Customer Service Manager

Customer Service Manager

Ohio Department of Public Safety - Bureau of Motor Vehicles / Telecommunications

Work Hours : 8 : 00 a.m. - 5 : 15 p.m. (schedule may vary)

Report in location : 1970 West Broad Street, Columbus, OH 43223

What You'll Do as a Customer Service Manager :

• Plan, coordinate, promote & direct assistance & informational services to respond to complaints, inquiries & / or requests for information for variety of clients & supervise assigned staff :
• Greet & respond to in-person, telephone, online, & / or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal & / or external customer service;
• Listen carefully to internal & / or external customer's questions & / or concerns & ask appropriate follow-up questions to verify understanding;
• Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided;
• Follow-up to ensure all of the customer's questions & / or concerns have been thoroughly answered;
• Under direction of the Chief & Assistant Chief of the Bureau of Motor Vehicles (BMV) Telecommunication section, plan, coordinate, promote & / or direct assistance to respond to inquiries, complaints, & information requests from the general public regarding vehicle registration, driver license issuance, driver license suspension, & reinstatement questions;
• Research, investigate & process consumers inquiries & provide information;
• Act as liaison between Section Chiefs, subordinate employees & the general public;
• In conjunction with Section Chiefs & Administrators, develop procedures to facilitate contact center service to clients;
• Establish priorities & supervise subordinate personnel (e.g., provide developmental opportunities & work direction, coach staff to foster development, monitor staff activities to ensure quality customer service & information technology security, evaluate performance, approve section staffing levels, recommend discipline, pre-screen applications & participate in interviews);
• Operate personal computer to retrieve information from applicable systems on most inquiries to provide appropriate information to customers;
• Prepare reports & provide information upon request regarding the Telecommunication section operations;
• Provide information to Chief & Administrator as needed;
• Prepare information for distribution to clients;
• Determine impact of legislation on section;
• Develop new procedures & programs for the unit;
• Assist in responding to inquiries from customers via the telephone, chat, & applicable online applications;
• Answer correspondence concerning the contact center operations of the Division;
• Investigate complaints, unresolved by CSA staff, received from individuals, attorneys, insurance companies, courts, & other government agencies regarding laws & procedures for vehicle registration, driver license issuance & reinstatement requirement & attempt a resolution;
• Accept & respond to escalated communications;
• Recommend disposition of complaints;
• Perform other related duties as required; Complete special projects as assigned.

Helpful Tips for Applying :

Why Work for the State of Ohio

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees

Qualifications

12 mos. trg. or 12 mos. exp. in departmental operations & programs, policies & procedures for assigned agency; 12 mos. trg. or 12 mos. exp. in federal & state laws regarding operation of assigned agency; 1 course or 3 mos. exp. in public relations; 1 course or 3 mos. exp. in applications of mathematical, analytical & / or statistical methods used in formulating & solving problems or in decision making; 1 course or 3 mos. exp. in public speaking, speech or communication; 6 mos. trg. or 6 mos. exp. in supervisory principles / techniques. -Or equivalent of Minimum Class Qualifications for Employment noted above. Job Skills : Customer Service

Supplemental Information

ADA Statement

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Drug-Free Workplace

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana / non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.