DMV Information Specialist (Multiple Positions)

State of Oregon•Salem, OR

8d•$3,798 - $5,193•Onsite

About The Position

We are hiring multiple positions! Join our team as an information specialist, you will provide high-quality customer support over the phone, by email and written correspondence, to guide individuals through DMV processes, from title and registration issues to driver licensing and reinstatements, and everything in-between. You will act as a resource for both customers and field offices, addressing a range of driver and vehicle issues, as well as contributing to procedural improvements. If you are passionate about helping people navigate complex processes, enjoy problem-solving and thrive in a fast-paced environment, this position offers a unique opportunity to make a direct impact. Candidates with call center experience encouraged to apply and strongly preferred. Apply today! We provide a safe and reliable multimodal transportation system that connects people and helps Oregon's communities and economy thrive. We encourage people from all backgrounds and abilities to apply for our positions. Before applying, visit our applicant information website to learn more about our process. If you are a current State of Oregon employee, you must apply through your employee Workday profile.

Requirements

Two years of secretarial or basic administrative support experience that includes records processing, generating documents, and gathering and sorting data; OR An associate degree in general office occupations and one year of experience with records processing, generating documents, and gathering and sorting data; OR An equivalent combination of education and experience.
Ability to accurately interpret laws, rules, policies, and procedures to communicate clearly to customers while working in a high-volume call center environment.
Experience comfortably working across multiple software systems, databases, and electronic resources simultaneously while maintaining accuracy and efficiency to gather information over the phone.
Experience in handling a wide range of information, while adhering to privacy and security protocols in a call center environment.
Ability to actively listen and understand both routine and complex issues, to identify and deliver accurate solutions while following appropriate laws, rules, policies, or procedures.
Demonstrated ability to uphold professionalism, regulate emotions, and make effective decisions while assisting customers in resolving actual or perceived conflicts.

Nice To Haves

Candidates with call center experience encouraged to apply and strongly preferred.
Preference given to candidates with call center background.

Responsibilities

Assist customers with driver status and reinstate driving privileges after confirming all requirements have been met.
Explain, summarize and apply laws, rules, policies, procedures, regulations and programs to ensure customers understand compliance requirements.
Review documents for accuracy and completeness, comparing data and updating records as needed to maintain accurate, complete and current information.
Ask clarifying questions to determine appropriate service and/or actions needed.
Act as technical resource for complex title, registration and driver issues and refer customers to external agencies or organizations when determined.
Formulate fact-based conclusions to determine appropriate course of action and inform customer of required processes or options to gain compliance.
Advise and assist in identifying any problems, trends and/or reoccurring issues; consult with subject matter experts and/or specialized references to aid in answering or solving those inquiries.