CUSTOMER SERVICE REPRESENTATIVE 2 - MINIMUM QUALIFICATIONS WAIVED

State of Nevada; Reno (NV); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health Insurance

Vacation

Sick Leave

Holidays

Retirement (PERS)

Deferred Compensation

No Nevada state income tax

Public Service Loan Forgiveness

Longevity Payments

Job summary

State of Nevada in Reno is seeking a Customer Service Representative within the Compliance Enforcement Division. The role involves assisting customers at a counter or by phone, handling licensing transactions for business operations and individuals in the motor vehicle industry, and researching applicable laws.

You will retrieve information from NCIC/NCJIS, conduct fingerprinting, and perform background checks while maintaining confidentiality.

Qualifications

• This position requires one or more years of applicable experience and a high school diploma or equivalent.
• Experience handling sensitive information and performing license-related transactions is preferred.

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 for completeness and collect related fees.
• Determine customer requests and explain applicable programs and services.
• Explain and ensure compliance with state and federal laws, regulations, and policies.
• Process determination notices and conduct information interviews.
• Retrieve and decipher information using NCIC/NCJIS systems.
• Fingerprint license applicants and assist with background checks.
• Maintain confidentiality of sensitive information.

Skills

Recordkeeping

Interviewing

Fraud detection

Data accuracy

Research methods

Education

High school diploma

Tools

NCIC retrieval

NCJIS data access

Job description

• No Nevada state income tax.

Job Summary

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.

Essential Qualifications

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.

Job Duties

• 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, ensurecompletion 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.
• Conduct interviews to elicit and record information.
• Gather, research, make determinations, resolve issues, and communicate information.
• Review and approve applications and licensing requirements.
• Maintain confidential information.
• Reconcile transactions.
• Administer tests and process transactions.
• Perform related duties as assigned.

Knowledge, Skills, And Abilities

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.

Benefits Include

• Health Insurance: Medical, dental, life, and disability insurance programs for employees and their dependents/family are offered through the Public Employees’ Benefits Program (PEBP).
• Vacation: Accrual of three weeks of annual leave each year.
• Sick Leave: Accrual of three weeks of sick leave each year.
• Holidays: 12 paid holidays per year.
• Retirement: Participation in the Nevada Public Employees Retirement System (PERS). Employees do not contribute to Social Security but will contribute to PERS if their position is at 50% or more full-time equivalency. For more information on how PERS service may impact Social Security benefits, visit the SSA publication.
• Deferred Compensation: The State offers a voluntary Deferred Compensation Program.
• No Nevada state income tax.
• Public Service Loan Forgiveness: Eligible due to public sector employment.
• Longevity Payments Eligibility: Employees who have received a performance rating of “standard” or better and have completed eight (8) or more years of continuous service are eligible for longevity pay.

Additional benefits

may apply to employees covered under a Collective Bargaining Agreement (CBA), depending on their designated bargaining unit. For more information, visit the Labor Relations Unit (LRU).

For more details about your rights and responsibilities as a State of Nevada employee, please review the State of Nevada Employee Handbook (PDF).

• State Holidays The holiday schedule for State employees is established by the Legislature.

The Following Are Legal Holidays

January 1.............................................. New Year's Day

Third Monday in January.................. Martin Luther King, Jr.'s Birthday

Third Monday in February................ Washington’s Birthday

Last Monday in May........................... Memorial Day

June 19................................................ Juneteenth Day

July 4.................................................... Independence Day

First Monday in September.............. Labor Day

Last Friday in October....................... Nevada Day

November 11........................................ Veterans' Day

Fourth Thursday in November........ Thanksgiving Day

Friday following the Fourth Thursday in November...................... Family Day

December 25........................................ Christmas Day

When January 1, June 19, July 4, November 11, or December 25 falls on a Saturday, the preceding Friday is the observed legal holiday. If these days fall on Sunday, the following Monday is the observed holiday. Eligibility for holiday pay is covered by the provisions of NAC 284.255

01

A pre-employment criminal history check and fingerprinting are required. Persons offered employment in this position will be required to pay for these items. Can you meet this requirement?

• Yes
• No

02

A valid driver's license is required at the time of appointment and as a condition of continuing employment. Can you meet this requirement?

• Yes
• No
• Required Question