CONTACT CENTER DATA CONTROL CLERK

State of New Hampshire Job Posting

Department of Safety

Division of Motor Vehicles

23 Hazen Drive, Concord, NH 03305

CONTACT CENTER DATA CONTROL CLERK

(Data Control Clerk III)

Position #43401

The pay range for this position is $17.81 - $23.39 per hour

The State of New Hampshire, Department of Safety, Division of Motor Vehicles has a full-time vacancy for Data Control Clerk III , SOC Title 43-4190 MISC RECORDS CLERKS-2, which has a 37.5 hour work week and is considered non-exempt.

SUMMARY: Monitor, administer and complete the answering of up to 500 telephone inquiries per day, ensuring that quality control processes are being met and all inquiries are being answered in a timely, accurate manner consistent with the Privacy Act, while providing first-rate customer service to the general public and partners of the Division of Motor Vehicles (DMV), Bureau of Operations, Contact Center. Solve basic contact center production issues, and recommend procedures and processes to improve efficiency, accuracy and performance.

YOUR EXPERIENCE COUNTS

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS:

Education: High school diploma or high school equivalency credential. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Three years of experience in the review, analysis and control of EDP input data, two years of which must have been at the level of a Data Control Clerk II.

License/Certification: None required.

SPECIAL REQUIREMENTS:

1. Selected candidate will undergo a fingerprint based criminal background check and motor vehicle record check in order to ensure suitability for exposure to confidential information.

2. Selected candidate will be required to attend and successfully complete an intensive multi-week training program of classroom and on the job training, with weekly evaluations to ensure compatibility, suitability and ability to learn the complex motor vehicle systems, computer systems, processes, procedures, forms and transactions, while providing first-rate customer service in an expedient, timely, accurate and polite manner in a high volume customer service area, office or workstation. Continued employment is contingent upon successfully completing all aspects of the training program within the first six months of employment.

3. May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours. May be required to travel throughout the state and work at various satellite offices for periods of time.

RESPONSIBILITIES : Administers and completes the answering of up to 500 telephone inquiries on a daily basis , while providing first-rate customer service to the general public and DMV partners regarding motor vehicle questions, laws, administrative rules, issues, and concerns, relative to all aspects of the DMV, consistent with the Privacy Act.

Prioritizes, administers and responds to voice mails, e-mails and other electronic media inquiries from the general public, partners and state employees relative to all aspects of the Division of Motor Vehicles, consistent with the Privacy Act.

Ensures that all inquiries are answered in a timely manner and that customer waiting times are minimal, while prioritizing inquiry type through logging into pertinent queues and either triaging or providing complete answers to all inquiries.

Oversees the completion of credit card transaction inquiries from the general public through telephonic or other electronic media for various motor vehicle transactions. Retrieves and enters pertinent information into the DMV database(s) verifying the validity and authenticity of all information prior to final acceptance. Ensures that all transactions and data entry are consistent with the Privacy Act.

Utilizes Voice Over Internet Protocol (VOIP) or other telephonic hardware and software to log-in to assigned queues. At the completion of each inquiry, enters pertinent data and tracks inquiries by type .

Ensures that all hardware and software is functioning properly and that any additions or upgrades to the system have a seamless implementation . Assists with ensuring that all contact center personnel have adequate training to properly utilize all hardware and software.

Utilizes computer hardware, software, databases, DMV E-Manual and the Internet to seek answers to questions, review customer information, accept credit card payments and complete transactions at a customer service counter.

Works with the Supervisor of the contact center to ensure that all procedures and processes are efficient and timely while ensuring a smooth workflow for all inquiries.

Processes complex motor vehicle transactions including driver licenses, identification cards, motor vehicle registrations, boat registrations, title documents, various permits and licenses, financial responsibility fines and fees, motor vehicle records, accident reports and motorcycle rider training classes at a high volume customer counter or customer service area. Receives numerous applications, ensures that all required information and documentation is authentic, enters information into the DMV database, collects fees and prints, verifies and issues documents.

DISCLAIMER STATEMENT: The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position . An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

For further information, please contact Kathy O’Neal, Administrator II at Kathy.G.ONeal@DOS.NH.GOV .

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits is based on the employee's union status, and employee per pay period health benefit contributions will vary depending on the type of plan selected.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of State's share of Employee's Retirement: 13.85% of pay

Other Benefits:

* Dental Plan at minimal cost for employees and their families ($500-$1800 value)

* Flexible Spending healthcare and childcare reimbursement accounts

*State defined benefit retirement plan and Deferred Compensation 457(b) plan

*Work/life balance flexible schedules, paid holidays and generous leave plan

*$50,000 state-paid life insurance plus additional low-cost group life insurance

*Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964