State of Vermont - Rutland, VT
posted 5 months ago
About the position
The Motor Vehicle Direct Client Service Specialist I is a vital role within the Transportation Agency, primarily located in Rutland, VT. This position is characterized by a fast-paced environment where the specialist interacts with a high volume of customers daily. The role demands a high level of independence and the ability to make informed decisions quickly. Attention to detail is paramount, as the specialist will be responsible for processing large sums of money and providing excellent customer service. The position also involves administering road and written tests, which may occur in inclement weather conditions. Therefore, reliable transportation is essential, as the specialist will need to travel to other offices as required. It is important to note that this is not a remote position; all work will be conducted on-site at the Rutland DMV office. Candidates for this position must be prepared to handle significant public contact, which includes dealing with confused, frustrated, and upset customers. The ability to multi-task and prioritize workloads is crucial, especially under pressure. The work environment is typical of an office setting, but there may be occasional outdoor trips for tasks such as verifying vehicle identification numbers. The incumbent must be flexible and ready to assist at other locations with minimal notice, especially during staffing shortages. Overtime may also be required, depending on the workload and operational needs. To qualify for this position, candidates must have at least two years of experience in a customer service role that involved significant public interaction, or four months of experience within the Vermont Department of Motor Vehicles, demonstrating proficiency in licensing or registration. The incumbent will be expected to maintain a minimum production level of three transactions per hour with a 1% or less error rate, ensuring prompt and efficient service to customers. Proficiency in at least two job duties referenced in the job matrix is also required for a minimum of four months, and these qualifications will be closely monitored by department supervisors.
Responsibilities
- Interact with a high volume of customers daily, providing excellent customer service.
- Process large sums of money accurately and efficiently.
- Administer road and written tests, including in inclement weather conditions.
- Travel to other DMV offices as needed to assist with staffing shortages.
- Handle customer inquiries and resolve issues, including dealing with upset customers.
- Verify vehicle identification numbers as required, which may involve outdoor work.
- Maintain a minimum production level of 3+ transactions per hour with a 1% or less error rate.
Requirements
- Two or more years of work experience in a customer or client service role with significant public contact.
- Four or more months of work experience in the Vermont Department of Motor Vehicles in licensing or registration meeting proficiency standards.
- Ability to work independently and make informed decisions quickly.
- Strong attention to detail and ability to multi-task under pressure.
Nice-to-haves
- Experience in retail, hospitality, or government customer service roles.
- Proficiency in computer programs related to customer service and transaction processing.
Benefits
- 80% State paid medical premium and a dental plan at no cost for employees and their families.
- 11 paid holidays each year and a generous leave plan.
- State Paid Family and Medical Leave Insurance (FMLI).
- A State defined benefit pension plan and a deferred compensation 457(b) plan for retirement savings.
- Tuition Reimbursement for further education.
- 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.
