. The Department of Licensing values wellness and promotes a family-friendly culture where a healthy work life balance is supported. And, in addition to our State’s excellent benefits package, we offer an outstanding tuition assistance program! This recruitment will be used to fill multiple (at least 6) non-perm positions and job posting is open continuous until all positions are filled. We anticipate the position will last approximately 12 month plus; however, non-permanent appointments may be extended or ended with one-day notice. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. Initial screening will begin November 03, 2017. It is to the applicants’ advantage to submit materials as soon as possible.

What our Customer Services Specialist Generalists will do:
Reporting to the Management Analyst 3 within the Driver and Vehicle Records Section

within Programs and Services Division, this position will:
Respond to customers regarding the driving record and the vehicle/vessel record related complaints resolving problems by providing technical assistance to licensing records and processing documents related to driver and vehicle records.

Maintain official records for drivers, vehicles and vessels.

Evaluate and respond to driver record related customer complaints/inquiries and requests via telephone, email, written correspondence, and fax.

Access various driver and vehicle related applications and databases to independently conduct research, identify, and analyze driver and vehicle record data.

Analyze supporting documentation received from internal and external stakeholders for accuracy, completeness and compliance.

Review and verify system reports for accuracy when errors are found update or correct the driver record and other related databases.

Assist customers by researching records, providing information, interpreting state laws and rules, federal regulations, policies and procedures, and departmental actions.

Follow strict security procedures, ensuring confidentiality of sensitive driver and vehicle/vessel records and legal information.

Interact with internal and external customers including public agencies, courts, law enforcement agencies, federal/state/local government agencies, attorneys, school districts, and the public to complete the assigned work.

Required qualifications:
Applicants who possess the following qualifications may be referred to the hiring manager:

High School Graduation or GED equivalent.

One year of experience using computer programs such as Microsoft Word, Excel and Outlook.

One year of experience providing information, composing clear, professionally appropriate, and technically correct and giving step-by-step instructions to a diverse audience, verbally and in writing.

One year of experience providing service to customers on the phone or in person where explaining rules, policies, and/or procedures are regular daily functions.

Preferred qualifications:
Applicants who also possess the following may receive additional consideration by the hiring manager:

Experience reviewing driver and vehicle/vessel records to take appropriate action based on licensing laws, rules, policies, procedures or applications.

Experience using the following computer systems and databases to include, but not limited to, IDIPS, DOLLI, SR22/26 Workflow Data Storage System, DRIVES, DAV, Data Warehouse and standardized Letters.

Experience retrieving documents from the Drivers Imaging Database.

Why work at DOL?

We impact more citizens directly than any other state agency and have a strong mission, vision, value, goals and agency culture. We are focused on our commitment to great service, advancing public safety and consumer protection through licensing, regulation and education and collecting revenue that supports our state’s transportation system. We are a diverse organization that values integrity, inclusion, respect, results and service excellence. And we have a positive agency culture where employees are engaged, empowered, and appreciated.

Find out what OUR OWN have to say about our Culture and Diversity !

Union Inclusion:
This position is covered by a union shop provision. Therefore, as a condition of employment, candidates who are appointed are required to become members of the Washington Federation of State Employees (WFSE), or arrange to pay to that union a fee equivalent to its regular monthly dues.

How to Apply:
To be considered for this vacancy, please select the large Apply button at the top of this job announcement. If you haven’t already done so, you will need to create an applicant profile.

The following documents must be attached as a separate file to your applicant profile:

Letter of interest stating your interest in this position.

Resume, chronological preferred, stating your qualifications related to this position.

Three professional references including name, title, and a current phone number.

It is in the applicant’s best interest to ensure the work history section of their applicant profile clearly states any and all qualifications they possess related to the position, and includes verifiable salary history information.

Failure to follow the above application instructions may lead to your disqualification.

If you have questions or need assistance completing the application process, please contact the recruiter listed below prior to when this job posting closes AND before you submit your application .

Special Notice:
To take advantage of veteran’s preference, please do the following:

Email a copy of your DD214 (Member 4 copy), NGB 22 or USDVA signed verification of service letter to

Use a subject line of ” VET for PSD CSS2 17-284″

Include your name as it appears on your application in

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.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to six months.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, 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 Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

Contact Us:
For inquiries about this position, please contact Anu Rao at 360-902-4061 or email HRRecruit@DOL.WA.GOV . Please reference recruitment number 17-284 .

Customer Services Specialist Generalist – Driver & Vehicle Records Supplemental Questionnaire


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