Court and Program Support Customer Service Supervisor (CSS4)

Timeline Optimization's mission is to help job seekers find attractive opportunities before they become widely advertised. We are not a staffing firm or agency. Timeline Optimization does not hire directly for these positions—we identify and validate them in real-time from actual employers.

Location: Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Department: Dept. of Licensing, Division of Programs and Services

About the role

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 Court & Program Support Unit is seeking a detail-oriented, organized, and collaborative Customer Service Supervisor to join their 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.

If you are looking for an opportunity to lead a highly-motivated team and travel around Washington State, we encourage you to apply today!

Responsibilities

• Build a skilled and adaptable workforce.
• Ensure accurate, timely, and consistent processing of driver and vehicle records.
• Perform all unit functions.
• Ensure accurate, timely, and compliant processing of driver and vehicle records by leveraging expertise in the DRIVES system.
• Identify and address operational inefficiencies and system errors.
• Drive continuous process improvement by actively participating in Lean initiatives, proposing procedural and policy enhancements, and providing expert data to support training, communication, and agency transparency.
• Lead your team in providing accurate and timely certified records and oral testimony.
• Foster a culture of accountability, collaboration, and continuous growth.
• Support employee success through coaching, clear communication, and recognition of achievements.
• Resolve complex customer issues using sound independent judgment, provide technical expertise, and ensure high-quality outcomes.
• Oversee quality assurance by reviewing final work, verifying accuracy, and identifying potential errors before completion.
• Equip your team with the skills, confidence, and support they need to help every Washington resident live, work, drive, and thrive.

Requirements

Five (5) 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. Up to four (4) years of relevant education may be substituted year for year for experience.

Qualifications

Experience Must Include The Following:

• One (1) year of experience leading or supervising a team which could include assigning and/or reviewing work, providing instruction and guidance to staff, cultivating teamwork, mentoring, or coaching staff for personal and professional growth, performance, or corrective action.
• Two (2) years of experience working directly with stakeholders, individuals, and groups and responding to their questions or concerns.
• Three (3) years of experience using Microsoft Office programs.

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.

Pay

Salary: $51,600.00 - $67,704.00 Annually