Description
WSLCB Vision
Safe communities for Washington State
Mission
Promote public safety and trust through fair administration and enforcement of liquor, cannabis, tobacco, and vapor laws
A culture of excellence
We pride ourselves on creating the "wow" factor in everything we do. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance. We strive to be a great place to work by fostering a safe, open, inclusive and healthy work environment. We want to ensure that our organization is as diverse and inclusive as our great State of Washington.
Your opportunity at a glance
The Licensing and Regulation Division is announcing an opportunity as a Licensing Specialist Supervisor in the Customer Service Unit. This position will supervise, plan, direct and coordinate the functions of customer service and office support personnel in a manner that will optimize the agency's mission and goals and improve the division's efficiency. As the Licensing Specialist Supervisor, you will contribute to the agency's mission by providing the highest level of public safety by assessing, analyzing and enforcing laws, regulations and policies and for determining whether the criteria and regulations are met so that licenses and permits are issued to qualified businesses and individuals. Under the direction of the manager and/or director, this position will provide direct supervision to two licensing staff levels by analyzing and resolving problems and demonstrating thorough knowledge of processes and protocols for licensing staff.
Duties
Supervisory Duties
- Supervise, monitor and coordinate activities and processes of a licensing program(s); approve or disapprove selected license transactions for issuance of new, renewal and change licenses, recommend approval/denial of other license types; examine non-standard and unusual license applications and accompanying legal documents referred by staff. Depending on complexity of the transaction or nature of the issue, may complete the process and provide specific or general instructions to assigned staff.
- Provide leadership and guidance. Direct and assist staff functioning in liaison with other state, local or federal agencies to obtain information to verify or coordinate statutory and WAC rule requirements or to resolve problems.
- Consult with, assist, and provide expertise to staff, license applicants, the public, government officials, attorneys, and others on technical matters involving applicable statutes, regulations, laws, policies and procedures in the form of oral and written licensing information to licensees, applicants, and agency staff.
- Support and enhance employees' expertise to maintain and develop knowledge, skill, abilities and attitudes that promote excellence and quality outcomes.
- Collaborate with other departments to determine how the customer service and support service can support their respective departments/units.
- Establish work procedures, prepare work schedules and determine methods for expediting workflow and ensure customer service calls are answered in a timely, efficient, and knowledgeable manner; provide continual evaluation of processes and procedures.
- Assist callers with escalated service issues.
- Communicate and ensure that all approved policies and procedures are adhered to; recommend improvements and service enhancements.
- Seek attorney general guidance, advice and interpretation of laws, rules and impasse, handles the more complicated questions requiring legal interpretation, for the general public and other agencies; interprets RCW, WAC and/or Tribal-State Compact of Memorandums of Understanding
- Provide information and advice concerning specialized services rendered related to licensing to include difficult problems, questions or complaints raised by the applicant or staff.
- Evaluate staff performance.
Administrative Duties
- Summarize and compile monthly statistics on staff productivity; composes correspondence to licensees, applicants and agency staff.
- Represent unit manager at meetings and act in place of manager during absences; provide training and other presentations to agency staff, other agencies and/or the public.
- Oversee processing of retail & non-retail liquor and marijuana license and special occasion license applications, added activity/alteration requests/approvals, discontinued businesses, added endorsements, estates, certified letter, correct records, license history requests, marriage/divorces and various liquor permits.
- Assist management in developing policies and procedures.
Training
- Train Customer Service Specialists and Office Assistants in new departmental procedures or operation.
- Develop and implement training for customer service and support services staff, ensuring that for each duty assigned to the unit has a primary and back-up staff member fully trained in that duty.
- Prepare training manuals and preside over training classes.
- Provide feedback, coaching and guidance to customer service and support service staff.
- Assist in the planning and organization of training for licensing staff.
- Assist in facilitating staff meeting and other department meetings
- Provide training and presentations to agency staff, outside agencies and the general public.
Qualifications
Required Qualifications:
One year as a Licensing Specialist Senior
OR
Three years of lead or supervisory experience within a regulatory agency
OR
An associate of arts degree from an accredited college with major study in finance, business or public administration, economics, law, accounting, or closely related and one year of working in a licensing office applying statues and regulations to approve or deny documents submitted for permits and licensure.
Desired Qualifications:
Knowledge of:
- Solid knowledge of agency process, protocols and procedures with a focus on licensing and regulation.
- Demonstrated skills in employee supervision and interpersonal skills to effectively motivate other.
- Ability to lead change and innovation.
- Solid organizational and customer service skills to effectively manage multiple priorities.
- Solid interpersonal communication skills to include verbal and written, active listening and critical thinking skills.
- Solid skills to quickly evaluate complex issues and identify resolution.
Supplemental Information
HOW TO APPLY
PLEASE READ THE FOLLOWING INFORMATION CAREFULLY TO ENSURE YOU HAVE SUBMITTED THE REQUIRED MATERIALS TO BE CONSIDERED.
IMPORTANT: To be considered for this position, you MUST include the following, failure to do so WILL result in your application being disqualified:
1. Completed on-line application
2. Resume, detailing experience and education as it relates to the position
3. Letter of interest, describing how you meet the specific qualifications for the position
4. Three to four professional references to include a current or recent supervisor with
current contact numbers and email addresses.
**A resume will not substitute for completing the "work experience" section of the application.
The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.
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.
Other
Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.
RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of marijuana, useable marijuana, or marijuana-infused products, or derive any profit or remuneration from the sale of marijuana, useable marijuana, or marijuana-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.
WSLCB is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation, gender identity diversity, age, honorably discharged veteran, veteran status, genetic information, or the presence of any sensory, mental or physical disability or the use of a trained guide dog or service animal by a person with a disability.
For questions about this recruitment, or to request reasonable accommodation in the application process, please email hrjobs@lcb.wa.gov or call (360) 664.1636. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6388.