Customer Service Specialist (CSS2)

Duties

• Supports accurate, complete and legally compliant driver and vehicle records.
• Contributes to timely, accurate, and equitable resolution to customer and stakeholder inquiries, complaints, and issues.
• Provides technical assistance and guidance to internal and external customers to support resolution of issues, inquiries, and complaints verbally and in writing.
• Sorts and routes documents for processing to ensure work queues are maintained and distributed to DVR program areas.

Qualifications

• Two (2) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
• Three (3) years of combined relevant education and experience may substitute for this requirement.
• Experience Must Include The Following Two (2) years of using Microsoft Suite programs to include: Word, Excel, PowerPoint, Outlook, TEAMS, SharePoint and/or OneNote.
• One (1) year of the following: Providing assistance or customer service in person, writing and/or by phone where explaining rules, policies, and/or procedures are regular daily functions.
• Applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolve customer complaints, inquiries, and complex problems verbally and in writing to convey regulatory information.
• Composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers.
• The ability to: Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Takes action to learn and grow.
• Takes action to meet the needs of others.