Motor Vehicle Representative 1 (Contact Center), G-9 (NY HELPS)

About the role

As a Motor Vehicle Representative 1 (Contact Center), you will primarily use a headset to answer incoming telephone calls from the public inquiring about services and information regarding driver licenses, registrations, titles, penalties, and insurance.

You will effectively use a computer with multiple applications running simultaneously, read and decipher customers’ records, process documents, and handle credit card transactions. Additional tasks include responding to customer inquiries via email and chat.

You will be expected to act in a calm, courteous, and reasonable manner, even under difficult circumstances. Free parking is provided to all employees.

Responsibilities

• Answer incoming telephone calls from the public regarding driver licenses, registrations, titles, penalties, and insurance
• Use a computer with multiple applications to access and interpret customer records
• Process documents and credit card transactions
• Respond to customer inquiries via email and chat
• Maintain a calm, courteous, and professional demeanor in all interactions

Requirements

To be eligible for the Motor Vehicle Representative 1 (Contact Center), G-9 position, you must meet one of the following conditions:

• NY HELPS: High School Graduation or Equivalency AND one of the following:
  • One year of experience providing customer service, including:
    • Explaining procedures
    • Resolving problems
    • Addressing general inquiries
  • 30 semester credit hours of college-level study
• Transfer: One year of permanent, contingent-permanent, or 55b/c service allocated to a G-7 or higher, eligible for transfer under Section 52.6 or Section 70.1 of Civil Service Law, or currently serving in the title and eligible for reassignment
• 55b/c Appointment: This position is eligible for 55b/c designation. Candidates must meet the minimum qualifications and submit their current 55b/c eligibility letter with their application

Examples of qualifying customer service experience include (but are not limited to): call center representative, customer service representative, public-facing hospitality roles, sales representative, telemarketer, accounts payable/receivable representative, bank teller, and medical encoder.

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the program, this title may be filled via a non-competitive appointment (no examination required), but candidates must meet the minimum qualifications. Within one year of permanent appointment, non-competitive status will convert to competitive status without requiring a civil service test. Employees will retain all rights and privileges of competitive class employees and may participate in promotion examinations for which they qualify.

Benefits

• Paid Leave
• Paid Holidays
• Pension
• Health Insurance
• Dental & Vision Coverage
• Flexible Spending Accounts
• Voluntary 457B Retirement Savings Program
• Health Care Spending Account
• Tuition Assistance Programs
• Public Service Loan Forgiveness Program
• Transportation Savings Program
• Employee Assistance Programs

For additional information, visit the Office of Employee Relations website.