Customer Service Rep - Help Desk

Customer Service Rep 2
- Help Desk

Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Duties and Responsibilities Under general supervision, receives and responds to customer inquiries, primarily by telephone, to resolve complex issues affecting driving records and other Department of Driver Services (DDS) database records. Performs detailed analysis of customer records and supporting documentation, exercising sound judgment to make accurate decisions and provide timely, effective resolutions for internal and external customers.

Maintains comprehensive knowledge of DDS policies and procedures governing the issuance, renewal, suspension, and reinstatement of Georgia driver's licenses, including Commercial Driver Licenses (CDLs). Assesses and clears Problem Driver Pointer System (PDPS) hits and resolves complex driver record issues involving jurisdictions nationwide.

Provides guidance and on-the-job training to new employees, assisting with daily tasks, procedures, and agency systems to support successful onboarding and consistent service delivery. Communicates professionally and effectively with Customer Service Centers (CSCs), internal DDS departments, courts, law enforcement agencies, state agencies within and outside of Georgia, and customers with complex driver record issues.

Demonstrates exceptional attention to detail, analytical thinking, problem-solving, and data entry accuracy while maintaining the integrity and confidentiality of sensitive records. Adapts to changing operational needs by working flexible schedules, including evenings and Saturdays, based on business requirements and established performance standards. Position is based in Conyers, Georgia.

Demonstrated competencies needed to successfully perform this job include:

• Must have some basic technical knowledge
• Must have the ability to accurately put key data into computer systems while maintaining a high level of attention to detail.
• Must have excellent oral and written communication skills
• Must be able to handle high-volume transactions in a sedentary job with professional telephone techniques.
• Must have an attendance record of dependability and reliability.
• Must be able to work independent 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/ GED and two (2) years of experience communicating information in a customer service setting; or one year of experience required at the lower-level Customer Svc Rep 1 (GST
120) or position equivalent.

Preferred Qualifications:

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

Three (3) 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

Three (3) years direct contact with Georgia Courts and/ or Law Enforcement related to driver license activities and problem resolution.

OR

Prior knowledge of State and Federal Driver's License Regulations

In accordance with Personnel Board rules, current employees may receive higher compensation based on their experience and knowledge of agency operations and procedures.

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…