Corrections And Refunds Customer Service Specialist (css2)

Customer Service Specialist

The Washington State Department of Licensing is seeking two (2) Customer Service Specialists to add to their Corrections and Refunds Team. 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.

As the Corrections & Refunds Customer Service Specialist, you will review and correct driver and vehicle records while assisting customers both verbally and in writing. With your ability to solve problems, you will look into record issues to find appropriate solutions, making all necessary corrections. Maintaining confidentiality will be essential as you review and ensure our records are accurate so we can meet our purpose of helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

• Implement federal regulations, RCW's, WAC's, and departmental policies and procedures.
• Process driver refund requests.
• Resolve DRIVE record issues, reports, court correction requests, extensions, and appeals.
• Conduct business through phone, email, and fax with other DOL employees, the general public and other governmental agencies.

What you will bring to the role:

• Two (2) years of experience providing assistance to customers regarding inquiries, complaints or problems.
• One (1) year of experience communication by phone and composing clear, professional, appropriate, technically correct, and plain talk language email responses to customers.
• Experience using Microsoft Office Programs such as Microsoft Office, Word, Excel, and Outlook.
• The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.

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!