State of New Hampshire Job Posting Department of Safety Division of Motor Vehicles Bureau of Operations

• Gorham 491 Main Street Gorham

NH 03581

Data Control Clerk III

• Operations Position #43400 $17.81/hour
• $23.39/hour This position offers a Trainee Status
• starting at the following pay rate: $17.19 per hour
• Candidates hired at a Trainee Status must meet minimum qualifications within one (1) year of hire date
• See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Safety, Division of Motor Vehicles, Bureau of Operations, has a full-time vacancy for DMV Contact Center Clerk (Data Control Clerk III), SOC Title 43-4190 MISC

RECORDS CLERKS-2

located in Gorham NH. This position has a 37.5 hour work week and is considered non-exempt.

Summary:

Monitor, administer and complete the answering of up to 500 telephone inquiries per day, ensuring that quality control processes are being met and all inquiries are being answered in a timely, accurate manner consistent with the Privacy Act, while providing first-rate customer service to the general public and partners of the Division of Motor Vehicles (DMV), Bureau of Operations, Contact Center. Solve basic contact center production issues, and recommend procedures and processes to improve efficiency, accuracy and performance.

YOUR EXPERIENCE COUNTS

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS

Education/Experience:

Equivalent combination of 1 year of education and experience after completion of high school.

License/Certification:

None Other Requirements:

1. Must pass a fingerprint based criminal background check and motor vehicle record check in order to ensure suitability for exposure to confidential information. 2. May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours. 3. May be required to travel throughout the state and work at various satellite offices for periods of time

Trainee Option:

Candidates with a high school diploma or equivalent credential and less than 1 year of post-high school education and experience may be considered and hired in 'trainee status' for this position.

PREFERRED QUALIFICATIONS

Experience with data entry, contact center call taking, or customer service is preferred.

AFTER-HIRE REQUIREMENTS

Selected candidate(s) will be required to attend and successfully complete an intensive multi-week training program of classroom and on-the-job training, with weekly evaluations to ensure compatibility, suitability and ability to learn the complex motor vehicle systems, computer systems, processes, procedures, forms and transactions, while providing first-rate customer service in an expedient, timely, accurate and polite manner in a high-volume customer service area or workstation. Continued employment is contingent upon successfully completing all aspects of the training program within the first six months of employment.

CAREER ADVANCEMENT OPPORTUNITIES

In-Band Advancement Available:

Yes No Criteria:

None Broad Group Level Advancement Available:

Yes No Criteria:

None

DISCLAIMERS

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title. When applicable, the work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

Administers and completes the answering of up to 500 telephone inquiries on a daily basis, while providing first-rate customer service to the general public and DMV partners regarding motor vehicle questions, laws, administrative rules, issues, and concerns, relative to all aspects of the DMV, consistent with the Privacy Act. Prioritizes, administers and responds to voice mails, e-mails and other electronic media inquiries from the general public, partners and state employees relative to all aspects of the Division of Motor Vehicles, consistent with the Privacy Act. Ensures that all inquiries are answered in a timely manner and that customer waiting times are minimal, while prioritizing inquiry type through logging into pertinent queues and either triaging or providing complete answers to all inquiries. Oversees the completion of credit card transaction inquiries from the general public through telephonic or other electronic media for various motor vehicle transactions. Retrieves and enters pertinent information into the DMV database(s) verifying the validity and authenticity of all information prior to final acceptance. Ensures that all transactions and data entry are consistent with the Privacy Act. Utilizes Voice Over Internet Protocol (VOIP) or other telephonic hardware and software to log-in to assigned queues. At the completion of each inquiry, enters pertinent data and tracks inquiries by type. Ensures that all hardware and software is functioning properly and that any additions or upgrades to the system have a seamless implementation. Assists with ensuring that all contact center personnel have adequate training to properly utilize all hardware and software. Utilizes computer hardware, software, databases, DMV E-Manual and the Internet to seek answers to questions, review customer information, accept credit card payments and complete transactions at a customer service counter. Works with the Supervisor of the contact center to ensure that all procedures and processes are efficient and timely while ensuring a smooth workflow for all inquiries. Processes complex motor vehicle transactions including driver licenses, identification cards, motor vehicle registrations, boat registrations, title documents, various permits and licenses, financial responsibility fines and fees, motor vehicle records, accident reports and motorcycle rider training classes at a high volume customer counter or customer service area. Receives numerous applications, ensures that all required information and documentation is authentic, enters information into the DMV database, collects fees and prints, verifies and issues documents. For further information, please contact Kathy O'Neal, Administrator II at Kathy.

G.ONeal@DOS.NH.GOV or 603-227-4135. •

TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits and the amount of employee health benefit contributions may vary depending on the type of plan selected and the bargaining unit with which a position is associated. See this link for details on State-paid health benefits: https://www.das.nh.gov/hr/benefits.aspx Value of State's share of

Employee's Retirement:

12.87% of pay

Other Benefits:

Dental Plan at minimal cost for employees and their families ($500

• 1800 value) Flexible Spending healthcare and childcare reimbursement accounts State defined benefit retirement plan and Deferred Compensation 457(b) plan Work/life balance flexible schedules, paid holidays and generous leave plan $50,000 state-paid life insurance plus additional low-cost group life insurance Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx Want the specifics? Explore the Benefits of State Employment on our website: https://www.das.nh.gov/hr/documents/BenefitBrochure.

pdf https:

//www.das.nh.gov/hr/index.aspx

EOE TDD Access:

Relay NH 1-800-735-2964