Job Description
Join California's premier motor vehicle agency as a Senior Customer Service Specialist in our San Jose headquarters. This high-impact role offers industry-leading compensation and benefits while serving over 1 million Californians annually. We're seeking polished professionals to elevate our service standards through expert problem-solving and multi-channel support.
Enjoy comprehensive health benefits, paid professional development, and a collaborative work environment in Silicon Valley's thriving tech corridor. Our team prioritizes work-life balance with flexible scheduling and remote options for eligible roles.
Responsibilities
- Process complex driver license and vehicle registration transactions with 99% accuracy
- Resolve escalated customer inquiries through phone, email, and in-person channels
- Maintain compliance with DMV regulations and security protocols
- Train junior staff on service procedures and technology platforms
- Implement process improvements to reduce wait times by 15%
- Generate monthly performance reports and customer satisfaction metrics
- Collaborate with IT team on system enhancements
Qualifications
- 3+ years of customer service experience in regulated environments
- Proficiency in DMV-specific systems (e.g., CARS, DL/ID)
- Bilingual fluency in English/Spanish (required)
- Associate's degree or equivalent professional certification
- Exceptional conflict resolution and de-escalation skills
- Ability to process 50+ transactions daily while maintaining quality
- Valid California Class C driver's license
- Experience with CRM software (Salesforce preferred)