Motor Vehicle Customer Service Representative 1 (12-5403)

State of Alaska; Ketchikan (AK); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Retirement plan

Health insurance

Paid time off

Job summary

The State of Alaska, through the DMV office in Ketchikan, seeks a Customer Service professional to examine documentation and issue IDs, titles, and registrations. You will explain driving regulations and assist the public with accuracy and empathy in a fast-paced setting.

This role involves in-person service with some online processing and phone inquiries, supporting residents across Southeast Alaska while upholding the agency’s values and commitment to excellent customer service.

Qualifications

• Six months of employment experience that included cash handling and working directly with clients or customers.
• Experience providing information to the public on services, procedures, and requirements is considered a plus.

Responsibilities

• Examine documentation to issue identification documents, titles, and registrations.
• Explain policies, statutes, and regulations to the public with accuracy and clarity.
• Interact with the public in person and via phone for online processing and inquiries.
• Maintain high standards of customer service in a busy DMV environment.

Skills

Customer service

Analytical thinking

Problem solving

Interpersonal communication

Job description

This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify.

What You Will Be Doing

Work as part of the fast-paced DMV Public Service team examining documentation presented in order to issue multiple types of identification documents as well as titles and registrations. This position requires thorough attention to detail and problem solving, reviewing and explaining driving privileges and regulations. The MVCSR I will interact directly with the public often times explaining policies, statutes, and regulations.

In addition to in-person work, this position does some online processing of other types of work and may field questions from the public over the phone.

Our Organization, Mission, and Culture

The Division of Motor Vehicles (DMV) is committed to providing faster, friendlier, exceptional customer service, and being more accessible than ever before. The core values that shape our culture are:

• ABILITY: We improve the lives of Alaskans through accurately and efficiently permitting, licensing, and reinstating drivers, titling assets, and promoting the overall safe operation of drivers and vehicles in communities throughout the last frontier.
• CUSTOMER FOCUSED: We navigate the path to “yes” by engaging with an empathetic mindset, adaptive interpersonal skills, and a variety of intuitive processes to fully support the needs of our diverse communities.
• PASSIONATE PEOPLE: We have a positive attitude, the ability to learn and grow, are self-motivated, service-oriented, inquisitive, observant, and demonstrate accountability and teamwork.
• EXPERTISE: SME is Me! We are a solutions-oriented organization of Subject Matter Experts that provide accurate and efficient service to our communities.
• CHAMPIONS OF CHANGE: We embrace revolutionary innovations to boldly advance DMV solutions into the future.

The Benefits of Joining Our Team

There are opportunities for career advancement within DMV such as a Motor Vehicle Customer Service Representative 2/3 who works alongside the management team. Office Manager 1 who works alongside Office Manager 2.

This position has great benefits, including a retirement plan, an extensive health insurance package, and ample paid time off! We offer amazing benefits such as a casual office atmosphere, ample vacation time, excellent health benefits, and an exceptional employee assistance program that offers a variety of programs and tools to help promote an employee’s wellness and health In addition to these amazing benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations

DMV's diverse job duties aids in developing communication, analyitical and problem solving skills while getting the opportinity to help the great people in the State of Alaska.

The Working Environment You Can Expect

The position is located at the Ketchikan DMV Office, conveniently situated in the lobby of the State Office Building in downtown Ketchikan. This role operates from a dedicated workstation in the public service area, serving as an important point of contact for residents throughout Ketchikan and surrounding Southeast Alaska communities.

This position offers a consistent schedule of 8:30 a.m. to 4:30 p.m., Monday through Friday, along with opportunities for overtime. While the office environment encourages independence and self-direction, employees are supported through regular collaboration with DMV team members across Alaska, creating strong connections and shared support among offices statewide.

The workspace is professional, comfortable, and welcoming, with reasonable flexibility to personalize your workstation and create an organized environment that reflects your style while maintaining excellent customer service standards.

Working at the Ketchikan DMV provides a unique opportunity to serve a vibrant coastal community and the surrounding island communities of Southeast Alaska. The office plays an essential role in delivering critical services including driver licensing, REAL ID issuance, vehicle registration, titles, and identification services for residents who may otherwise have limited access to state resources.

Employees in this role often find a strong sense of purpose in helping community members navigate important life events and transportation needs. The position combines independence, responsibility, and meaningful public service, making it an excellent fit for someone who values both autonomy and community connection in a dynamic Southeast Alaska setting.

Who We Are Looking For

We are interested in candidates who possess some or all of the following position specific competencies:

• Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Analytical Thinking/Problem Solving: uses a logical, systematic, sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.
• Approachability: Is easy to meet and communicate with, accessible, and friendly. Is a good listener and builds rapport with leadership, peers, and clients. Is warm, pleasant, and gracious; sensitive to and patient with the interpersonal anxieties of others; spends the extra effort to put others at ease.
• Accountability: Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for own actions and decisions. Comply with established control systems and rules
• Integrity: Contributes to maintaining the integrity of the organization; displays high standards of ethical conduct and understands the impact of violating these standards on an organization, self, and others; is trustworthy.

Six months of employment experience that included cash handling and working directly with clients or customers. Examples of qualifying experience include such work as sales cashier, bank teller, food service wait staff or cashier, and so on.

OR

Six months of office clerical employment experience providing information to clients, customers, or the general public on services, procedures, and requirements, which included entering or retrieving data using computer systems.

Substitution:

Postsecondary education from an accredited college may substitute for the required experience. (Three semester hours or four quarter hours equal one month.)

Special Note:

A background check of criminal justice information will be conducted upon initial employment.

EEO STATEMENT

The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call 1-800-587-0430 or [phone] in Juneau or TTY: Alaska Relay 711 or 1-800-770-8973 or correspond with the Division of Personnel & Labor Relations at: P.O. Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal opportunity employer.