SENIOR CUSTOMER SERVICE REPRESENTATIVE

Senior Customer Service Representative

***THIS RECRUITMENT MAY CLOSE WITHOUT FURTHER NOTICE DEPENDING ON THE NUMBER OF APPLICATIONS RECEIVED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE***

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.

Essential Qualifications

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

Job Duties

• 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 about programs and services.
• 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

Knowledge, Skills, and Abilities

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.

Recruiter Contact Information: Danielle Martinovich - View email address on click.appcast.io

The State of Nevada is an equal opportunity employer dedicated to building diverse, inclusive, and innovative work environments with employees who reflect our communities and enthusiastically serve them. All applicants are considered without regard to race, color, national origin, religion or belief, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, domestic partnership, genetic information (GINA), or compensation and/or wages.

Please send direct Inquiries or correspondence to the recruiter listed on this announcement.

Benefits

Benefits include:

• Health Insurance: Medical, dental, life, and disability insurance programs for employees and their dependents/family are offered through the Public Employees' Benefits Program (PEBP).
• Vacation: Accrual of three weeks of annual leave each year.
• Sick Leave: Accrual of three weeks of sick leave each year.
• Holidays: 12 paid holidays per year.
• Retirement: Participation in the Nevada Public Employees Retirement System (PERS). Employees do not contribute to Social Security but will contribute to PERS if their position is at 50% or more full-time equivalency. For more information on how PERS service may impact Social Security benefits, visit the SSA publication (Download PDF reader).
• Deferred Compensation: The State offers a voluntary Deferred Compensation Program.
• No Nevada state income tax.
• Public Service Loan Forgiveness: Eligible due to public sector employment.
• Longevity Payments Eligibility: Employees who have received a performance rating of "standard" or better and have completed eight (8) or more years of continuous service are eligible for longevity pay.

Additional benefits may apply to employees covered under a Collective Bargaining Agreement (CBA), depending on their designated bargaining unit. For more information, visit the Labor Relations Unit (LRU).

For more details about your rights and responsibilities as a State of Nevada employee, please review the State of Nevada Employee Handbook (PDF) (Download PDF reader).

*** State Holidays The holiday schedule for State employees is established by the Legislature.

The following are legal holidays:

January 1.............................................. New Year's Day

Third Monday in January.................. Martin Luther King, Jr.'s Birthday

Third Monday in February................ Washington's Birthday

Last Monday in May........................... Memorial Day

June 19................................................ Juneteenth Day

July 4.................................................... Independence Day

First Monday in September.............. Labor Day

Last Friday in October....................... Nevada Day

November 11........................................ Veterans' Day

Fourth Thursday in November........ Thanksgiving Day

Friday following the Fourth Thursday in November...................... Family Day

December 25......................................... Christmas Day

When January 1, June 19, July 4, November 11, or December 25 falls on a Saturday, the preceding Friday is the observed legal holiday. If these days fall on Sunday, the following Monday is the observed holiday. Eligibility for holiday pay is covered by the provisions of NAC 284.255