DMV - Customer Contact Center Supervisor

nc; North Carolina; On-site; USD 43,000 - 76,000; Full time

Job summary

NC Department of Transportation is seeking a Program Coordinator II (S) to supervise the DMV call center team in Nash County. You will promote, monitor, and document workflow while handling complex customer inquiries and irate situations in a fast-paced environment.

Qualifications include a bachelor’s degree (or equivalent) and experience; knowledge of NC statutes and MS Office is preferred. The role emphasizes leadership, policy explanation, and collaboration with management to ensure service

Qualifications

• Bachelor’s degree from an accredited institution and one year of related experience, or an equivalent combination of education and experience.

Responsibilities

• Supervising call center employees.
• Assisting management with monitoring, promoting, and documenting workflow processes.
• Assisting in resolving complex work and/or handling irate customers.
• In the absence of management, managing the unit including approving time and composing unit correspondence.

Skills

Supervising employees

Customer service

Verbal and written communication

Policy explanation

Education

Bachelor’s degree or higher

Tools

MS Office

Job description

Agency

Dept of Transportation

Division

Division of Motor Vehicles

Job Classification Title

Program Coordinator II (S)

Position Number

60029957

Grade

NC10

About Us

It’s the mission of the NC Department of Transportation to connect people, products and places safely and efficiently with customer focus, accountability, and environmental sensitivity to enhance the economy and vitality of North Carolina. We encourage you to consider joining NCDOT where our work not only serves the citizens of North Carolina but has an impact on our world through all modes of transportation.

Description of Work

The DMV Customer Contact Center located in Nash County provides information pertaining to vehicle titling and licensing, driver license services, liability insurance, and safety/emissions inspections to the general public. Work is performed in a fast-paced, performance-based call center environment responding to inquiries via phone and e-mail.

Responsibilities

• supervising call center employees
• assisting management with promoting, monitoring, and documenting workflow processes
• assisting in resolving complex work and/or handling irate customers
• In the absence of management, this position will manage the unit with duties such as approving time, composing unit correspondence, and handling personnel situations within the unit.

Preferred Skills and Experience

• Experience supervising or managing employees in a fast-paced work environment
• Working knowledge of NC General Statutes Chapter 20 and Chapter 44
• Management training and knowledge of organizational levels
• Basic knowledge of computer systems, LITES, STARS, RDLIS, COURT, and SADLS
• Customer service experience
• Excellent verbal and written skills related to problem resolution

Program Area

Working knowledge of vehicle titling and licensing, driver license services, liability insurance, and safety/emissions inspections policies and procedures, experience working in a call center, and/or working knowledge of LITES, STARS, RDLIS, COURT, or SADLS computer systems.

Knowledge, Skills, and Abilities / Management Preferences

Salary Grade and Salary Range: NC10 $43,267 - $75,718

Management prefers applicants with the following:

• Considerable knowledge of motor vehicle laws, policies and procedures
• Experience in research and resolving problems to make independent decisions
• Experience interpreting and explaining policy and procedures, rules, regulations, and/or laws to a diverse clientele
• Experience in establishing and maintaining professional working relationships with peers, internal and external customers
• Experience in maintaining records, reports and data using MS office products

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor’s degree from appropriately accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice‑involved. We invite all potential applicants to apply for positions for which they may be qualified.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.