Technical Records Specialist 2 - Customer Contact Center

State of Idaho

Idaho Transportation Department

NOTICE: Applications will be accepted through 11:59 PM MST on the posting end date.

Looking to take the next step in your career and continue making an impact? At the Idaho Transportation Department (ITD), every employee plays a vital role in enhancing the quality of life in Idaho through transportation. We're committed to fostering an innovative, collaborative workplace where you can continue to grow, develop, and do your best work.

We are currently seeking a Technical Records Specialist 2 to join our DMV Headquarters Contact Center team in the Division of Motor Vehicles. This position plays a key role in supporting the public by providing guidance on a wide range of DMV services, including driver's licenses, driver's records, vehicle registration and titling, insurance compliance, online portal use, and navigating the ITD website.

The successful candidate will learn a strong understanding of DMV operations, excellent communication skills, and a genuine commitment to customer service. In this role, you will manage a high volume of inquiries from the public, complete a variety of DMV tasks, and contribute to the accuracy and integrity of DMV processes.

This position includes an in-depth training program, led by dedicated trainers over a four-month period. During this time, you'll build the knowledge and confidence needed to achieve agent certification and become a subject matter expert in your field.

This is more than just a job - it's an opportunity to be part of a supportive, purpose-driven team that takes pride in serving the people of Idaho. If you're passionate about public service, eager to grow professionally, and excited to work in a dynamic and meaningful environment, we invite you to apply and join us at ITD.

• Please note: This position requires a criminal background check and this role is a Monday to Friday 8:00 am to 5:00 pm.

Example of Duties

• Serve as the first point of contact for customers by phone and electronic correspondence, providing guidance on driver licensing, driver records, vehicle registration, titling, and insurance compliance.
• Respond to high‑volume customer inquiries, often 60+ calls per day and numerous online submissions, ensuring accurate and courteous service.
• Document interactions and maintain records in DMV systems, ensuring accuracy, clarity, and compliance with record‑keeping standards.
• Interpret and explain complex laws, rules, and DMV policies, helping customers and internal partners navigate requirements across multiple programs.
• Assist with troubleshooting online services, including DMVOnline and other self‑service tools, helping customers navigate technical or process barriers.
• Exercise independent decision‑making when resolving issues, including situations not explicitly covered by existing procedures.
• Research customer issues using multiple systems, records, and reference materials to provide accurate resolutions.
• Complete a variety of DMV transactions related to driver and vehicle services to ensure accuracy and safeguard DMV data integrity.
• Participate in process improvement efforts, identifying trends, recurring issues, and opportunities to strengthen customer experience and internal workflow efficiency.
• Collaborate with team members and other DMV units, contributing to a supportive culture and consistent statewide service.
• Provide program‑level expertise in assigned DMV areas and act as a resource for peers and other DMV units.

Minimum Qualifications

Experience:

• Monitoring record systems to identify and correct errors.
• Interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs.
• Analyzing information and researching a variety of sources to identify and resolve problems or issues.
• Dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations.
• Entering and retrieving data using a computerized record system.
• Composing and proofreading business correspondence.

Strongly desired: One year or more of experience in a DMV role or equivalent experience

To learn more about the department, please visit the ITD website. Make a difference in your community and in the lives of the citizens of Idaho! Contact an ITD Recruiter at: careers@itd.idaho.gov or call 208-334-8664. The Idaho Transportation Department does not sponsor work visas.

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information, please visit https://dhr.idaho.gov/information-for-state-employees/.

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or emailada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.