What are the responsibilities and job description for the MVA Bilingual Call Center Representative (Customer Agent I) position at Maryland Department of Transportation?
This is an interview and hire position
All candidates will be invited to interview based on the date the application is received. Applications may be on file for 12 months from the date received. Duplicate applications will not be considered.
**JOB AND AREA SPECIFIC**
This list of eligible candidates will be utilized to fill vacancies only at the MVA Cumberland Call Center, which may offer State Temporary and Part-Time positions.
The Motor Vehicle Administration (MVA) is seeking dynamic, progressive candidates with a focus on delivering premier customer service with innovative ideas and solutions for the position of Bilingual Call Center Representative (Customer Agent I).
This position will respond to customers in English and Spanish via phone and email inquiries regarding a variety of topics such as titling and registering vehicles, licensing, and monitoring drivers, issuing identification cards, licensing, and regulating vehicle related services.
Responsibilities include, but are not limited to:
- Advising customers, either verbally or in writing information or procedure required for title, tag, or registration
- Responding to customers inquiries from the public, branch offices, license agents, courts, attorney’s, insurance companies resulting from visits to the branch office
- Accessing databases and software programs to obtain information and enter information
- Providing accurate answers concerning various MDOT MVA divisions
- Completing and printing of correspondence and forms such as Request for Lien letter (VR-56), Application for Substitute Plates Stickers (VR-9), Return Title/SIF Request
- Informing customers of various documents needed to process title and tag applications, liens, bill of sale, and other ownership documents
- Assessing Call Tracking System and Outlook emails
Minimum Qualifications
Education: Graduation from a standard high school or possession of a high school equivalency certificate.
Experience: One (1) year of customer service work experience.
Skills: Fluency in a Foreign Language and experience using computer software. Approved applicants will be required to demonstrate their ability of fluency with written and oral skills.
Note: Applicants may substitute customer service work experience for the required education at a rate of one year of experience for one year of education.
Customer service must be the primary function of your position in order to receive work experience credit.
Customer Service - Interacting with customers to provide information in response to inquiries about products and services in conjunction with the handling and resolving of complaints.
Submit a DTS-1 application online at: http://agency.governmentjobs.com/mdotmd. The application must be complete at the time of submission and must clearly describe the required work experience. Dates (month and year) must be stated. Vague descriptions of experience will not be considered. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted. Applications submitted online must be received by 11:59 PM if a closing date is noted. If you have general questions regarding employment opportunities with the Motor Vehicle Administration (MVA), please call 410-787-7719.
Applicants who have education obtained outside of the U.S. will be required to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or World Education Services: International Credential Evaluation (https://www.wes.org/).
The MVA is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.
The MVA is an equal opportunity employer. The MVA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.
The incumbent in this position may be a member of a covered bargaining unit.
The State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy to include possible drug testing. Reasonable accommodations will be provided upon request.
The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification to employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, withdrawal of an offer for employment or immediate discharge.
Relay Service: 1-800-201-7165 TTY: 1-800-492-4575 EEO/AA Employer
Issued: 02/05/2024
Reissued 7/26/2024
Salary : $42,056 - $66,759
