Contact Center Representative

Contact Center Representative (Customer Agent I) (Grade 10)

Current full‑time and part‑time vacancies are available only within the MVA Contact Center (Allegany County).

Interview and hire position. All candidates will be invited to interview based on the date the application is received.

Responsibilities

• Advising customers, either verbally or in writing, on information or procedures required for the title, tag, or registration.
• Responding to customers’ inquiries from the public, branch offices, license agents, courts, attorneys, and insurance companies resulting from visits to the branch office.
• Accessing databases and software programs to obtain information and enter information.
• Providing accurate answers concerning various MDOT MVA divisions.
• Completing and printing correspondence and forms such as Request for Lien letter (VR‑56), Application for Substitute Plates Stickers (VR‑9), Return Title/SIF Request.
• Informing customers of documents needed to process title and tag applications, liens, bill of sale, and other ownership documents.
• Assessing Call Tracking System and Outlook emails.

Minimum Qualifications

Education: Graduation from a standard high school or possession of a high school equivalency certificate.

Experience: One (1) year of customer service work experience. Applicants may substitute customer service work experience for the required education at a rate of one year of experience for one year of education. Customer service must be the primary function of your position in order to receive work experience credit.

Customer Service – Interacting with customers to provide information in response to inquiries about products and services in conjunction with the handling and resolving of complaints.

Benefits

MDOT offers a generous and competitive benefits package.

Equal Employment Opportunity

The MVA is an equal opportunity employer. The MVA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

The State of Maryland is dedicated to a drug‑free workplace, and employees are subject to the State's Substance Abuse Policy, which includes possible drug testing. Reasonable accommodations will be provided upon request.

The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification for employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, withdrawal of an offer for employment, or immediate discharge.