Job Description
Join our award-winning team at Durham County DMV and become a vital resource for our community! We're seeking a dedicated Senior Customer Service Representative to deliver exceptional service to citizens navigating vehicle registration, licensing, and titling processes. Enjoy competitive benefits, professional growth opportunities, and a supportive work environment in the heart of North Carolina's Research Triangle.
As a key member of our customer experience team, you'll handle complex inquiries with empathy and precision while maintaining compliance with state regulations. We offer comprehensive training, flexible scheduling options, and recognition programs for outstanding performance.
Responsibilities
- Process vehicle registrations, title transfers, and driver license applications with 99% accuracy
- Resolve complex customer inquiries regarding DMV policies, fees, and documentation requirements
- Utilize specialized software (NC DMV systems) to update records and issue official documents
- Train junior staff on customer service protocols and regulatory compliance
- Maintain detailed transaction logs and prepare monthly performance reports
- Collaborate with law enforcement agencies for specialized documentation requests
- Implement process improvements to reduce customer wait times by 15% quarterly
Qualifications
- Minimum 2 years of customer service experience in government or regulated industry
- Proficient in Microsoft Office Suite and database management systems
- Valid North Carolina driver's license with clean driving record
- Ability to multitask in high-volume environment with 98% compliance rate
- Exceptional conflict resolution skills with documented customer satisfaction scores
- Familiarity with NC DMV regulations and procedures preferred
- Spanish bilingual certification strongly preferred
- Ability to lift 20 lbs and stand for extended periods