DMV- Customer Compliance Services Call Center Agent

Agency

Dept of Transportation

Division

Division of Motor Vehicles

Job Classification Title

Administrative Specialist II (S)

Position Number

60029857

Grade

NC09

About Us

It’s the mission of the NC Department of Transportation to connect people, products and places safely and efficiently with customer focus, accountability, and environmental sensitivity to enhance the economy and vitality of North Carolina. We encourage you to consider joining NCDOT where our work not only serves the citizens of North Carolina but has an impact on our world through all modes of transportation.

Description of Work

Please note that all positions close at 12:00 AM on the posted closing date. You must apply by 11:59 PM prior to the posted closing date.

The DMV Customer Contact Center located in the Customer Compliance Services section and responds to inquiries via telephone and email statewide from general public, providing support services to branch offices, driver license examiner offices, lending institutions, courts, attorneys, insurance companies and other parties on complex issues unresolved by automated voice processing equipment. Provide comprehensive and detailed information; resolve difficult situations and problem work, make independent decisions and correct errors related to customer questions related to driver and vehicle files. Responses are in accordance with the Motor Vehicle General Statutes, DMV rules and regulations, and the Privacy Protections Act and performed in a customer service-oriented manner.
Applicants with the following are encouraged to apply:
• Customer service or call center experience
• Experience handling high call volumes
• Experience explaining policies, regulations, or procedures
• Conflict resolution / de-escalation
• Data entry and documentation accuracy
• Multitasking between phones and computer systems
• Written and verbal communication skills

Knowledge Skills and Abilities/Management Preferences

Knowledge, Skills and Abilities / Competencies:

Salary Grade and Salary Range:  NC09 $41,206 - $72,113

Management prefers applicants with the following:

• Experience analyzing, interpreting, and/or evaluating information or data.
• Experience completing and maintaining records and reports
• Experience explaining policy, procedure, rules, regulations and/or laws to a diverse clientele.
• Experience with customer service by phone and/or in person with diverse clientele.
• Experience in Microsoft applications and/or mainframe databases.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

High school diploma or General Educational Development (GED) diploma and four years of related administrative experience; or equivalent combination of education and experience.

It is important that your application includes all your relevant education and work experience and that you answer all questions associated with the application.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Tameka Peoples

Email:

[email protected]