Customer Agent I

Salary

$36,185.00 - $57,195.00 Annually

Location

Statewide

Job Type

Full Time

Job Number

4863-MVA-Statewide-05/24

Department

Motor Vehicle Administration

Opening Date

05/03/2024

Closing Date

Continuous

• Description

• Benefits

• Questions

Description

Customer Agent I

This is an interview and hire position

All candidates will be invited to interview based on the date the application is received. Applications may be on file for 12 months from the date received. Duplicate applications will not be considered.

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic agent with focus on delivering premier customer service. The Customer Agent I is the entry level of customer service work for the Motor Vehicle Administration. Employees in this classification perform a variety of duties.

Employees in this classification are required to work over six service delivery days, Monday through Saturday. Employees are scheduled to work to cover MVA service delivery hours that may include evenings.

Responsibilities included:

• Titling and registering vehicles

• Licensing and monitoring drivers

• Issuing identification cards

• Licensing and regulating vehicle related businesses

• Enforcing insurance and vehicle emissions inspection laws

• Investigating for non-compliance with motor vehicle laws and regulations and other customer support functions.

  Ideal candidates possess:

• Passion for delivering excellent customer service

• Ability to work in a fast-paced environment

• Problem solving ability

• Excellent communication skills

  Interview invites will be prioritized based upon the needs of the Administration. The eligible list resulting from this recruitment may be used to fill MVA Customer Agent I vacancies throughout the Motor Vehicle Administration.

MDOT offers a generous and competitive benefits package.

You can learn about our amazing benefits here: MDOT Benefits Guide (https://www.mdot.maryland.gov/tso/pages/index.aspx?pageid=152)

Connecting You to Life's Opportunities

Qualifications

Minimum Qualifications

Education: Graduation from a standard high school or possession of a high school equivalency certificate.

Experience: One (1) year of customer service work experience.

Note: Applicants may substitute customer service work experience for the required education at a rate of one year of experience for one year of education.

Customer service must be the primary function of your position in order to receive work experience credit.

Customer Service - Interacting with customers to provide information in response to inquiries about products and services in conjunction with the handling and resolving of complaints.

Consideration for employment may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for.

If you have held more than one (1) position at the same employer, please list the positions that you held, and the length of time that you held each position.

Licenses & Certifications

None

Additional Information

To Apply:

Submit a DTS-1 application online at: http://agency.governmentjobs.com/mdotmd. The application must be complete at the time of submission and must clearly describe the required work experience. Dates (month and year) must be stated. Vague descriptions of experience will not be considered. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted. Applications submitted online must be received by 11:59 PM if a closing date is noted. If you have general questions regarding employment opportunities with the Motor Vehicle Administration (MVA), please call 410-787-7719.

Applicants who have education obtained outside of the U.S. will be required to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or World Education Services: International Credential Evaluation (https://www.wes.org/).

The MVA is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.

The MVA is an equal opportunity employer. The MVA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

The State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy to include possible drug testing. Reasonable accommodations will be provided upon request.

The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification to employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, withdrawal of an offer for employment or immediate discharge.

Relay Service: 1-800-201-7165 TTY: 1-800-492-4575 EEO/AA Employer

Issued:05/03/2024

Come join the Maryland Department of Transportation Team! We offer more than just a paycheck!!!! We offer healthcare, dental, long term disability, flexible work schedules, and so much more. Read all about our fabulous benefits in detail by visiting:

https://www.mdot.maryland.gov/tso/pages/index.aspx?pageid=152

Don't miss out on a great opportunity for a challenging career along with fabulous benefits!

*Benefits are offered to all full-time, part-time permanent and contractual (partially subsidized) employees. Temporary employees do not receive benefits.

01

Do you have a high school diploma or possession of a high school equivalency (GED)?

• Yes

• No

  02

  Do you have one (1) year of customer service experience?

• Yes

• No

  03

  If you have indicated "Yes" to the question mentioned above. Please provide the following below. 1. Dates of Employment (month and year) 2. Name of Employer 3. Position title held 4. Supervisors name and number Your response to this question must be reflected on the application form in order to receive credit. You may list more than one position if necessary. This information must be listed on the DTS-1 application form (list of duties under your employer). If answered "No", type N/A.

  04

  Of the choices provided below, please select the option that most closely reflects the number of hours you have spent providing customer service to the general public in an average work day for your current or previous employers.

• 2 hours

• 4 hours

• 6 hours

• 8 hours

• Not Applicable

  05

  Of the options listed below, please check the equipment you have used in a workplace setting to accomplish work tasks (you may select more than one). If you have not used any of the equipment listed below, please select 'Not Applicable'.

• Workstation/Computer

• Credit Card terminal

• Printers

• Fax Machines

• Scanner

• Calculator

• Copy Machines

• Telephone

• Tablet/Mobile Devices

• Not Applicable

  06

  Of the courses, seminars, and/or workshops listed below, please select those you have taken and completed (you may select more than one). If you have not taken any of the offerings listed, please select 'Not Applicable'.

• Microsoft Office Word training

• Microsoft Office Excel training

• Microsoft Office Outlook training

• Basic Computing training

• Point of Sale system training

• Conflict Resolution training

• Customer Service training

• Inventory Management system training

• Not Applicable

  07

  Of the applications listed below, please select those you have used in a workplace setting (you may select more than one).

• Point of Sale systems

• Inventory Management systems

• Word Processing Software (i.e. Microsoft Word, Word Perfect, Google Docs)

• Spreadsheet Software (i.e. Microsoft Excel, KingSoft, Google Sheets)

• Financial Management Software (i.e. Quicken, Mint)

• Email (i.e. Gmail, Hotmail, Microsoft Outlook, Thunderbird)

• Automatic Call Distribution System (ACD)

• Instant messaging applications (i.e., Skype, Slack)

• Not Applicable

  08

  The position for which you have applied requires the consistent execution of mathematical calculations. Of the options listed below, please select the choice that most accurately reflects your experience in the workplace.

• I have regularly executed mathematical calculations in the performance of my job duties involving addition and subtraction.

• I have regularly executed mathematical calculations in the performance of my job duties involving: addition, subtraction, multiplication, and division.

• I have regularly executed mathematical calculations in the performance of my job duties involving: addition, subtraction, multiplication, division, fractions, percentages, and decimals.

• I have not previously held employment that involved mathematical computations.

  09

  The subject position may require the processing of various types of monetary transactions in a Point of Sale System (POS). Of the choices listed below, please select the option that most closely reflects your experience in the workplace.

• I have processed cash, check, and credit/debit monetary transactions associated with the purchase of goods and/or services in a POS system.

• I have processed cash, check, and credit/debit monetary transactions associated with the purchase of goods and/or services in a POS system, reconciled electronic transaction records and prepared business account deposits at the conclusion of a shift.

• I have not processed monetary transactions in a POS system.

  10

  The position for which you have applied may require the use of spreadsheet software to monitor and track numerical data. Of the choices listed below, please select the option that most accurately reflects your experience in the workplace.

• I have used spreadsheet software to execute basic functions such as entering, printing, and copying & pasting data.

• I have used spreadsheet software to create simple worksheets that track and/or record data.

• I have used spreadsheet software to develop and maintain complex worksheets that track and manipulate different types of data using formulas and other related functions.

• I have not used spreadsheet software in a workplace setting.

  11

  Have you ever been employed in a fast paced, high volume, work environment providing frontline customer service (i.e., Retail/Banking).

• Yes

• No

  12

  Of the choices listed below, how do you currently interact with customers (you may select more than one).

• Face to Face/Counter Interaction

• Email Interactions (Digital Written Communication)

• Telephone/ Call Center

• Formal Written Correspondence (Business Letter )

• Digital Video Conferencing (Skype)

• Not applicable

  13

  This position may require the use of a word processing application to draft varying types of correspondence. Of the choices listed below, please select the option that most accurately reflects your experience.

• I have used word processing applications to enter information into templates and print documents.

• I have used word processing applications to draft business communications such as letters, memorandums.

• I have used word processing applications to compose complex reports that have included text as well as illustrations such as tables, charts, and graphs.

• I have not used a word processing application.

  14

  Of the languages listed below, please select those you read, write, and/or speak fluently. (You may select more than one. Any dialect is applicable). If you are only fluent in English please select 'Not Applicable'.

• French

• German

• Portuguese

• Spanish

• Chinese

• Taiwanese

• Japanese

• Hindi

• Punjabi

• Russian

• Greek

• Korean

• Italian

• Swedish

• Turkish

• Arabic

• Vietnamese

• Sign Language

• Other

• Not Applicable

  15

  Please select one (1) MVA location where you would accept employment. In order to receive an interview notification, you will need to select the one primary location below. As positions become available you may be contacted for other locations. Make sure the location you select is no more than 45-minute commute.

• Annapolis Branch – 160 Harry S. Truman Pkwy, Annapolis, MD 21401

• Baltimore Branch – 5425 Reisterstown Rd, Baltimore, MD 21215

• Bel Air Branch – 501 West MacPhail Rd, Bel Air, MD 21014

• Beltsville Branch – 11760 Baltimore Ave, Beltsville, MD 20705

• Columbia Branch – 6490 Dobbin Rd, Columbia, MD 21045

• Cumberland Branch – 13300 Winchester Rd, SW, Cumberland, MD 21502

• Easton Branch – 9148 Centreville Rd, Easton, MD 21601

• Elkton Branch – 105 Chesapeake Blvd, Ste A, Elkton, MD 21921

• Essex Branch – 1338-A Eastern Blvd, Essex, MD 21221

• Frederick Branch – 1601 Bowman's Farm Rd, Frederick, MD 21701

• Gaithersburg Branch – 15 Metropolitan Grove Rd, Gaithersburg, MD 20878

• Glen Burnie Headquarters – 6601 Ritchie Highway, N.E., Glen Burnie, MD 21062

• Hagerstown Branch – 18306 Col. Henry K. Douglas Dr, Hagerstown, MD 21740

• Kemp Mill Branch – 1327 Lamberton Dr, Silver Spring, MD 20902

• Largo Branch – 10251 Central Ave, Upper Marlboro, MD 20772

• Loch Raven/Parkville Branch – 8966 Waltham Rd, Parkville, MD 21234

• Loveville Branch – 27351 Point Lookout Rd, Leonardtown, MD 20650

• Salisbury Branch – 251 Tilghman Rd, Salisbury, MD 21804

• Waldorf Branch – 11 Industrial Park Drive, Waldorf, MD 20602

• Walnut Hill Branch – 16520 S. Westland Drive, Gaithersburg, MD 20877

• Westminster Branch – 1106 Baltimore Blvd, Westminster, MD 21157

• White Oak Branch – 2131 Industrial Parkway, Silver Spring, MD 20904

  Required Question

Agency

Maryland Department of Transportation

Address

See Job Posting for Specific Address to Mail an Application ------------, Maryland, ------------

Phone

See Job Posting

Website

http://www.mdot.maryland.gov

Apply

Please verify your email address Verify Email