Telephone Service Representative

Position Overview

The South Dakota Driver Licensing Program operates from a central office in Pierre and supports 25 state exam stations and 25 county issuance sites across the state. The Telephone Service Representative plays a critical role in delivering exceptional customer service and administrative support for the program. Based in the central office, these representatives serve as the primary point of contact for South Dakota citizens, driver license examiners, law enforcement agencies, attorneys, employers, insurance agents, and other stakeholders.

Telephone Service Representatives are trained to provide accurate information regarding driver’s licenses, instruction permits, and commercial driver licenses. They assist customers with questions about required documents, reinstatement fees, and other licensing‑related matters. In addition to answering incoming calls, representatives complete daily administrative tasks that support the overall operations of the Driver Licensing Program. These tasks include processing driving records, sending suspension or revocation notices, tracking surrendered licenses, and other essential duties.

• Provide accurate information about driver licensing programs.
• Handle inbound calls and provide clear, courteous customer service.
• Complete daily administrative tasks including record processing, notice generation, and license tracking.
• Research statutes, administrative rules, and court records as needed.
• Maintain professionalism when dealing with frustrated or difficult customers.
• Work collaboratively in a fast‑paced environment while managing competing priorities.

The Ideal Candidate Will Have

• Excellent communication and customer service skills.
• Strong coping strategies to remain calm under pressure.
• Attention to detail and accurate data entry.
• Proficiency with computer systems and office software.
• Effective multitasking and time‑management skills.
• Knowledge of driver licensing regulations and a commitment to high‑quality service.

Knowledge Of

• Motor vehicle laws, licensing regulations, and agency procedures.
• Customer service principles and practices.
• Office systems, data entry processes, and record‑keeping standards.
• Basic computer applications and phone system operations.

Skill To

• Communicate clearly and professionally, both verbally and in writing.
• Handle inquiries effectively and provide excellent customer service.
• Resolve conflicts and de‑escalate difficult situations.
• Operate computer systems and accurately enter data.

Ability To

• Manage multiple tasks and prioritize in a fast‑paced environment.
• Work independently and collaboratively within a team.
• Remain calm and professional under stress.
• Adapt to changing policies, procedures, and technology.

The State of South Dakota offers a $0 premium employee health insurance option, eleven paid holidays, generous vacation and sick leave accrual, dental, vision, and other insurance options, and retirement benefits as a member of Class A retirement under SDRS.

• Veterans’ Preference is available per ARSD 55:10:02:08.

• Successful applicants will undergo a background investigation. An arrest/conviction record will not necessarily bar employment.

• National Career Readiness Certificate holders may submit a certificate, though it is not required.

• The State of South Dakota does not sponsor work visas. All employees must verify eligibility to work in the United States and complete an Employment Eligibility Verification, Form I‑9, using E‑Verify.

An Equal Opportunity Employer.