Customer Agent Supervisor (Part-Time)

Maryland Department of Transportation; Oakland (MD); On-site; USD 25,000 - 39,000; Part time

Job summary

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic Part-Time Customer Agent Supervisor to provide leadership at the Oakland Branch. The role focuses on guiding Customer Agents and Driver License Agents, mentoring staff, and ensuring accurate cash handling and documentation.

Ideal candidates bring strong leadership, customer service experience, and the ability to interpret state laws.

Qualifications

• Education: Graduation from a standard high school or possession of a high school equivalency certificate.
• Experience: Five (5) years of customer service work experience.
• Selective Qualifications: Three (3) years of leadership or supervisory experience.

Responsibilities

• Supervising Customer Agents and Driver License Agents assigned to the Branch Offices.
• Supervising closeouts, deposits, and daily paperwork; ensure proper checkout procedures and training for close-out procedures.
• Preparing terminals for operation and maintaining cash security and inventoried items.
• Conducting employee meetings, training, and instruction for staff.
• Examinations of documents to detect or determine fraud (passports, visas, birth certificates).
• Reviewing and approving issuance of licenses, IDs, titles, and registrations in suspicious cases.
• Compiling monthly fraud reports and providing expert testimony when needed.
• Conducting audits and training related to employer testing programs.
• Mentoring and training co-workers; may perform driver license exams if needed.

Skills

Leadership

Analytical skills

Customer service

Communication skills

Organization

Education

High school diploma or equivalent

Job description

Part-Time Customer Agent Supervisor (Grade 15)

Current part-time vacancies are available only at the MVA Oakland Branch (Garrett County). Please only apply if you are willing to work in Garrett County.

Career Service

Open Recruitment

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic, progressive candidate focused on delivering premier customer service and innovative ideas and solutions for the Part-Time Customer Agent Supervisor position.

The Part-Time Customer Agent Supervisor is responsible for lower-level Customer Agents and Driver License Agents assigned to the Branch Offices. This position will involve assigning and reviewing work, providing training and counseling, and approving leave, while serving as an acting supervisor. The role will entail performing the same duties as a customer agent and occasionally serving as a driver's license agent.

Responsibilities include:

• Supervising Customer Agents and Driver License Agents assigned to the Branch Offices
• Supervising closeouts, preparing deposits, sending daily paperwork to accounting, ensuring check-out procedures are followed properly, developing training for close-out procedures, and ensuring that all employees are properly trained to perform all areas of the operation
• Preparing all terminals for operation and maintaining the security of cash and inventoried items
• Conducting employee unit meetings, training & instructing staff
• Examining documents, including but not limited to both foreign and domestic, to detect or determine fraud (ex, Passports, US and out-of-country, Visas, Birth Certificates)
• Performing technical document examination for the purpose of reviewing, investigating, and approving the issuance of driver's licenses, identification cards, vehicle titles, and registration documents in suspicious or non-routine situations
• Compiling monthly fraud reports
• Provide expert testimony at formal administrative hearings and Maryland courts related to license or vehicle fraud issues where expertise is needed
• Conducting audits, training, and verification of employer testing programs
• Mentor and train co-workers, including new employees
• May perform driver license exams and testing if needed

Ideal candidates should possess:

• Strong operational and leadership background, preferably in a regulated environment
• Demonstrated leadership skills
• Experience managing multiple divisions
• Strong analytical and problem-solving skills
• Strong team leadership, employee development, and managerial skills
• Excellent interpersonal and communication skills
• Strong organization and resource allocation skills
• Strong customer service background
• The ability to analyze, interpret, administer, and implement state and federal laws

Employees in this classification may be required to work six (6) service days, including Saturdays, and may include evenings. Additionally, employees will be assigned to work at the MVA Cumberland branch. Employees may also be required to work scheduled and unscheduled overtime as necessary. Employees in this classification are considered essential and may be called back during scheduled off-hours in emergency situations.

Minimum Qualifications:

Education: Graduation from a standard high school or possession of a high school equivalency certificate.

Experience: Five (5) years of customer service work experience.

Selective Qualifications: Three (3) years of leadership or supervisory experience.

A Selective qualification recruitment is conducted for positions when there is a specific or additional bona fide occupational qualification (i.e., Knowledge, skill, or ability).

Customer service must be the primary function of your position in order to receive work experience credit.

Customer Service - Interacting with customers to provide information in response to inquiries about products and services in conjunction with the handling and resolving of complaints.

Notes:

1. Applicants may substitute customer service work experience for the required education at a rate of one year of experience for one (1) year of education.

2. Applicants may substitute education from an accredited college or university at the rate of thirty (30) semester credits for one year of experience on a year-for-year basis for the required experience.

Licenses & Certifications

1. Employees supervising Drivers License Agents are required to possess a commercial Class A and M motor vehicle operator's license fully endorsed and valid in the State of Maryland.
2. In accordance with Transportation Article, Section 16-105 (b), of the Annotated Code of Maryland, candidates for employment must be twenty-one (21) years of age or older and must be licensed to operate a motor vehicle for at least three years in the State of Maryland or another state.
3. Employees conducting driver's license tests must have successfully completed agency training certification programs prior to administering driver examinations and obtain an appropriate class driver's license.
4. Employees conducting driver's license tests must pass a medical examination administered by the Transportation Medical Advisor as a condition of employment and are subject to medical reexamination every two years or sooner if requested by physician order.

Additional Information

1. Eligible applicants may be subject to a background investigation under federal or State laws and regulations. A conviction is not an automatic disqualification for employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, removal from the list of eligibles, withdrawal of an offer for employment, or immediate discharge.

2. Employees conducting driver's license tests are subject to substance abuse testing in accordance with the Transportation Code of Maryland Regulations 11.02.11, Testing for Illegal Use of Drugs.

3. Employees conducting driver's license tests must have successfully completed agency training certification programs prior to administering driver examinations and obtain an appropriate class driver's license.

4. Employees conducting driver's license tests must pass a medical examination administered by the Transportation Medical Advisor as a condition of employment and are subject to medical reexamination every two years or sooner if requested by a physician's order.

The MDOT MVA is not sponsoring new employees for the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States in accordance with the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1 B visa candidates from paying sponsorship fees; all sponsorship fees must be assumed by the potential employer.

The MDOT MVA is an equal opportunity employer. The MDOT MVA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

The incumbent in this position is not a member of a covered bargaining unit.

The State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy, which includes possible drug testing. Reasonable accommodations will be provided upon request.

Special Requirements: The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification for employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, withdrawal of an offer for employment, or immediate discharge.

Relay Service: 1-800-201-7165 TTY: 1-800-492-4575 EEO/AA Employer Issued: 09/11/2026