MCS IFTA/IRP Customer Contact Specialist- Position 01855
About The Position
The MCS IFTA/IRP Customer Contact Specialist supports the Department of Motor Vehicles’ Motor Carrier Services programs by providing customer service, processing financial transactions and internal applications, and ensuring compliance with regulatory requirements and DMV policies. The role handles customer inquiries by phone and email, troubleshoots system issues, processes IFTA and IRP trip permit applications, and supports internal application and document processing. The specialist prepares electronic and paper documents for filing or digital archiving in accordance with agency retention requirements and Library of Records policies. The role verifies and indexes applications, tax returns, and other customer documents using appropriate keywords, routes them to applicable processing teams, and identifies and resolves issues or discrepancies before submission to processing systems. The position responds professionally to inquiries about application status, account discrepancies, and compliance requirements; collaborates with DMV teams on escalated issues; researches customer concerns; and helps ensure prompt, accurate resolutions. Additional duties include maintaining accurate customer records, supporting IFTA and IRP program requirements, assisting with system and application issues, and other work supporting daily Motor Carrier Services operations.
Requirements
- Proficient in customer service, with strong oral and written communication skills.
- Ability to interpret and explain complex information.
- Basic understanding of accounting principles and transaction accuracy.
- Strong organizational and time management skills, including the ability to manage multiple tasks.
- Proficiency using PCs and technology, including Microsoft Office.
- Ability to work collaboratively with internal and external stakeholders.
Nice To Haves
- Understanding of Commercial Motor Vehicle, IFTA, IRP, PRISM, EXFleet, Citation Tracking, or Operating Authority regulations.
- Knowledge of federal and state motor carrier regulations and tax policies.
- Ability to analyze and interpret customer applications, tax returns, and documents for compliance.
Responsibilities
- Respond to customer inquiries by phone and email regarding application status, account discrepancies, and compliance requirements.
- Process financial transactions and program-specific applications, including IFTA and IRP trip permits.
- Troubleshoot system issues and assist customers with system- and application-related problems.
- Prepare electronic and paper documents for filing or digital archiving in accordance with records retention requirements and Library of Records policies.
- Verify and index applications, tax returns, and other customer documents using appropriate keywords, and route documents to applicable processing teams.
- Identify and resolve issues or discrepancies in documentation before submission to processing systems.
- Collaborate with DMV teams to research customer concerns, address escalated issues, and provide prompt and accurate resolutions.
- Maintain accurate customer records and support IFTA and IRP program requirements.
- Perform other duties necessary to support daily Motor Carrier Services operations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
