MV Call Center Specialist I

Agency: Service Oklahoma (640) | Supervisory Organization: Help Desk & LO Support Services | Full-time, Regular position

About the role

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.

Responsibilities

• 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.
• May be expected to cross-train in other sections of the division and perform job duties in each section based on agency needs.

Requirements

• 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.
• Strong attention to detail and organizational skills.
• Knowledge of 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.
• Ability to stand up to eight hours a day and lift 10–50 pounds on a regular basis, with assistance as needed.
• Comfortable working in an office setting with a computer for a large percentage of the workday.

Qualifications

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 customer service, call center, administrative support, or motor vehicle;
• OR equivalent combination of education and experience.

Schedule

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.

Pay

Annual rate: $43,500.00

Benefits

• Benefits allowance to offset costs of medical, dental, vision, life, and disability insurance plans.
• Employer match up to 7% toward employee’s Defined Contribution retirement plan.
• 11 paid holidays.
• 15 days of paid annual leave (increases with every 5 years of service).
• 15 days of paid sick leave.
• Longevity payments based on years of service with the State of Oklahoma.