Automotive Services Associate I

2 weeks ago

Hagerstown, Maryland, United States DelDOT Full time

Overview

This role is situated within the Vehicle Service Assistance division. It is an entry-level opportunity that includes comprehensive on-the-job training, where the incumbent will execute a variety of critical functions related to vehicle services. The position is supervised by a Motor Vehicle Support Supervisor.

Advancement Opportunities

Upon successful completion of departmental promotional criteria and job responsibilities, employees may qualify for advancement to higher positions.

Desired Qualifications

Candidates lacking the preferred qualifications may still be considered for this role if they meet the job requirements. Proficiency in reading, writing, and speaking both English and Spanish.

Key Responsibilities

The following duties are essential and represent core functions common to all roles within this classification. This list is not exhaustive and does not restrict incumbents from performing similar tasks not specifically mentioned.

Manages a range of transactions including issuing, renewing, suspending, and/or revoking driver, identity, and motor vehicle credentials; accessing driving records; conducting vehicle inspections; evaluating fines and penalties; and reviewing customer histories to identify outstanding warrants and/or licenses/IDs from other jurisdictions.
Provides exceptional customer service to both internal and external clients by gathering necessary business, personal, and/or sensitive information to assist with all transactions required to resolve issues.
Recognizes situations that deviate from standard operating procedures and proposes recommendations for exceptions in line with applicable laws, rules, regulations, policies, processes, and procedures, while ensuring customer protection.
Accurately calculates, manages, and accounts for all DMV funds collected and disbursed for transactions, including but not limited to driver licenses, ID cards, titles, registrations, insurance fees, and penalties. Ensures all fees and deposits are reconciled and deposited appropriately.
Interprets, applies, and clarifies federal, state, and division laws, rules, regulations, policies, processes, and procedures related to driver, identity, and motor vehicle services to the public, legal professionals, insurance companies, law enforcement, automobile dealers, government entities, and other jurisdictions.
Reviews and assesses various documentation such as birth certificates, passports, court documents, bills of sale, wills, and powers of attorney required for the issuance of driver, identity, and motor vehicle credentials; ensures the validity and completeness of documents.
Utilizes various manual, computerized, and specialized systems concurrently to review and analyze source documents, determine customer eligibility for services, and complete transactions accurately and within established service levels.
Investigates, evaluates, analyzes, and applies judgment to resolve discrepancies, identify exceptions, and make informed decisions.
Responds to customer inquiries and processes transactions for non-DMV services, including voter registration, organ/tissue donor registration, warrant resolutions, traffic violations, and E-Zpass transponders.
May conduct vision, written, oral, and/or road examinations to assess drivers' knowledge and skills for safe vehicle operation.
May perform inspections of vehicle equipment such as lights, horns, windshield wipers, turn signals, brakes, emissions, and exhaust systems for various vehicle types; conducts off-site inspections for vehicle identification number verification.
May operate both manual and computerized vehicle testing equipment.
Prepares various records and reports as required.

Job Requirements

QUALIFICATIONS for Automotive Services Associate I

Candidates must demonstrate education, training, and/or experience in the following areas: Six months of experience in document processing, which includes reviewing and evaluating records for completeness and compliance with laws, rules, regulations, standards, policies, and procedures, resolving deficiencies, interpreting information, and monitoring activities. Six months of experience in customer service, providing prompt, accurate, and courteous assistance to customers seeking information, addressing requests efficiently, ensuring customer satisfaction, and handling complaints. Six months of experience in applying laws, rules, regulations, standards, policies, and procedures. Six months of experience using an automated information system to enter, update, modify, delete, retrieve, and report on data. Possession of a valid Driver's License (not suspended, revoked, or canceled, and not disqualified from driving).

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