Administrative Specialist II/Customer Service Specialist- 65914

This position is located in the Contact Center, Headquarters, Blythewood, SC.

The Administrative Specialist II/Customer Service Specialist (CSS) is responsible for customer service delivery to internal and external customers in the headquarters’ office. The Administrative Specialist II/Customer Service Specialist reports directly to the Customer Service Supervisor or Unit Manager.

1. Answers complex and detailed inquiries on a daily basis concerning DMV laws, policies and procedures as it related to driver and or vehicle services through various modes of communication such as telephone, email, or written correspondence. Consistently meets unit goals and objectives as defined for quality customer service.

2. Maintains the desired performance levels through adherence to the job requirements set forth in the Quality Assurance Monitoring Sessions for volume of calls handled and ability to work independently.

3. Uses various tools and mechanisms to gain and become proficient in DMV policy/procedural knowledge and research, including hard copy documents, DMV information on the Internet, Microfilm readers, and DMV mainframe to retrieve and provide accurate assistance to customers. Fax and mail documents as needed.

4. Performs Phoenix system transactions in accordance to system procedures.

5. Uses internal tracking system to properly and adequately record customer inquiries.

6. All other duties as may be required by supervisor.

Minimum and Additional Requirements:

A high school diploma plus two (2) years job experience or an equivalent combination of education, training and related experience.

Preferred Qualifications:

Ability to learn and explain policy and procedures to DMV customers. Ability to communicate effectively, both orally and in writing. Proficient in basic computer skills. Must have technical ability to properly operate multi-line phone set with headset.

Works under general supervision after a period of training. Works in a general office environment. May be required to work extended hours outside of the normal scheduled work week. Must be able to lift 10-15 lbs. The work requires sitting for long periods of time and significant time spent at a computer terminal.

Must complete a nationwide background check to include finger prints prior to being certified to administer CDL knowledge skill tests. Before being certified to administer CDL knowledge skill tests must complete a formal CDL test examiner trainer course and examination that includes Introduction to CDL Licensing System, Overview of the CDL Test and Knowledge Test.

Additional Comments:

Supplemental questions are considered part of your official application. Please complete the state application to include all current and previous work history, professional references, present salary, requested salary and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for this position.