Customer Service Rep 2- Help Desk

Driver Services, Department of; United States; On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare Benefits

Retirement and Pension Benefits

Paid Holidays

Flexible work options

Job summary

The Department of Driver Services in Georgia is seeking a Customer Service Rep 2- Help Desk to respond to inquiries by telephone, resolve complex issues with driving records, and ensure accurate data in the DDS system. This on-site role is based in Conyers, GA, with day shifts and some evening or Saturday hours as needed.

You will analyze records, guide teammates, and coordinate with courts, law enforcement, and state agencies to deliver timely resolutions while maintaining confidentiality and

Qualifications

• High school diploma or GED with two years of customer service experience.
• Excellent oral and written communication skills.
• Ability to work independently with minimal supervision.
• Proficiency with basic Microsoft Office tools including email and Outlook.
• Strong attention to detail and accuracy in data entry.

Responsibilities

• Respond to customer inquiries by telephone and resolve complex issues related to driving records.
• Analyze customer records and supporting documentation to provide timely resolutions.
• Guide and train new employees and support onboarding and daily tasks.
• Coordinate with courts, law enforcement, and other agencies on driver record issues.

Skills

Excellent communication

Attention to detail

Independent worker

Data entry

Microsoft Office & Outlook

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Job description

Explore a World of Opportunity with the State of Georgia! We are the force that drives Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title

Customer Service Rep 2- Help Desk

Agency

Department of Driver Services

Job Requisition ID

JR0000001141

Shift

Day (United States of America)

Compensation Details

$33,042.45 - $38,897.56

Job Description

Duties and Responsibilities Under general supervision, receives and responds to customer inquiries, primarily by telephone, to resolve complex issues affecting driving records and other Department of Driver Services (DDS) database records. Performs detailed analysis of customer records and supporting documentation, exercising sound judgment to make accurate decisions and provide timely, effective resolutions for internal and external customers. Maintains comprehensive knowledge of DDS policies and procedures governing the issuance, renewal, suspension, and reinstatement of Georgia driver's licenses, including Commercial Driver Licenses (CDLs). Assesses and clears Problem Driver Pointer System (PDPS) hits and resolves complex driver record issues involving jurisdictions nationwide. Provides guidance and on-the-job training to new employees, assisting with daily tasks, procedures, and agency systems to support successful onboarding and consistent service delivery. Communicates professionally and effectively with Customer Service Centers (CSCs), internal DDS departments, courts, law enforcement agencies, state agencies within and outside of Georgia, and customers with complex driver record issues. Demonstrates exceptional attention to detail, analytical thinking, problem-solving, and data entry accuracy while maintaining the integrity and confidentiality of sensitive records. Adapts to changing operational needs by working flexible schedules, including evenings and Saturdays, based on business requirements and established performance standards. Position is based in Conyers, Georgia.

Demonstrated Competencies

• Must have some basic technical knowledge
• Must have the ability to accurately put key data into computer systems while maintaining a high level of attention to detail.
• Must have excellent oral and written communication skills
• Must be able to handle high-volume transactions in a sedentary job with professional telephone techniques.
• Must have an attendance record of dependability and reliability.
• Must be able to work independent and perform responsibilities with minimal supervision
• Must display a high level of effort and commitment toward performing work and demonstrate responsible behavior
• Must know and be able to use email as a communication vehicle.
• Must have experience using the basic Microsoft Office tools including email and Outlook.

Minimum Qualifications

• High School Diploma/ GED and two (2) years of experience communicating information in a customer service setting; or one year of experience required at the lower-level Customer Svc Rep 1 (GST120) or position equivalent.

Preferred Qualifications

Preference will be given to those applicants who, in addition to meeting the minimum qualifications, also possess the following:

• Three (3) years of customer experience handling calls from a high-volume call center, Customer Service Center or customer service department identifying and resolving customer problems.
• Three (3) years direct contact with Georgia Courts and/ or Law Enforcement related to driver license activities and problem resolution.
• Prior knowledge of State and Federal Driver’s License Regulations

Total compensation

Combines direct compensation with the value of the State’s benefits and work-life options. Total Compensation establishes a win-win partnership that is important to the quality and success of the State programs and services.

Compensation Policy

In accordance with Personnel Board rules, current employees may receive higher compensation based on their experience and knowledge of agency operations and procedures.

Benefits

• Competitive Compensation
• Performance Recognition
• Retirement and Pension Benefits
• Flexible Benefits
• Healthcare Benefits
• Paid Holidays and Time Off
• Employee Assistance Program (EAP)
• Employee Discount Program
• Opportunities for Career Development and Advancement
• Flexible work and Telework schedules (available for select jobs)
• Engaging and Diverse Work Environments

Vacancy Status

VACANCY OPEN TO: ALL QUALIFIED APPLICANTS

Equal Opportunity Employer

We are an Equal Opportunity Employer

Minimum Qualifications (Additional)

High school diploma/GED and two (2) years of experience communicating information in a customer service setting; or one (1) year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.

Accommodation statement

Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.

Background Checks

All candidates are subject to background to include (motor vehicle, credit, and criminal history checks).

Note

NOTE: Information in this announcement is subject to change.

Georgia State Government is a large enterprise, composed of various entities with a common goal to improve the lives of Georgia's 10 million citizens. With nearly 62,000 employees, we are one of the single largest employer in the state. Public service opportunities stretch across the state as employees live and work in all 159 counties. From traditional fields such as accounting, nursing, and engineering to unique fields like forestry and natural resources management, Georgia state government provides a world of opportunity.