SENIOR CUSTOMER SERVICE REPRESENTATIVE

State-of-Nevad; Elko (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Nevada DMV is seeking a Senior Customer Service Representative for the Elko office to handle commercial and non-commercial driving skills tests, assist diverse customers, and review/licensing processes. Responsibilities include counseling drivers, processing titles and registrations, and ensuring accurate record-keeping.

Applicants should have 2+ years of related experience and a high school or equivalent education.

Qualifications

• Two or more years of applicable experience as described in the job duties.
• Graduation from high school or equivalent education.

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, ensure completion of documents.
• Collect fees related to transactions.
• Determine customers’ requests, assess document validity, and provide information.
• 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.
• Review overpayment concerns and initiate recovery process.
• Prepare and submit reports summarizing findings and supporting evidence.
• Prepare and provide testimony.
• Receive, review, and evaluate eligibility and appeal information.
• Conduct workshops, training sessions, and orientations.
• Monitor calls to evaluate customer service and compile information.
• Identify concerns, evaluate program processes, and recommend changes.
• Monitor program activities and act as a liaison between the public, outside entities, and State agencies.
• Conduct skills test.
• Act as a team leader by assigning and reviewing work, training, and providing input to performance evaluations and discipline.
• Perform related duties as assigned

Skills

Customer service

Data entry

Documentation review

Interviews

Laws & regulations

Team leadership

Education

High school diploma or equivalent

Tools

Databases

Payment systems

Job description

This is a Senior Customer Service Representative (SCSR) position with the Dept of Motor Vehicles (DMV), Customer Services Division located in our Elko DMV office. The SCSR will conduct commercial and non-commercial driving skills tests including problem and high-risk drivers; drivers with physical/mental disabilities and for non or limited English-speaking customers; determine applicant's ability to safely operate a vehicle; review test results with applicants; counsel drivers; and refer to driver improvement course and apply restrictions to privileges when appropriate. Additional duties may include processing and issuing of driver's vehicle titles and registration; and balancing and maintaining office funds.

PLEASE NOTE: Pursuant to 49 CFR 384.228, all incumbents in these positions are required to pass the Certified Commercial Examiner (CCE) Training Academy. The CCE Training Academy is a 40-hour class consisting of final exams for Pre-Test, Skills, and Drive. The DMV requires that the incumbent must pass the CCE Training Academy within three months of their start date. Customer Service Representatives for the DMV 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. Incumbents possess a degree of knowledge and proficiency sufficient to perform advanced-level work and may provide work direction and training to others.

Under the authority of NRS 239B.010.1(b), the DMV utilizes NRS 205.4605–205.810, NRS 293.504, NRS 293.5045, 6 CFR 37.45, 49 CFR 1572.103, and 49 CFR 384.228 as criteria to obtain an FBI fingerprint clearance check on current and prospective employees. Applicants must be authorized to work for any employer in the U.S. The DMV is unable to sponsor or assume sponsorship of an employment visa at this time.

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

Two 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. Review overpayment concerns and initiate recovery process.
16. Prepare and submit reports summarizing findingsand supporting evidence.
17. Prepare and provide testimony.
18. Receive, review, and evaluate eligibility and appeal information.
19. Conduct workshops, training sessions, and orientations.
20. Monitor calls to evaluate customer service and compile information.
21. Identify concerns, evaluate program processes, and recommend changes.
22. Monitor program activities and act as a liaison between the public, outside entities, and State agencies.
23. Conduct skills test.
24. Act as a team leader by assigning and reviewing work, training, and providing input to performance evaluations and discipline.
25. 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:

• Hearing and/or appeal processes applicable to the assigned program.

Ability to:

• Account maintenance; use databases and payment and billing systems; records management principles and practices.
• Research and resolve issues; interpret, apply, and advise on State laws and policies related to assigned program.
• Review work products for quality, quantity, and timeliness; analyze information, problems, situations, practices, or procedures to define objectives, identify relevant concerns, formulate logical conclusions, and recognize alternatives and their implications.