Customer Service Representative - Motor Vehicle General Call Center - 5215001

State of Missouri; Jefferson City (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Department of Revenue in Missouri seeks a Customer Service Representative for the General Call Center (MVB). The role focuses on assisting customers with motor vehicle transactions, providing clear explanations of laws and procedures, and maintaining accurate records in a high-volume setting.

The successful candidate will demonstrate strong communication, attention to detail, and the ability to troubleshoot issues over the phone while delivering exceptional service.

Qualifications

• This role requires at least three years of clerical or office support experience, with two years in licensing, registration, tax processing, or related work.
• Experience in a high-volume call center or licensing environment is preferred.

Responsibilities

• Respond to inbound calls from customers regarding motor vehicle transactions, policies, and procedures.
• Explain laws, regulations, and processes in clear, customer-friendly language.
• Search and update computerized records and files.
• Accurately process requests and verify customer information.
• Document customer interactions and escalate complex issues when necessary.
• Maintain professionalism and courtesy in a fast-paced, high-volume environment.

Skills

Customer Service

Clear Communication

Attention to Detail

Computer Literacy

Problem-Solving

Self-Directed

Job description

Department of Revenue

DOR VISION: To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs.

How This Position Supports The Department’s Vision

This position is part of the Motor Vehicle Bureau Call Center team and focuses on providing exceptional customer service to individuals with questions about motor vehicle transactions. The ideal candidate will have strong communication skills, the ability to manage high call volumes, and a commitment to resolving inquiries accurately and efficiently. You will assist customers over the phone, troubleshoot issues, and ensure a positive experience during every interaction.

Customer Service Representative

General Call Center (MVB)

Department of Revenue

DOR VISION: To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs.

How This Position Supports The Department’s Vision

This position is part of the Motor Vehicle Bureau Call Center team and focuses on providing exceptional customer service to individuals with questions about motor vehicle transactions. The ideal candidate will have strong communication skills, the ability to manage high call volumes, and a commitment to resolving inquiries accurately and efficiently. You will assist customers over the phone, troubleshoot issues, and ensure a positive experience during every interaction.

Duties Performed To Support The Department’s Vision

This description may not include all duties, knowledge, skills, or abilities associated with this title.

• Respond to inbound calls from customers regarding motor vehicle transactions, policies, and procedures
• Explain laws, regulations, and processes in clear, customer-friendly language
• Search and update computerized records and files
• Accurately process requests and verify customer information
• Document customer interactions and **escalate** complex issues when necessary
• Maintain professionalism and courtesy in a fast-paced, high-volume environment

Core Competencies Needed

• Customer Service Excellence – Ability to provide courteous, professional assistance
• Clear Communication – Strong verbal and written skills
• Attention to Detail – Accuracy in data entry and documentation
• Computer Literacy – Proficient in navigating multiple systems and applications
• Problem-Solving – Ability to resolve issues quickly and effectively
• Self-Directed – Works independently while meeting team goals

Qualifications

Required:

• Three or more years of clerical or office support experience, including at least two years in licensing, registration, collections, tax processing, accounting, or related work

Preferred

• 2–4 years of experience in motor vehicle policies and procedures
• Previous call center or high-volume phone service experience
• Ability to manage multiple tasks in a fast-paced environment
• Positive attitude and strong interpersonal skills

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g., shift or time-of-service pay).

Please Direct Any Questions About This Position To The Missouri Department of Revenue Human Resources office at [phone].

The State of Missouri is an equal opportunity employer.