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 applicants 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 drivers 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 drivers 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 205.4605205.810 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.

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

1. Serve as first line of contact to customers via telephone onlineor in person.
2. Maintain data records and accounts.
3. Enter update verify and correct information.
4. Review formsensurecompletion of documents.
5. Collect fees related to transactions.
6. Determine customers requests assess document validity and provide information about programs and services.
7. Explain and ensure compliance with federal and State laws regulations and policies and procedures.
8. Processdetermination notices.
9. Conduct interviews to elicit and record information.
10. Gather research make determinations resolve issues and communicate information.
11. Review and approve applications and licensing requirements.
12. Maintain confidential information.
13. Reconcile transactions.
14. Administer tests and process transactions.
15. Review overpayment concerns and initiate recovery process.
16. Prepare and submit reports summarizing findingsand supporting evidence.
17. Prepare and provide testimony.
18. Receive review and evaluate eligibility and appeal information.
19. Conduct workshops training sessions and orientations.
20. Monitor calls to evaluate customer service and compile information.
21. Identify concerns evaluate program processes and recommend changes.
22. Monitor program activities and act as a liaison between the public outside entities and State agencies.
23. Conduct skills test.
24. Act as a team leader by assigning and reviewing work training and providing input to performance evaluations and discipline.
25. Perform related duties as assigned

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.

• 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 -

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.