Job Listing Detail
Customer Service Clerk
Listing Number: 9254-12169
- Applications must be received by Midnight Mountain Time on the closing date.
For more information contact:
P.O. Box 201404
Helena , MT
TTY: Montana Relay Service at 711
Local Montana Job Service Workforce
Motor Vehicle Division
Operations and Customer Support
State Application Required:
Additional Salary Information: Salary negotiable depending on qualifications and salary of existing employees.
Applicant Pool: If another department
vacancy occurs in this job title within six months, the same applicant pool may
be used for the selection.
If applicants for this position do not meet the minimum qualifications, a training assignment may be used. The Department of Justice is an equal opportunity employer. Women and/or minorities are under-represented in this position and are encouraged to apply.
1. Complete a Montana State Application Form on-line or submit a hard copy to the Department’s address on this announcement.
2. Applicants must submit a certificate of proficiency (from a Job Service Office) with their applications for the following two tests:
Tests must be taken within the last six months to qualify.
- Typing (35 adjusted words per minute)
- Alpha Numeric Data Entry Test (6,000 adjusted keystrokes per hour)
3. Your application will be used to evaluate your written communication skills.
4. Additional materials, references or information submitted by the applicant but not requested by the employer will not be considered.
5. The selection procedures to be used in evaluating the applicant’s qualifications may include, but are not limited to, an evaluation of the application, a structured interview, performance tests, and reference/background checks.
6. All applicants for this position are subject to a background investigation.
The incumbent in the position works as a first point of contact to the public for the Motor Vehicle Division. This customer service representative position is in the Customer Service Quality Assurance (CSQA) Section and is responsible for greeting the public on the telephone, receiving and screening a high volume of calls on a daily basis, directing callers to the appropriate personnel, answering general inquiries regarding Montana driver license laws or motor vehicle titling and registration, and scheduling driver license tests.
Working Conditions and Physical Demands : Work is performed in a normal office setting. A constant workload that involves handling an extremely high volume of telephone calls on a daily basis, the responsibility for dealing with angry or irate customers, and the demands of multiple, competing tasks and/or daily requirements may produce stressful working conditions. Continuous interruptions demand a high degree of concentration, priority determination, and tact in dealing with the public and co-workers.
Working knowledge of office practices and procedures; customer service techniques; team building and interpersonal communication techniques.
Skill in the use of a multi-line telephone handling a high volume of calls on a daily basis. Skill using a personal computer utilizing word processing, database, and other business applications and software. Strong keyboarding skills with a high degree of accuracy and speed are required.
Ability to multitask; to learn, access and apply laws, rules, policies, procedures and standard business practices that are applicable to the work unit; to demonstrate a good attendance record; to communicate effectively both verbally and in writing; to remain calm, tactful and pleasant in stressful situations working with the public when answering the telephone; to access, enter and retrieve information from an electronic database; to review files, update information and apply requirements; to learn the general operations and requirements of driver license testing; to route/refer inquiries directly and appropriately; to remain seated during most of the day; to listen effectively and transmit information accurately and understandably; to use personal computers and various computer software and database applications; to best serve the needs of the public; to establish and maintain productive working relation¬ships with employees from the work unit, other agencies, and the general public; to successfully pass a background check.
The above knowledge, skills and abilities are usually acquired through a combination of education and experience equivalent to graduation from high school and two years related work experience in a busy customer service setting:
Answering questions and resolving problems
Working with a variety of word processing, database, and other business software
Answering and directing phone calls
In addition must provide testing from Job Service indicating a minimum of:
35 adjusted words per minute typing
100 djusted keystrokes per hour data entry – alpha numeric
Preferred Experience: one or more years of experience in a call center environment; Knowledge and experience working with Montana driver license laws or motor vehicle titling and registration; Word, Outlook; Experience with Motor Vehicle Division software applications and programs.
Other combinations of education and experience than those listed above will be considered on a case-by-case basis.
Supplemental Questions: None Required
Additional Materials Required: None Required