Transportation Customer Specialist
Positions in this job family are assigned responsibilities related to providing professional and technical services and assistance related to commercial transportation operations for registrants/carriers in the United States and 10 Canadian Provinces. Assistance provided is related to vehicle registration, inter/intra state authority and various international programs. They will analyze information presented to determine the nature of a problem, provide assistance in interpreting and applying various laws, policies, and procedures various international programs. Advise customers on matters related to the agency’s business operations, and provide other assistance as needed. They will also perform audits and adjustments to verify complete applications, requirements, tax returns, and liabilities; examine and process legal documents related to various forms of business entities and activities, prepare correspondence, reports, and other material, and maintain various records and filing systems, including computer records, as required.
The functions within this job family will vary by level, but may include the following:
- Provides technical assistance to registrants/carriers by preparing and processing applications for apportioned registration, intrastate for-hire/private carriers, household goods carriers and/or interstate UCR registrations. Assistance may also be provided with rate structures, authority options, various jurisdictional taxes, insurance requirements, business tax forms.
- Reviews, audits, and edits forms to verify computations, completeness and status; resolves deletion credit inquiries, invalid information and responds to registrants’/carriers’ inquiries on a full range of registrations, applications, insurance requirements, federal requirements, federal heavy vehicle excise tax issues and notices; initiates appropriate account actions such as adjustments and collections of outstanding fines or fees; explains the provisions of various registrations, license or certificate laws.
- Provides technical expertise on how registrants can base-plate commercial fleets in Oklahoma and stay legal to operate within Oklahoma and nationally. Determines if the business entity presented by the registrant/carrier possess the requisite operational control in Oklahoma to fulfill the requirements of the various national registration plans. Recommends steps needed by the registrant/carrier to bring them into compliance with the law; determines responsibility to file delinquent applications and returns and takes necessary action to close delinquent inquiries.
- Evaluates registrants’/carriers’ safety status and initiates revocation proceedings if a registrant/carrier is placed out of service by the Federal Motor Carrier Safety Administration.
- Reviews and processes business documents, which may include those of sole proprietorship, partnerships, corporations, limited liability companies, limited partnerships, and others, for correctness and conformity to state laws and rules; communicates document deficiencies. Ensures that operational control of the commercial entity exists in Oklahoma prior to authorizing registration.
- Reviews and analyzes requests for information and clarification of laws, policies, and procedures; conducts interviews in person or over the phone to clarify issues concerning filing requirements, due dates, registration procedures, and similar matters; completes research of laws and rules as needed to respond to specific inquiries.
- Coordinates with other divisions, sections, or agencies as needed to clarify policies and procedures, determine status of individual accounts, issue clearances, and resolve problems; routes requests for materials, publications, or information to appropriate units for processing.
The Transportation Customer Specialist job family consists of four levels which are distinguished based on the complexity of the work assigned, the level of expertise required to perform specific job assignments, and the responsibility assigned for providing leadership to others.
Level I: Code: M46A Salary Band: H
This is the basic level of this job family where employees are assigned professional level responsibilities involving the completion and filing of less complex applications and documents related to the various registrations and/or applications. This level will analyze business registrations and ensure that appropriate tax accounts are established for the business entity and/or registered with the Secretary of State. They will also advise registrants/carriers on a variety of laws, policies, and procedures concerning apportioned vehicle registration, intrastate carrier applications, heavy use taxes, safety requirements, Unified Carrier Registration, tax liabilities, due dates, required forms, and other matters, provide services to customers, respond to telephone inquiries, and prepare written answers to inquiries by mail or electronic media, as required. They will also provide assistance to customers in obtaining required publications and forms, as needed.
Knowledge, Skills and Abilities required at this level include knowledge of basic accounting methods and principles; of office practices and procedures; of business arithmetic; of various registrant/carrier registration processes, state laws and agency policies; of forms and methods used to report taxes or apply/renew license or certificate, change of name procedures; and of interview techniques. Ability is required to read, interpret, and apply various laws, rules and regulations concerning various types of programs and registration; to use computer systems; to understand various types of business records and documents; to exercise independent judgment; and to provide prompt courteous service; to establish and maintain effective working relationships with others; and to communicate effectively, both orally and in writing, and with difficult or irate customers.
Education and Experience requirements at this level consist of a bachelor’s degree in accounting, business, public administration or a closely related field; or an equivalent combination of education and experience, substituting one year of experience in accounting, bookkeeping, tax revenue, apportioned vehicle registration, customer service, auditing, or closely related work for each year of the required education.
Level II: Code: M46B Salary Band: I
This is the career level where employees are assigned responsibilities at the full performance level for providing a full range of professional services and technical assistance to registrants/carriers in complying with State and Federal laws, rules, and regulations, and resolving more complex questions and problems. In this role, they will interpret all types of inquiries and requests for assistance and conduct required research of various laws and policies or coordinate with other divisions or units as needed to provide the required services or assistance. They will also identify and explore issues to provide correct and authoritative advice in resolving various problems.
Knowledge, Skills and Abilities required at this level include those identified at level I plus knowledge of general and local business practices related to state and federal regulations; of various accounting methods used in recording fleet operations, such as dispatching and carrier operated vehicles and contractor operated vehicles; of various computer systems and how they impact fee calculation and/or compliance, rules and regulations governing interstate and intrastate motor carriers; and of various input and adjustment procedures used in the computer processing system.
Education and Experience requirements at this level consist of those identified in Level I plus one additional year of qualifying experience.
Level III: Code: M46C Salary Band: J
This is the specialist level where employees are assigned responsibilities involving a full range of activities and all functional areas of the department. They will provide oversight for various detailed activities, provide training and assistance to other employees as needed, conduct research on highly complex problems or situations, and coordinate with other divisions and agencies as required. They also make recommendations on changes in work procedures. Employees at this level may act as either team leader or lead worker and as a customer advocate when required.
Knowledge, Skills and Abilities required at this level include those identified in Level II plus knowledge of training principles and techniques.
Education and Experience requirements at this level consist of those identified in Level II plus one additional year of qualifying experience.
Level IV: Code: M46D Salary Band: K
This is the leadership level where employees are assigned responsibilities involving the direct supervision of others in providing carrier licensing and/or vehicle registration services. This will include assigning and reviewing work, evaluating performance, employee development, disciplinary actions, approving leave and other administrative responsibilities such as preparing administrative and statistical reports and participating in the development of policies and procedures.
Knowledge, Skills and Abilities required at this level include those identified in Level III plus knowledge of supervisory principles and practices. Ability is required to organize and direct the work of others and to construct various types of reports.
Education and Experience requirements at this level consist of those identified in Level III plus one additional year of qualifying experience.