Customer Engagement Specialist

Job Overview

Applicants must have at least two (2) years of exceptional customer service experience to be considered. We want a passionate and dedicated Customer Engagement Specialist to join our team. The Customer Engagement Specialist role is crucial to the 360-degree customer relationship. This role must enhance the customer experience and satisfaction throughout the journey. This person must provide superior customer engagement, assistance, and support to the license office guests as they navigate our services. This position requires a pleasant and positive demeanor, excellent communication skills, critical thinking, and a strong understanding of the DMV environment.

Key Responsibilities include, but are not limited to:

• Develop, manage, and implement customer engagement strategies to improve customer satisfaction, trust, and loyalty.
• Direct Customer Traffic to the appropriate service
• Maintain a comprehensive database of customer interactions and feedback.
• Customer Service: Manage process for greeting and assisting customers in person, over the phone, and email for inquiries into the license office.
• Information Dissemination: Provide accurate information regarding vehicle registration, licensing, identification, and other DMV-related services.
• Problem Resolution: Address customer concerns promptly and efficiently, ensuring a positive resolution while maintaining a professional demeanor.
• Process Guidance: Help customers understand the steps required to complete transactions and offer guidance on necessary documentation.
• Data Entry: Accurately input customer information into license office systems, especially queue management while ensuring data privacy and security.
• Collaboration: Work well with team members and other departments to facilitate effective customer service delivery.
• Feedback Collection: Gather, monitor and analyze customer feedback and suggestions to enhance service offerings, identify trends and areas for improvement. Provide alternatives, and address community needs.
• Manage and operate standard office equipment.
• Manage all license office transactions, and maintain order in the office
• Accurately capture and process fingerprints for identification purposes
• Other duties as required

Skills

• Excellent customer service
• Introductory knowledge of business English and Math
• Above average knowledge of computer systems and software
• Understand and follow instructions
• Must possess attention to detail
• Excellent listening skills
• Establish and maintain effective working relationships with co-workers, administration, and the public
• Must be punctual, reliable, and consistent.

Additional requirements

• Must possess a willingness to learn, grow, and accept new responsibilities
• Must adhere to the code of conduct and employee manual

Minimum Qualifications

• Two (2) years of customer service experience.
• High school diploma or equivalency; additional training or certification in fingerprinting may be preferred.
• Effective administrative experience
• Friendly, patient, and professional demeanor
• Excellent communication and interpersonal skills, ability to handle stressful situations calmly
• Knowledge of DMV services and procedures
• Must pass pre-employment background check

Note: Our office(s) are independently owned and operated.

If you are a proactive individual who thrives in a fast-paced environment, enjoys customer interaction, and is team supportive, we encourage you to apply for this position!

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Health insurance
• Paid time off

Shift:

• Day shift

Work Location: In person

Salary : $16