Contact Center Agent

Location: Albuquerque, NM
Department: Contact Center
Pay Type: Hourly- Full Time
Hourly Rate: $16.00 per hour
Schedule: Monday–Saturday availability required between 8:45 a.m. and 5:30 p.m.

Job Summary

The Bilingual Contact Center Agent serves as a primary point of contact for customers by providing accurate information and assistance related to motor vehicle services. This role handles a high volume of inbound calls and requires excellent customer service, clear communication, and strong attention to detail. The Contact Center Agent must follow established procedures while ensuring compliance with all MVD policies and regulations.

Essential Duties and Responsibilities

• Answer inbound customer calls in a professional and courteous manner

• Provide accurate information regarding motor vehicle services, requirements, and processes

• Assist customers with questions, concerns, and general service inquiries

• Document customer interactions accurately in computer systems

• Maintain compliance with all MVD policies, procedures, rules, and regulations

• Protect confidential and sensitive customer information

• Demonstrate excellent verbal communication and active listening skills

• Meet quality, accuracy, and productivity expectations

• Work effectively in a structured, team-oriented environment

• Perform other duties as assigned

Skills and Requirements

• Valid New Mexico Driver’s License (required)

• Ability to successfully pass a criminal background check

• Ability to successfully pass a motor vehicle record review

• Must be bilingual

• Availability to work Monday–Saturday between 7:45 a.m. and 6:30 p.m.

• Strong customer service and interpersonal skills

• Clear and professional verbal and written communication in English

• Accurate and efficient computer skills using Windows-based applications

• Strong organizational and documentation skills

• Detail-oriented with the ability to multitask

• Ability to work effectively in a structured team environment

• Ability to handle confidential and sensitive information responsibly

Physical Requirements / Essential Functions

• Must possess the necessary dexterity and fine motor skills to operate standard office equipment, including a telephone, computer, keyboard, printer, fax machine, and copier

What We Offer

• Hourly pay starting at $16.00 per hour

• Health benefits including medical, dental, and vision

• 401(k) with company match

• Paid Time Off (PTO)

• Paid holidays

• Supportive, team-oriented work environment

We are an Equal Opportunity Employer and value diversity. All employment decisions are based on business needs, job requirements, and individual qualifications.