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

Retirement matching

Paid holidays

Paid annual leave

Paid sick leave

Longevity payments

Job summary

The State of Oklahoma is seeking an MV Call Center Specialist I to be the first point of contact for License Operators, staff, and the public with motor vehicle services. You will provide accurate information, resolve inquiries, process requests, and assist with transactions while upholding high service standards.

This full-time role requires knowledge of vehicle titles/registrations, effective communication, and the ability to navigate multiple systems.

Qualifications

• Associate’s Degree in any field; PLUS one year of customer service/call center experience or motor vehicle experience.
• Or three years of customer service, call center, or motor vehicle experience.
• Equivalent combination of education and experience may apply.

Responsibilities

• Answers inbound calls from License Operators and the public.
• Provides information on vehicle registration, titles, liens, renewals, and motor vehicle requirements.
• Assists customers with state laws, policies, and procedures related to motor vehicle services.
• Resolves routine customer concerns in a professional and timely manner.
• Researches customer accounts and motor vehicle records to determine resolutions.
• Reviews documentation for completeness and accuracy.
• Escalates complex issues to leadership when appropriate.
• Maintains knowledge of current motor vehicle laws and procedural updates.
• Assists License Operators with system navigation and transaction processing.
• Supports field offices by identifying and resolving routine processing issues.
• Ensures compliance with state statutes, agency policies, and security requirements.

Skills

Customer service

Vehicle knowledge

Problem solving

Communication

Attention to detail

Data entry

Multi-system navigation

Education

Associate's Degree

1 year customer service

3 years customer service

Job description

Job Posting Title

MV Call Center Specialist I

Agency

640 SERVICE OKLAHOMA

Supervisory Organization

Help Desk & LO Support Services

Job Posting End Date

Refer 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-Time

Full time

Job Type

Regular

Compensation

The 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 $43,500.00

Service 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 Description

POSITION SUMMARY

The 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 RESPONSIBILITIES

This 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, & ABILITIES

• Knowledge 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 & EXPERIENCE

The 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 REQUIREMENTS

• The 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 Employment

The 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.