Customer Record Support Supervisor (CSS4)

State of Washington

Olympia, WA

$51,600–$67,704 Per Year

1 day ago

Job Description

Customer Record Support Supervisor (CSS4)

Salary

$51,600.00 - $67,704.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Full Time - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-06312

Department

Dept. of Licensing

Division

Programs and Services

Opening Date

08/11/2026

Closing Date

8/18/2026 11:59 PM Pacific

Description
Benefits
Questions

Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity.

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 Programs and Services Division (PSD) is seeking a Customer Record Support Supervisor to assist in leading their Customer Record Support Unit.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

If you are skilled in managing competing priorities and are ready to lead a dynamic team, we encourage you to apply today!

Duties

As the Customer Record Support Supervisor, you will have the opportunity to support your team while contributing to a culture where employees feel valued and respected. Relying on your attention to detail, you will ensure balanced workloads and review your team's completed work for accuracy. With a people-centered approach, you will provide consistent feedback, coaching, and assistance to your staff as they provide excellent customer service by ensuring our records are accurate. Your work in this role will have a direct impact on our ability to fulfill our purpose of helping every Washington resident live, work, drive, and thrive.

Some of what you will do:

Monitor operational performance metrics and workload trends.
Evaluate employee performance, identify development needs, prepare performance evaluations, recognize employee accomplishments, and addresses performance and conduct issues.
Develop and maintain unit procedures, training materials, and technical guidance to support consistent business practices.
Provide technical assistance and guidance to staff in resolving complex customer record issues.
Represent the unit in meetings by sharing operational updates, communicating staff input, and contributing to discussions regarding unit activities and process improvements.

Qualifications

What you will bring:

Four (4) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.

Experience must include:

Two (2) years of experience leading and mentoring teams, including coaching performance, providing training, assigning and reviewing work, and participating in corrective action discussions.
Two (2) years of experience using Microsoft Office applications.
Three (3) years of work experience providing service by phone or in person where explaining rules, policies, and/or procedures are regular daily function.
One (1) year of experience researching, analyzing, and making recommendations on policies, procedures, laws, rules, or other written documentation related to business operations.
One (1) year of experience working directly with internal or external partners, process partners, individuals or groups, to respond to questions, resolve concerns, and support business processes.
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 can be gained concurrently.

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

What may set you apart:

Two (2) years of experience supervising staff including performance management, employee development, workload oversight, and addressing employee performance issues.
One (1) year of experience managing and navigating work teams through organizational change.
Experience communicating complex information through professional written and verbal methods to diverse audiences.
Knowledge of driver and vehicle records and the ability to apply records and take appropriate action by applying licensing laws, rules, policies and procedures when determining appropriate actions.

Additional Requirements of Employment:

Must be able to travel to our Olympia office one day per month and to meet business needs.
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.
Verified reliability and malfeasance check for previous five years of employment.
In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.

For information about this position, available accommodations, or the interview process, contact Nicole Walters.

Supplemental Information

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!

How to Apply:

Select the Apply button at the top of this job announcement.
Incomplete applications may disqualify you from eligibility for the position. You must 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.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, 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 the Talent Acquisition Team.. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360-339-7344.

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

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

I understand that to be considered for this position I must not require sponsorship by Department of Licensing for a visa now or in the future.

I understand to be considered for this position I must answer all supplemental questions fully and clearly detail my relevant experience on the application as this will act as my resume and cover letter.

In this role, you will have the privilege to serve a diverse group of teammates, customers, and partners. How would you use your understanding of cultural differences to create an inclusive environment where everyone feels valued and has the opportunity to succeed?

How many years of experience do you have helping clients and/or customers regarding inquiries, complaints, or problems?

I have less than 1 year of this type of experience.
I have 1 or more years of this type of experience.
I have 2 or more years of this type of experience.
I have 3 or more years of this type of experience.
I have 4 or more years of this type of experience.
I do not have this type of experience.

Please select all that apply. I have the following:

Two (2) years of experience leading and mentoring teams, including coaching performance, providing training, assigning and reviewing work, and participating in corrective action discussions.
Two (2) years of experience using Microsoft Office applications.
Three (3) years of work experience providing service by phone or in person where explaining rules, policies, and/or procedures are regular daily function.
One (1) year of experience researching, analyzing, and making recommendations on policies, procedures, laws, rules, or other written documentation related to business operations.
One (1) year of experience working directly with internal or external partners, process partners, individuals or groups, to respond to questions, resolve concerns, and support business processes.
None of the above.

Describe a time when you had to support a team member who was having difficulty meeting expectations. How did you handle the conversation and what was the result? If you do not have this experience, type N/A.

Please select all that apply. I have the following:

Two (2) years of experience supervising staff including performance management, employee development, workload oversight, and addressing employee performance issues.
One (1) year of experience managing and navigating work teams through organizational change.
Experience communicating complex information through professional written and verbal methods to diverse audiences.
Knowledge of driver and vehicle records and the ability to apply records and take appropriate action by applying licensing laws, rules, policies and procedures when determining appropriate actions.
None of the above.

Describe a time you worked as part of a primarily virtual team where accuracy was important. How did you help ensure work stayed on track and was completed accurately? If you do not have this experience, type N/A.

Where did you learn of this vacancy?