Customer Service Representative for Motor Carrier Services

3 weeks ago

Richmond, California, United States Virginia Department of Human Resource Management Full time

The Virginia Department of Motor Vehicles (DMV) is seeking a highly skilled Customer Service Representative to join its Motor Carrier Services Team. This is an exciting opportunity for an individual who is passionate about providing exceptional customer service and has a strong understanding of tax laws and regulations.

As a Customer Service Representative, you will be responsible for processing customer and vehicle transactions, including International Registration Plan (IRP) and International Fuels Tax Agreement (IFTA) payment collections, credential and inventory release transactions, and trip permit applications. You will also be responsible for examining customer work to validate accuracy and completeness, ensuring compliance with IRP and IFTA requirements, and identifying discrepancies and indicators of improper tax filing.

Responsibilities of this role include:

  • Assisting with applications and tax returns filed electronically by customers through the external system, troubleshooting application and system issues, and completing administrative tasks to bring full closure to applications submitted electronically.
  • Educating customers about federal and state requirements applicable to their business, and sharing information about DMV services and benefits Virginia offers to the motor carrier industry.
  • Updating work statuses to assist in tracking and managing work while ensuring quality service for all customers.
  • Performing work associated with customer assessments, refunds, problem applications and tax returns, apportioned registration, and accounting for and reconciling funds processed.
  • Application management for document retrieval by work preparation, scanning, and indexing.

This position offers a hybrid telework schedule after the initial 6-month training period has been completed. The DMV is headquartered in Richmond, Virginia, and serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, the DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations.

The ideal candidate will have:

  • The ability to interpret, apply, and articulate tax law, rules, regulations, policies, and procedures.
  • Possesses some or can quickly develop a comprehensive knowledge of federal and state laws and regulations pertaining to the licensing, tax, and operational requirements of motor carriers and interpret and apply this information to motor carrier customers.
  • Experience analyzing and interpreting IFTA tax returns, documents, and reports.
  • Strong oral and written communication skills; communicating in a courteous, professional, and tactful manner.
  • Experience working cooperatively with others in a team environment.
  • Strong typing skills, use of a personal computer, and automated information systems.
  • A strong customer focus.
  • Experience adapting to changing work demands and environments.
  • Strong working knowledge of accounting principles and practices and demonstrated ability to apply mathematical concepts to calculate and verify tax computations.
  • Experience managing multiple assignments simultaneously and working under pressure during peak workload periods.
  • The ability to work Monday-Saturday with varying hours to meet agency business needs.

Please note that the salary for this position is estimated to be around $47,000 to $55,000 per year, commensurate with experience.

The DMV is an equal opportunity employer and welcomes applications from diverse candidates. The successful candidate will be required to complete a background check and provide documentation of their eligibility to work in the United States.

To apply for this position, please submit your online application through the DMV's website. The DMV participates in E-Verify and requires all applicants to consent to a background check.

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