Assess caller inquiries to resolve requests for service
Apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations
Work as part of a team that values open communication and feedback regarding strategies for improving customer service

Have customer service experience
Have experience resolving customer concerns
Be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information
Value customer service and the importance of responsiveness and follow-through
Portray a positive, respectful and professional image
Be able to stay calm and work effectively in stressful situations
Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers
Be able to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices
Be able to use critical thinking, judgement, and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions
Develop and maintain effective working relationships and work collaboratively with others to achieve team goals
Be flexible, able to adapt to change and react professionally to changing conditions
Possess a strong work ethic and approach work with a sense of commitment, urgency and personal accountability
Possess strong computer application skills with the ability to quickly learn applications related to business operations such as Microsoft Office products, as well as agency information systems.

Consumer Services Consultant – Customer Service Analyst II

Key skills