Inbound Customer Care
Company: Crescens Inc.
Location: Lakewood
Posted on: January 26, 2023
Job Description:
Job title : Inbound Customer Care
Location: Lakewood, CO
Duration : 6+ months
Type : Contract
Job Description:
- The representative will serve in many roles within Driver
Service as part of Driver Control section in the Division of Motor
Vehicles. Position must study each customer's motor vehicle
information, recognizing there are an unlimited number of
situations to consider, and fit together to provide the customer
practical solutions to specific technical reinstatement and
licensing problems. Need to exercise judgment in selecting the most
appropriate guideline from many alternatives to best fit the
customer's need for reinstatement. Interpret and evaluates all
available information in order to resolve problems. Answer question
and provide the customer the proper services needed for each
individual situation. Provide customer's reinstatement information
tailor made to their specific situation, recognizing each
customer's record and/or needs is unique and different from every
other record. Full time Teleworker, needs own Internet
service.
- General Duties Duty - This position serves a Driver Services
call center agent and serves the public by providing information
about customer's records. Applying Job Knowledge to Customer
Interactions: Translates and clarifies Colorado Motor Vehicle
statutes, department administrative procedures, and policy to
customers. Determines the effect of statutory law on a driving
record and uses experience and reasoning to determine the best
approach for the extensive number and possible courses of action in
response to division notices, restraints, or general licensing
issues. Resolving Customer Disputes and Concerns: Employs
appropriate conversational techniques to diffuse irate customers.
Directs the discussion towards the significant aspects of the
problem and then helps the customer to resolve any issues within
the boundaries of established statutes and guidelines. Educates and
instructs customers on legislative objectives and rationale on
departmental restraints.
- Duties Duty - Clarifies the underlying rationale and compliance
for over 170 Motor Vehicle Division Form Letters. Instructs the
customer on the potential impact of non-compliance and the various
methods of compliance. Interprets and explains over 90 different
types of restraint actions and the possible consequences of
multiple violations. Advises customers as to the fee, documentation
and testing requirements, and the network of Driver License offices
serving the state of Colorado. Provides and instructs customers in
identifying and acquiring the mandatory forms to accomplish the
desired action(s). Explains reinstatement requirements to the
customer and their rights to a hearing. Provides training,
clarification, assistance and updates to co-workers in resolving
difficult and/or unique problems.
- General duties and Customer Service Duty Identifies
unique/unusual problems with the implementation of operating
procedures and with the continually evolving statutes and Driver's
License computer system. Determines paperwork submitted is proper
and complete for reinstatement. Determines solutions to customer
problems. Determines whether customer requires special auto
insurance (SR22) and for what length of time. Determines whether
customer requires completion of alcohol education/therapy classes.
Determines whether customer is eligible for a Motor Vehicle
hearing. Determines whether the customer may be eligible for early
reinstatement with an interlock device install.
- Analyze Record to Determine Course of Action: Detects and
determines, through conversation/questioning, and thorough research
of department files, whether customers' motor vehicle records are
accurate. Analyzes restraints to determine whether proper action
was taken. Determines drivers' statutory compliance and whether to
allow the restraint to continue or be withdrawn. Determines whether
the restraint's supporting evidence is in order, whether the driver
was properly notified, and whether the restraint is appropriate or
if it should be modified/ deleted from the record. Identifies and
corrects errors which exist in the motor vehicle record. Resolves
discrepancies by reviewing all sources of available data and by
soliciting information for each individual situation. Escalates
corrections to the record to the proper unit/level of authority for
correction. Researches driver records to determine restrictions
regarding privacy impacting the release of motor vehicle record
information and responds
Keywords: Crescens Inc., Denver , Inbound Customer Care, Other , Lakewood, Colorado
Didn't find what you're looking for? Search again!
Loading more jobs...