Motor Vehicle Call Center Agent III

State of Vermont • Calais, VT

3d

About The Position

The Call Center Agent III 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.

Requirements

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

Nice To Haves

• Strong ability to communicate effectively in writing.

Responsibilities

• Reviewing, verifying, coding, and resolving customer concerns
• Ensuring all information is accurate and complete
• Handling higher-level transactions
• Maintaining a minimum production level of 10+ transactions per hour with a 1% or less error rate
• Proficient in 6 or more of the job duties referenced on the matrix for a minimum of 4 months showing proficiency
• Assisting Vermonters with questions and issues related to titles, registrations, and driver licenses, including suspensions and reinstatements for the Department of Motor Vehicles (DMV).

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 11 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed