[Hiring] VSP Customer Service Ctr Team Lead @State of Colorado

Role Description

The Division of Motor Vehicles (DMV) provides services used by nearly every resident of the State. Colorado residents utilize identification, driver, and vehicle services at State and County offices to obtain identification cards, driver licenses, vehicle registrations, titles, and other related services. Additionally, the DMV licenses and provides oversight of private businesses and government organizations that provide driver and emission testing services. Finally, the division works closely with other state agencies and programs to provide information and education to serve the public and encourage voluntary compliance.

The Vehicle Services Section consists of two programs: the Emissions Program and the Title and Registration Program. The Title and Registration Program is the statutory, regulatory, and systems authority for titling and registering vehicles in Colorado with the County and Clerk Recorders acting as the Department's authorized agents.

The Customer Service Center (CSC) unit ensures the issuance of legal, negotiable certificates of title to protect the public when purchasing a motor vehicle, through examination of title applications to verify that the assignment has been properly made and all required supporting documentation has been submitted. The purpose of the unit is to provide customer support primarily through the call center phone line, agent chat option, and email. Additionally, this program provides guidance and training to the state's authorized agents.

We're hiring a customer service-oriented individual to be our Customer Service Center Team Lead in our Vehicle Services unit! Use your leadership skills, excellent attention to detail, and data entry experience when handling customer account information in our computer systems. Your excellent customer service skills will ensure our Colorado residents are taken care of and informed. Your ability to handle a large volume of calls will meet customers' needs avoiding lengthy wait times. If you're ready to contribute to CDOR and enjoy the benefits of being a State employee, then this job may be for you!

CSC Team Lead Primary Duties:

• Informs, advises and offers technical explanations to staff, county clerks, government agencies, commercial interstate registrants, and the general public of title and registration information by oral communication, phone inquiries, e-mail and chat.
• Keeps educated on updates to statutes, rules, policies and procedures to keep staff updated on any changes to allow them to provide accurate information to customers.
• Monitors CSC staff to ensure that there is adequate coverage, oversight and support.
• Researches transaction activity to determine the action to be taken for processing of title transactions through the process of approving, denying, or recalling incorrect certificate of titles.
• Assigns resources and prioritizes work received to ensure that goal standards are met.
• Aides the supervisor in compiling data for monthly reports by completing daily and weekly reports.
• Offers knowledge and guidance to counties and the general public with title and registration questions via phone, online chat or written communication.
• Analyzes and evaluates application documents for compliance with Colorado Revised Statutes, federal law, Colorado Code of Regulations and administrative procedures.
• Ensures proper processing and modifying of applications and issuance of titles.
• Informs and advises government agencies, dealers and the general public of the requirements to apply for a Colorado Title, including motor vehicle record searches and other duties as assigned.
• Provides callers with guidance related to website questions and technical support.

This position works with a team of Customer Service Center Representatives.

Remote work information: This position is designated as remote but may be required to work from a department office building location based on business needs. Employees are responsible to provide and maintain a home office or other suitable remote work location as well as Internet and a secure Wi-Fi connection. All performance expectations, productivity, and policy adherence requirements apply to remote work from home in the same manner as those assigned to an office.

Qualifications

• Three (3) years of relevant experience in General Clerical and/or Call Center Customer Service work experience.
• Experience providing exceptional customer service in the call center and/or online; interfacing with a variety of people from many levels within the organization and community.
• Data Entry including: entering information into a program or database (appointments, contact information, customer records).
• Regular, daily work responsibilities utilizing equipment and software used in offices (E-Mail, Microsoft Office programs (Word, Excel, PowerPoint), Google Apps, etc.).
• Regular, daily work responsibilities utilizing computer systems, scanners, printers, copiers, fax machines and other technologies.
• Typing professional emails, letters, reports, briefings, forms, memoranda, etc.
• Reviewing and comparing data for accuracy and completeness. Gathering specified information and compiling routine reports.

Requirements

• Residency Requirement: This posting is only open to residents of the State of Colorado at the time of submitting your application.
• Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence.
• All personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy.
• Final candidates must also complete a successful background investigation and reference check prior to appointment.
• Any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.

Benefits

• Opportunity to contribute to CDOR and enjoy the benefits of being a State employee.