DEPARTMENT OF REVENUE
CLASSIFICATION SPECIFICATION


Class Title: Telephone Information Operator I (Revenue)
Title Code: 7621
Semi-Monthly Salary: $885.00 - $1,400.00
Pay Range: 1
Overtime Code: 2

Definition:

This is public contact work for the Department of Revenue that involves providing information in response to telephone inquiries concerning licensing or registration services for an assigned program of the Division of Motor Vehicle & Drivers Licensing.

An employee in this class responds to telephone inquiries from customers and/or field office staff regarding drivers licensing or motor vehicle registration and titling requirements. Work involves explaining laws, regulations and procedures for the assigned licensing or registration program; searching and updating computerized records and files; and communicating requested information to callers. Work also involves clerical work in support of the telephone activities performed. Upon completion of orientation and training, work is performed under the general supervision of a designated superior, and the employee works independently within established guidelines.

This description may not include all of the duties, knowledge, skills, or abilities associated with this classification.


Job Duties:

Responds to telephone inquiries regarding the requirements for commercial and individual Missouri driver's licenses or the registration and titling of motor vehicles.

Explains laws, regulations and procedures to customers and field office staff concerning the assigned licensing or registration program.

Searches computerized records and files in order to obtain requested licensing or registration information for callers.

Updates customer licensing or registration records in the computer system to reflect current information.

Generates and mails computerized forms and letters in response to requests from lending institutions, insurance companies and customers for licensing or registration information.

Maintains current knowledge of laws, rules, regulations, procedures, program changes and manual modifications for the assigned licensing or registration program.

Performs other related work as assigned.


Key Skills:

Working knowledge of state laws, rules, regulations and procedures applicable to drivers licensing or the registration and titling of motor vehicles.

Working knowledge of the organizational structure and functions of the Division of Motor Vehicle & Drivers Licensing.

Working knowledge of communication techniques employed in answering telephone inquiries.

Working knowledge of computer systems utilized by the assigned licensing or registration program.

Ability to explain laws, regulations, policies and procedures for the assigned licensing or registration program.

Ability to operate a computer terminal to input and retrieve information.

Ability to collect, organize and present facts, accurately and thoroughly.

Ability to communicate effectively via telephone with customers, field office staff, other employees, lending institutions, insurance companies and the general public.


Minimum Qualifications:

Applicants must meet one of the following eligibility requirements:

One year of clerical or public contact experience with the Missouri Division of Motor Vehicle & Drivers Licensing.

OR

Two years of office or public contact experience; and possession of a high school diploma or proof of high school equivalency.


(Minor Revision 6/1/14)