DMV - Customer Contact Center Supervisor

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

Job summary

The NC Department of Transportation's Division of Motor Vehicles in Nash County seeks a Program Coordinator II (S) to supervise the Customer Contact Center team in a fast-paced environment. You will respond to inquiries via phone and email, manage workflow, and assist in policy with supervision responsibilities.

Requirements include a Bachelor’s degree and at least one year of related experience; supervisory experience; and strong problem-solving, verbal, and written communication skills.

Qualifications

• 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.
• 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.
• Customer service experience.
• Excellent verbal and written skills related to problem resolution.

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, managing the unit with duties such as approving time, composing unit correspondence, and handling personnel situations within the unit.

Skills

Supervising

Customer service

Verbal communication

Written communication

Problem resolution

MS Office

Education

Bachelor’s degree

Tools

LITES

STARS

RDLIS

COURT

SADLS

Job description

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.

Agency

Dept of Transportation

Division

Division of Motor Vehicles

Job Classification Title

Program Coordinator II (S)

Position Number

60029957

Grade

NC10

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.

The Customer Contact Center Supervisor Will Be Responsible For

• 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.

Applicants With The Following Are Encouraged To Apply

• 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

The program area for this position includes one or more of the following: 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.

Governance and Equal Opportunity

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.

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.