Contribute to successful business operations through maintaining comprehensive knowledge of industry related local, state, and federal regulations. Develop ongoing and effective relationships with customers and drivers to ensure that the highest possible levels of service are achieved. Continuously strive to increase product and service knowledge to promote and increase new business opportunities.
MAJOR JOB FUNCTIONS:
a) Thoroughly review all request documentation to ensure completeness and accuracy while collaborating with customers and Account Consultants to obtain required information.
b) Ensure that all title and registration work is audited, closed, and invoiced according to company policy and procedures. Verify that invoices are routed to appropriate staff prior to distribution.
c) Closely monitor all requests to prevent processing delays. As needed, promptly communicate potential delays to customers, drivers, and Account Consultants. Utilize status reports, noting any special information, and other resources to monitor requests.
d) Develop effective rapport with customers, maintaining accurate communication records in company database and understand customer business needs to deliver appropriate service levels.
e) Establish positive working relations with drivers to communicate Department of Motor Vehicle requirements and provide drivers with support in resolving possible problems.
f) Coordinate driver assignment with the Dispatch Office to effectively complete title and registration processing and obtain Department of Motor Vehicle receipts.
g) On an ongoing basis, monitor unresolved inquiries or problems, following through until solutions are obtained. Complete any necessary research and communicate with supervisor any assistance needed for problem resolution.
h) Maintain up to date knowledge of departmental procedures as well as document technicalities and fee information related to assigned territories.
i) Consistently create effective communications with Department of Motor Vehicle staff to maintain current knowledge of assigned territory requirements. Follow through to ensure that company database is modified to reflect changes in state procedures.
j) Retain appropriate supporting Department of Motor Vehicle documentation for future reference.
k) As assigned, assist supervisor in training new staff members to ensure consistency in delivering quality service and adherence to company policy and procedures.
l) Develop monthly reports from raw data to help generate scorecards, identify trends and improve processes.
m) Monitor customer Service Level Agreements and assist in prioritizing and resolving transactions.
Skills: This position requires the ability to: solve complex problems efficiently and effectively, anticipate needs of customers, vendors, and colleagues, and exercise attention to detail in a demanding environment. This position also requires the use of independent judgment and willingness to employ initiative while genuinely cooperating with others in a team setting.
Experience: To perform successfully in this position, it will be necessary to have a background in an office environment preferably within the transportation industry or state Department of Motor Vehicle. Demonstrated success in understanding and following operational procedures is required as is the ability to work through large amounts of raw data and draw conclusions. Prior experience in a customer service position with extensive public contact is also essential.
Education: Acquisition of an Associates degree in business or equivalent working experience. A minimum of 6 months training or equivalent experience in customer service is necessary.
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