Job Specifications

MOBILE UNIT CUSTOMER SERVICE TECHNICIAN

Job Code: 634300

Pay Plan: Classified

Pay Grade: 19

Occupational Category: Office & Administrative Support

Effective Date: 02/09/2014

Class Definition: Customer service and examiner work for the Department of Motor Vehicles serving customers at various locations around the state and operating from a mobile van. Duties include conducting a variety of examinations, including road tests, to determine applicant's driving capability; processing registrations, license renewals, duplicates, non-driver identifications, and proper calculation and collection of fees. Work is performed under the supervision of an administrative supervisor.

Examples of Work: Reviews, rates, and codes registration applications, license renewal, license duplicates, non-driver IDs for completeness and accuracy. Screens registration applications, determines fee requirements for registration and taxation , collects fees, and issues temporary registrations. Reconciles fees and deposits funds daily. Forwards applications and supporting documentation to the central office. Works with district staff to provide service to customers within the assigned district. Administers driver license and learner permit exams including vision, written, and driving tests as well as an oral test to determine that illiterate applicants or those with learning disabilities or language barriers have a basic knowledge of Vermont motor vehicle laws and safe driving practices. Reviews exam results with applicant, collects appropriate fees, and issues a license or permit or reschedules as necessary. Administers the motorcycle written and skill test, school bus written test, and special re-exams. Provides information relative to motor vehicle operation and assists customers in the application and testing process. Loads and unloads the Mobile Van with equipment and supplies and sets up computers and other equipment at district site. Performs related duties as required.

Environmental Factors: Duties are performed in field offices, at times in overcrowded offices, inclement weather, and under pressure of being in constant public eye. Employees must be able to deal with confused, frustrated, and highly upset customers and handle large sums of money. Incumbents may be required to take over the operation of a motor vehicle in the interest of personal and public safety. Incumbents must be able to carry objects of up to 50 pounds. Due to volumes, certain positions may be required to rotate work station assignments requiring overnight stay in some locations.

Minimum Qualifications

Knowledge, Skills and Abilities: Considerable knowledge of motor vehicle registration, license, title, and tax laws, rules, regulations, procedures, and reporting requirements.

Knowledge of motor vehicles and their methods of operation.

Knowledge of motor vehicle finances, including liens, mortgages, other encumbrances, and associated documents.

Knowledge of business English, spelling, and arithmetic.

Knowledge of modern office practices, procedures, and equipment.

Knowledge of where to reference publications to verify authenticity of documents to avoid fraud.

Ability to meet and deal effectively with the public and recognize potential applicant reactions while under examination stress.

Ability to read statutes, rules, and regulations of moderate complexity, correctly determine their meaning, and explain same to applicants and public, both orally and in writing.

Ability to judge the competency of examination applicants to operate a motor vehicle.

Ability to work under constant pressure and to meet heavy workloads.

Ability to establish and maintain effective working relationships.

Education and Experience:

High School diploma or equivalent AND four (4) years or more of work experience INCLUDING two (2) years or more of public contact experience.

OR

Two years or more of full-time college coursework OR an associate's degree or higher AND two (2) years or more of work experience involving public contact.

Special Requirements:

An applicant's vision must be correctable to 20/20 (Snellen Test) in both eyes, with normal color perception and field of vision.

A valid driver's license is required.

The frequency, recent dates, and nature of any court conviction(s) and a person's traffic record may cause disqualification.

Special Requirements: In accordance with Title 23, Section 102(d), an applicant must agree to and pass a background investigation to be eligible for this position. The background investigation may include criminal and traffic records checks. Hiring managers will notify applicants who are in the final stage of the interview process of the background check requirement, to which an applicant must agree to be deemed eligible for this position. Applicant will have the right to withdraw their applications before a background investigation is conducted.