CUSTOMER SERVICE REPRESENTATIVE 2 - MINIMUM QUALIFICATIONS WAIVED

State of Nevada (NV); Reno (NV); On-site; USD 42,000 - 54,000; Full time

Job summary

The State of Nevada in Reno seeks a responsible Customer Service Representative within the Compliance Enforcement Division. The role involves assisting customers at a counter or by phone and performing complex transactions related to occupational and business licensing duties.

Incumbents will verify information, explain laws, collect fees, and maintain confidentiality. One+ years of experience and a high school diploma are required, with EO 2026-002 waivers currently in place.

Qualifications

• Knowledge of applicable federal and state laws, regulations, and agency policies and procedures.
• Skilled in recordkeeping, interviewing techniques and data handling.
• Ability to review documents, identify discrepancies and resolve issues.

Responsibilities

• Serve as first line of contact to customers via telephone, online, or in person.
• Maintain data, records, and accounts.
• Enter, update, verify, and correct information.
• Review forms, ensure completion of documents.
• Collect fees related to transactions.
• Determine customers’ requests, assess document validity, and provide information about programs and services.
• Explain and ensure compliance with federal and state laws, regulations, and policies and procedures.
• Process determination notices.

Skills

Recordkeeping

Interviewing techniques

Customer service

Education

High school diploma or equivalent

Job description

This position is located in our Reno DMV Office within the Compliance Enforcement Division, Occupational and Business Licensing Section. Under general supervision, incumbents spend a majority of the time directly assisting customers at a counter or by telephone and perform a variety of complex transactions associated to occupational and business licensing duties. Incumbent is responsible for ensuring compliance with State and federal laws, regulations and agency policies and procedures involving the licensing of certain business operations and individuals within the motor vehicle industry. This position will be responsible to authorize actions that impact business and occupational license privileges and determine eligibility for new and continuing license privileges; create, review documentation, and change license information; research and explanation of laws, regulations and policies related to licensing. Additionally, incumbent will be responsible to retrieve and decipher information from National Crime Information Center (NCIC), Nevada Criminal Justice Information Center (NCJIS) systems to pertaining to registration, title, driver's license and criminal history information. Position will be responsible for fingerprinting license applicants, perform background checks; ensure appropriate confidentiality and security of information.

Customer Service Representatives perform customer support duties including receiving and responding to inquiries from the public, other State and outside agencies.

PER EXECUTIVE ORDER 2026-002, ALL MINIMUM QUALIFICATIONS HAVE BEEN WAIVED FOR THIS POSITION UNTIL DECEMBER 31, 2026. Please refer to the link for more information: https://gov.nv.gov/Newsroom/ExecOrders/Executive-Orders/

One or more years of applicable experience as described in the job duties and graduation from high school or equivalent education.

1. Serve as first line of contact to customers via telephone, online,or in person.
2. Maintain data, records, and accounts.
3. Enter, update, verify, and correct information.
4. Review forms,ensurecompletion of documents.
5. Collect fees related to transactions.
6. Determine customers’ requests, assess document validity, and provide information about programs and services.
7. Explain and ensure compliance with federal and State laws, regulations, and policies and procedures.
8. Processdetermination notices.
9. Conduct interviews to elicit and record information.
10. Gather, research, make determinations, resolve issues, and communicate information.
11. Review and approve applications and licensing requirements.
12. Maintain confidential information.
13. Reconcile transactions.
14. Administer tests and process transactions.
15. Perform related duties as assigned.

This job specification lists the major knowledge, skills and abilities of the job and is not all inclusive. Incumbent(s) will be expected to have knowledge, skills and abilities from a previous level.

Knowledge of:

• Applicable federal and State laws, regulations, and agency policies and procedures.
• Standard business practices; writing letters and reports; preparing informational materials.

Skill in:

• Recordkeeping and interviewing techniques.
• Identifying fraudulent documents and verifying security features.
• Identifying and correcting data discrepancies and omissions.
• Reviewing and evaluating information from various sources and responding to requests for information.
• Performing research, information retrieval, and report preparation.

Ability to:

• Maintain a positive and professional attitude towards customers; interact with customers from varying social, economic, educational, and cultural backgrounds.
• Respond to and prioritize multiple phone calls and other requests or interruptions.
• Maintain confidential records.
• Evaluate and respond to complaints; handle stressful situations and difficult customers in a calm and professional manner.