Call Center - IT Help Desk/ Lakewood, CO ,12 Months Contract

Driver Services Call Center Agent

Local to Colorado and remote role. The representative will serve in many roles within Driver Service as part of Driver Control section in the Division of Motor Vehicles. Position must study each customer's motor vehicle information, recognizing there are an unlimited number of permutations to consider, and fit together to provide the customer practical solutions to specific technical reinstatement and licensing problems. Need to exercise judgment in selecting the most appropriate guideline from many alternatives to best fit the customer's need for reinstatement. Interpret and evaluates all available information in order to resolve problems. Answer questions and provide the customer the proper services needed for each individual situation. Provide customer's reinstatement information tailor made to their specific situation, recognizing each customer's record and/or needs is unique and different from every other record. Full time teleworker, needs own Internet service.

Duty - This position serves a Driver Services call center agent and serves the public by providing information about customer's records. Applying job knowledge to customer interactions: translates and clarifies Colorado Motor Vehicle statutes, department administrative procedures, and policy to customers. Determines the effect of statutory law on a driving record and uses experience and reasoning to determine the best approach for the extensive number and possible courses of action in response to division notices, restraints, or general licensing issues. Resolving customer disputes and concerns: employs appropriate conversational techniques to diffuse irate customers. Directs the discussion towards the significant aspects of the problem and then helps the customer to resolve any issues within the boundaries of established statutes and guidelines. Educates and instructs customers on legislative objectives and rationale on departmental restraints.

Duty - Clarifies the underlying rationale and compliance for over 170 Motor Vehicle Division Form Letters. Instructs the customer on the potential impact of non-compliance and the various methods of compliance. Interprets and explains over 90 different types of restraint actions and the possible consequences of multiple violations. Advises customers as to the fee, documentation and testing requirements, and the network of Driver License offices serving the state of Colorado. Provides and instructs customers in identifying and acquiring the mandatory forms to accomplish the desired action(s). Explains reinstatement requirements to the customer and their rights to a hearing. Provides training, clarification, assistance and updates to co-workers in resolving difficult and/or unique problems.