MV Call Center Specialist I

State-of-Oklahoma; Oklahoma; On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Benefits package

Paid holidays and leave

Job summary

State of Oklahoma’s Service Oklahoma is seeking an MV Call Center Specialist I to be the first point of contact for License Operators and the public. You will provide accurate information, resolve inquiries, and assist with motor vehicle transactions, while upholding state policies and delivering exceptional customer service.

The role requires knowledge of motor vehicle laws, strong communication, and the ability to navigate multiple systems in a high-volume environment.

Qualifications

• Associate’s Degree and 1 year of customer service experience, or 3 years in a related role.
• Experience with motor vehicle processes is a plus.
• Excellent verbal and written communication skills are required.
• Ability to work in a fast-paced environment and navigate multiple computer systems.

Responsibilities

• Answer inbound telephone calls from License Operators and the public.
• Provide information on vehicle registration, titles, liens, renewals, and requirements.
• Assist customers in understanding motor vehicle laws and procedures.
• Resolve routine inquiries and service requests professionally and promptly.
• Escalate complex issues to leadership when appropriate.
• Assist with system navigation and transactional questions for License Operators.
• Support field offices by identifying and solving routine processing issues.

Skills

Customer service

Motor vehicle titles

Problem-solving

Communication skills

Attention to detail

Data entry

Education

Associate’s Degree

Equivalent combination of education and experience

Tools

CRM systems

Microsoft Office

Data entry systems

Job description

Job Posting TitleMV Call Center Specialist IAgency640 SERVICE OKLAHOMASupervisory OrganizationHelp Desk & LO Support ServicesJob Posting End DateRefer to the date listed at the top of this posting, if available. Continuous if date is blank.Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.Estimated Appointment End Date (Continuous if Blank)Full/Part-TimeFull timeJob TypeRegularCompensationThe Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.This position has an annual rate of $43,500.00Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans. Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave. Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.Job DescriptionPOSITION SUMMARYThe Motor Vehicle Call Center Specialist serves as the first point of contact for License Operators (LOs), internal staff, and the public regarding motor vehicle services and transactions. This position is responsible for providing accurate information, resolving customer inquiries, processing requests, and assisting with motor vehicle-related issues while delivering exceptional customer service. The MV Call Center Specialist works within established policies, procedures, and state regulations to ensure consistent and accurate information is provided.POSITION RESPONSIBILITIESThis job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.Answers inbound telephone calls from License Operators and the public.Provides information regarding vehicle registration, titles, liens, renewals, replacements, and motor vehicle requirements.Assists customers in understanding state laws, policies, and procedures related to motor vehicle services.Resolves routine customer concerns and service requests in a professional and timely manner.Researches customer accounts and motor vehicle records to determine appropriate resolutions.Reviews documentation for completeness and accuracy.Escalates complex issues to leadership when appropriate.Maintains knowledge of current motor vehicle laws, regulations, and procedural updates.Assists License Operators with system navigation, transaction processing, and procedural questions.Provides guidance on title and registration requirements.Supports field offices by identifying and resolving routine processing issues.Ensures compliance with state statutes, agency policies, and security requirements.Follows established quality assurance standards.This position may be expected to cross-train in other sections of their division and perform the job duties in each section, based on the needs of the agency.KNOWLEDGE, SKILLS, & ABILITIESKnowledge of customer service principles and practices.Knowledge of motor vehicle titles and registrations.Skilled in problem-solving and conflict resolution.Ability to communicate effectively with customers and staff.Skilled in verbal and written communication.Skilled in strong attention to detail and organizational.Knowledge in data entry and computer proficiency.Ability to work in a fast-paced environment while maintaining accuracy.Ability to navigate multiple computer systems simultaneously.Ability to interpret policies and procedures.EDUCATION & EXPERIENCEThe preferred minimum qualifications for this position are:An Associate’s Degree in any field; PLUS one (1) year of experience in customer service, call center, administrative support, or motor vehicle;OR three (3) years of experience in customers service, call center, administrative support, or motor vehicle;OR equivalent combination of education and experience.SPECIAL REQUIREMENTSThe schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.This position works in a comfortable office setting with a computer for a large percentage of the workday.This position requires employees to be able to stand up to eight hours a day and lift 10-50 pounds on a regular basis, with assistance as needed.This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Equal Opportunity EmploymentThe State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub .If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:Agency Contact