Motor Vehicle Call Center Agent III

Motor Vehicle Call Center Agent III

The Motor Vehicle Call Center Agent provides customer service by phone and electronically, assisting Vermonters with questions and issues related to titles, registrations, and driver licenses, including suspensions and reinstatements for the Department of Motor Vehicles (DMV). The position will be responsible for reviewing, verifying, coding, and resolving customer concerns, while ensuring all information is accurate and complete. This role handles higher-level transactions and requires strong attention to detail, clear communication skills, and the ability to work independently within established legal guidelines. The position works closely with a Unit Supervisor and a team dedicated to helping the public navigate DMV processes efficiently and accurately.

This position, Motor Vehicle Call Center Agent III (Job Requisition #56100), is open to all State employees and external applicants. Please note that multiple positions in the same work location may be filled from this job posting. Resumes will not be accepted via e-mail. You must apply online to be considered. In accordance with Title 23, Section 102(d), an applicant must agree to be finger-printed and pass a background investigation to be eligible for this position. The background investigation may include criminal, financial and traffic records checks.

Environmental Factors: Incumbents must be able to work quickly and accurately under pressure, before the public eye/social media, from written, electronic and from telephone inquiries. Due to significant contact from verbal abuse stress induced illness is a daily risk. Incumbents must be able to multi-task and prioritize unpredictable workloads. Employees must be able to deal with confused, frustrated, and highly upset customers and handle large sums of money. Within the office setting, normal workplace conditions prevail. Occasional trips outdoors when administering road exams and verifying vehicle identification numbers. Incumbents must be able to perform several job duties within several different units possibly in the same day. The incumbent must be able to work faster with minimal notice to assist when staffing shortages occur and various scheduled hours. Private means of transportation may be required. Some overtime work may be required.

Minimum Qualifications: Three (3) or more years of office administrative experience that included significant public contact. OR Two (2) or more years of Vermont DMV experience.

Preferred Qualifications: Strong ability to communicate effectively in writing.

Special Requirements: The incumbent will serve customers promptly and efficiently while maintaining the minimum production level of 10+ transactions per hour with a 1% or less error rate. The incumbent will be proficient in 6 or more of the job duties referenced on the matrix for a minimum of 4 months showing proficiency.

Total Compensation: As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including: 80% State paid medical premium and a dental plan at no cost for employees and their families Work/Life balance: 12 paid holidays each year and a generous leave plan State Paid Family and Medical Leave Insurance (FMLI) Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan Tuition Reimbursement Flexible spending healthcare and childcare reimbursement accounts Low cost group life insurance Incentive-based Wellness Program Qualified Employer for Public Service Student Loan Forgiveness Program Want the specifics? Explore the Benefits of State Employment on our website.

Equal Opportunity Employer: The State of Vermont celebrates diversity, and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, membership in an employee organization, family medical history or genetic information, or family or parental status. The State's employment decisions are merit-based. Retaliatory adverse employment actions by the State are forbidden.