• Answer inbound customer calls, emails, and support tickets • Assist customers with utility billing questions, account maintenance, and payment inquiries • Resolve customer concerns while providing exceptional service • Research customer accounts and accurately document interactions • Process payments, forms, and service requests • Escalate complex issues to the appropriate internal teams • Maintain accurate customer records and follow up on outstanding requests • Collaborate with internal departments to ensure timely issue resolution • Meet departmental goals for quality, accuracy, and response times • Contribute to continuous process improvement and provide feedback to enhance the customer experience

• Answer inbound customer calls, emails, and support tickets • Assist customers with utility billing questions, account maintenance, and payment inquiries • Resolve customer concerns while providing exceptional service • Research customer accounts and accurately document interactions • Process payments, forms, and service requests • Escalate complex issues to the appropriate internal teams • Maintain accurate customer records and follow up on outstanding requests • Collaborate with internal departments to ensure timely issue resolution • Meet departmental goals for quality, accuracy, and response times • Contribute to continuous process improvement and provide feedback to enhance the customer experience

Role Description We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Equity | Inclusion. 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 Driver and Vehicle Records (DVR) unit is seeking to hire a Customer Service Specialist that is able to multi-task and has excellent verbal and written communication skills. 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 join a highly motivated team, we encourage you to apply today! Duties - Supports accurate, complete and legally compliant driver and vehicle records. - Contributes to timely, accurate, and equitable resolution to customer and stakeholder inquiries, complaints, and issues. - Provides technical assistance and guidance to internal and external customers to support resolution of issues, inquiries, and complaints verbally and in writing. - Sort and route documents for processing to ensure work queues are maintained and distributed to DVR program areas. Qualifications - Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems. - Three (3) years of combined relevant education and experience may substitute for this requirement. - Experience must include the following: - Two (2) years of using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote. - One (1) year of providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions. - Applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolve customer complaints, inquiries, and complex problems verbally and in writing to convey regulatory information. - Composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers. - 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 meet the needs of others. - *Experience may be gained concurrently* Requirements - Must be able to travel to our Olympia office once per month or more to meet business needs. - Prior to a new hire, a pre-employment check including criminal record history will be conducted. - Verified reliability and malfeasance check for previous five years of employment. - An acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. - You will have the capability to review and challenge any record through the FBI. Benefits - DOL is committed to the full inclusion of all qualified individuals. - We will take the steps to ensure that people with disabilities are provided reasonable accommodations. How to Apply - Select the Apply button at the top of this job announcement. - Attach a resume. - Incomplete applications may disqualify you from eligibility for the position. - Ensure all application areas, including supplemental questions and attachments, are completed in full. - Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

Role Description We're looking for a Customer Service Representative who is passionate about helping people and delivering an outstanding customer experience. If you enjoy solving problems, communicating with customers, and working in a fast-paced environment, we'd love to hear from you. Our Customer Service team plays a vital role in building trust with our clients and their residents by providing timely, accurate, and friendly support. - Answer inbound customer calls, emails, and support tickets - Assist customers with utility billing questions, account maintenance, and payment inquiries - Resolve customer concerns while providing exceptional service - Research customer accounts and accurately document interactions - Process payments, forms, and service requests - Escalate complex issues to the appropriate internal teams - Maintain accurate customer records and follow up on outstanding requests - Collaborate with internal departments to ensure timely issue resolution - Meet departmental goals for quality, accuracy, and response times - Contribute to continuous process improvement and provide feedback to enhance the customer experience Qualifications - 1-2 years of customer service experience - Excellent verbal and written communication skills - Strong problem-solving and critical thinking abilities - Comfortable navigating multiple computer systems and Microsoft Office - Highly organized with strong attention to detail - Ability to manage multiple priorities in a fast-paced environment - Self-motivated with the ability to work independently in a remote setting - Commitment to providing exceptional customer service and building positive customer relationships Requirements - Bilingual (Spanish/English) preferred - Experience in utility billing or the utility industry preferred - Experience working in a call center or customer support environment preferred - Experience using CRM or customer service software preferred - Ability to work the 9:30 a.m. – 6:00 p.m. Pacific Time schedule Benefits - Fully remote work environment - Collaborative and supportive team - Opportunities for professional growth and development - A culture focused on teamwork, innovation, and exceptional customer service - The opportunity to make a meaningful impact by helping customers every day