CUSTOMER SERVICE REPRESENTATIVE 2 - MINIMUM QUALIFICATIONS WAIVED - FALLON

State of Nevada (NV); Fallon (NV); On-site; USD 38,000 - 48,000; Full time

Job summary

The State of Nevada DMV in Fallon seeks a Customer Service Representative to handle driver’s license, vehicle, and business licensing support, including voter registration and issuance of IDs. This role focuses on delivering DMV services to the community and serving as the first point of contact for inquiries.

Responsibilities include processing transactions, maintaining records, verifying information, collecting fees, and ensuring compliance with state laws.

Qualifications

• One or more years of applicable experience as described in the job duties and graduation from high school or equivalent education.
• Knowledge of applicable federal and State laws, regulations, and agency policies and procedures.
• Skill in recordkeeping, interviewing techniques.
• Ability to maintain confidentiality and handle sensitive information.
• Ability to explain and enforce program rules and processes.

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 and ensure completion of documents.
• Collect fees related to transactions.
• Determine customers’ requests 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.

Skills

Customer service

Interpersonal communication

Recordkeeping

Data verification

Problem resolution

Interviews

Education

High school diploma or equivalent

Job description

DMV Customer Service Representatives provide customer services associated with driver's license, vehicle, and business occupational licensing programs including licensing drivers; issuing identification cards; registering and titling vehicles; issuing occupational business licenses; and processing reinstatements. This position is located in Fallon office within our DMV Customer Services Division and is dedicated to customer service and the delivery of DMV programs and voter registration to the community.

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

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.