MV Call Center Specialist I

State of Oklahoma • Oklahoma City, OK

2d • Onsite

About The Position

The Motor Vehicle Call Center Specialist serves as the first point of contact for License Operators, internal staff, and the public regarding motor vehicle services and transactions. The role provides accurate information, resolves customer inquiries, processes requests, and assists with motor vehicle-related issues while delivering exceptional customer service. The specialist works within established policies, procedures, and state regulations to ensure information is consistent and accurate.

The position may require cross-training in other sections of the division and performing duties in those sections based on agency needs. It is performed in a comfortable office setting, with computer use for a large percentage of the workday.

Requirements

• Knowledge of customer service principles and practices.
• Knowledge of motor vehicle titles and registrations.
• Problem-solving and conflict-resolution skills.
• Ability to communicate effectively with customers and staff.
• Strong verbal and written communication skills.
• Attention to detail and organizational skills.
• Knowledge of data entry and computer proficiency.
• Ability to work in a fast-paced environment while maintaining accuracy.
• Ability to navigate multiple computer systems simultaneously.
• Ability to interpret policies and procedures.
• Associate’s degree in any field and one year of experience in customer service, call center, administrative support, or motor vehicle; or three years of experience in one or more of those areas; or an equivalent combination of education and experience.
• Ability to work a schedule that may vary, including some early or late shifts, weekends, and occasional overtime, based on agency needs.
• Ability to stand up to eight hours a day and regularly lift 10–50 pounds, with assistance as needed.

Responsibilities

• Answer inbound telephone calls from License Operators and the public.
• Provide information regarding vehicle registration, titles, liens, renewals, replacements, and motor vehicle requirements.
• Help customers understand state laws, policies, and procedures related to motor vehicle services.
• Resolve routine customer concerns and service requests professionally and promptly.
• Research customer accounts and motor vehicle records to identify appropriate resolutions.
• Review documentation for completeness and accuracy.
• Escalate complex issues to leadership when appropriate.
• Maintain knowledge of current motor vehicle laws, regulations, and procedural updates.
• Assist License Operators with system navigation, transaction processing, and procedural questions.
• Provide guidance on title and registration requirements.
• Support field offices by identifying and resolving routine processing issues.
• Ensure compliance with state statutes, agency policies, and security requirements.
• Follow established quality assurance standards.
• Cross-train in other sections of the division and perform duties in those sections based on agency needs.

Benefits

• Benefits allowance to offset the costs of medical, dental, vision, life, and disability insurance plans.
• Defined Contribution retirement plan matching up to 7%.
• 11 paid holidays.
• 15 days of paid annual leave, increasing with every five years of service.
• 15 days of paid sick leave.
• Longevity payments based on years of service with the State of Oklahoma.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree