Customer Svc Rep 2 - Help Desk

Customer Service Rep 2

Duties and Responsibilities:

Responsibilities under general supervision, the Customer Service Rep II receives inquiries, primarily by phone, to resolve complicated issues impacting a driving record or other DDS database records. This position requires careful, quick analysis of numerous documents and customer records and the ability to make accurate decisions to assist internal and external customers in a timely and precise manner. The responsibilities include a strong knowledge of policies and procedures for the issuance, renewal, suspension and reinstatement of a GA driver license to include CDL drivers. Duties will also include assessing and clearing mainframe hits from the PDPS system and servicing calls and processing problems driver records from other jurisdictions nationwide. This position requires flexibility in work schedules including Saturdays and evening shifts and is subject to change based on predetermined performance criteria. This position also requires excellent communication skills to interact with Customer Service Center (CSC), other DDS departments, other state agencies in and outside of Georgia and direct contact with problem driver customers. This position is located in Conyers, GA.

Competencies Needed:

Demonstrated competencies needed to successfully perform this job include:

• Must have strong working knowledge and proficiency using the DDS mainframe and the ability to navigate between databases for information, programming, making corrections and updates.

• Must have some basic technical and programing knowledge

• Must have ability to gather, organize, analyze and maintain information, determine its importance, and to provide accurate information in a timely manner.

• Must have excellent organizational skills with strong attention to detail to follow task to completion

• Must have excellent oral and written communication skills

• Must have neat, legible handwriting and have the ability to communicate effectively

• Must be able to handle high-volume of transactions in a sedentary job with professional telephone techniques.

• Must have an attendance record of dependability and reliability.

• Must be able to work independently and perform responsibilities with minimal supervision

• Must display a high level of effort and commitment toward performing work and demonstrate responsible behavior

• Must know and be able to use email as a communication vehicle.

• Must have experience using the basic Microsoft Office tools including email and Outlook

Minimum Qualifications:

High School Diploma or GED AND completion of 90 quarter hours (60 semester hours) at an accredited college or university

OR

One year of experience in a customer service setting communicating information

OR

One year of experience required at the lower level Customer Svc Rep 1 (GST120) or position equivalent.

Preferred Qualifications: Preference will be given to those applicants who, in addition to meeting the minimum qualifications, also possess the following:

Two (2) years of customer experience handling calls from a high-volume call center, Customer Service Center or customer service department identifying and resolving customer problems. AND Two (2) years direct contact with Georgia Courts related to driver license activities and problem resolution.

OR

Prior knowledge of State and Federal Driver’s License Regulations  

Total Compensation: Combines direct compensation with the value of the State’s benefits and work-life options. Total Compensation establishes a win-win partnership that is important to the quality and success of the State programs and services. Most importantly, State employees enjoy the satisfaction that comes with being part of a team that keeps Georgia progressive, prosperous and a place we are all proud to call home.

Many of the following benefits are available to eligible full-time employees on the first day of their employment:

• Competitive Compensation

• Performance Recognition

• Retirement and Pension Benefits

• Flexible Benefits

• Healthcare Benefits

• Paid Holidays and Time Off

• Employee Assistance Program (EAP)

• Employee Discount Program

• Opportunities for Career Development and Advancement

• Flexible work and Telework schedules (available for select jobs)

• Engaging and Diverse Work Environments

For more information on benefits, please visit

Benefits Overview | Team Georgia for State of Georgia Employees

Eligible applicants may apply on

Team Georgia Careers - Jobs

Due to the large volume of applications received by this office, we are unable to provide information on your application status over the telephone.

Application materials should be filled out carefully and completely. An incomplete application/on-line resume or an application/on-line resume with insufficient information may result in an applicant not being considered for a vacancy.

Describe your employment background in full.

Resumes will be screened for the training, experience, and/or competencies listed as the Minimum Qualifications for the job.

All resumes will be reviewed and considered; however, all applicants may not be interviewed.

Applicants can log back into your profile and see the status of each of your applications you have submitted.

NOTE: Information in this announcement is subject to change.

This announcement is subject to close at any time.