Review Vacancy
AgencyMotor Vehicles, Department of
TitleProject Assistant - Customer Relationship Management (CRM), EQ Grade 18
Occupational CategoryAdministrative or General Management
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $61270 to $77912 Annually
Minimum Qualifications At least six years of professional contact center experience, including participating in contact center Customer Relationship Management Systems (CRMS) research and analysis. Familiarity and experience with configuration and administration of the Customer Relationships Management systems (such as Oracle/RNS) is preferred.
OR
An Associate’s Degree and four years of the required experience as described above.
OR
A Bachelor’s Degree and two years of the required experience as described above.
OR
A Master’s Degree and one year of the required experience as described above.
Duties Description Under the general direction of the Customer Relationships Management System (CRMS) Project Coordinator, a CRMS Project Assistant in the Customer Contact and Outreach Centers (CCOC) of the New York State Department of Motor Vehicles (NYS DMV) will operate with a high degree of independence and be responsible for developing and implementing CRMS processes, procedures, and operations. In addition, each incumbent will be responsible for the implementation, support, and maintenance of the CRMS itself, that will be used by the contact center agents, as well as any customer-facing bots (online or telephone-based). Duties include, but are not limited to:
• Liaisons with multiple work teams of subject matter experts (SMEs) across DMV’s program areas and business units, the Office of Information Technology Services (OITS), and vendor staff to assist these teams in capturing business needs and requirements related to this implementation in compliance with the business rules, the motorist’s rights under the Vehicle and Traffic Law (VTL), Commissioner’s Rules and Regulations (CRR), and applicable Federal Laws.
• Collaborates with stakeholders to identify the requirements for use of the CRMS. Creates CCOC-specific CRMS user roles and accounts.
• Integrates existing CRMS usage (public website, webform/email,) into future state functions.
• Rolls-out, implements and troubleshoots sections of the CCOC’s CRMS in areas such as:
o Knowledge management
o Incident management
o Contact management
o Analytics
o Chat
• Collaborates with the Knowledge Management team to prepare legacy knowledgebase articles for transition into the CRMS.
• Collaborates with the future training team on the development and initial delivery of the CRMS training to agents, supervisors, and managers in the CCOC.
• Configures needed system functionality in conjunction with the vendor.
• Implements taxonomy requirements for the reporting.
• Conduct testing of CRMS functionality before the rollouts.
• Attends applicable training to be able to perform CRMS support functions “in-house” to increase the efficiency and effectiveness of these operations.
• Creates and conducts multiple DMV and systems training sessions.
• Collaborates with the CRMS team members in designing, developing, and reviewing proposed solutions, and monitors the impact of any ongoing/in progress CRMS projects to ensure they will integrate seamlessly with the other DMV systems.
• Performs other CRMS Project tasks as needed.
Some positions may require additional credentials or a background check to verify your identity.
Email Address Linn.Bruce@dmv.ny.gov
Address
Swan Street Building
Notes on ApplyingPlease submit a cover letter indicating why you believe you are a good fit for this position. Please also include a clear and concise resume, and submit all documents via the fax number or email address listed above. Candidates applying from outside DMV may be asked for their social security number to verify NYS employment history and transfer eligibility.