DMV - Customer Contact Center Supervisor

Department of Transportation; Rocky Mount (NC); On-site; USD 43,000 - 76,000; Full time

Job summary

North Carolina Department of Transportation is seeking a Customer Contact Center Supervisor for the DMV in Nash County. The role emphasizes leadership of call center staff, ensuring smooth operations, and handling escalated customer inquiries related to vehicle titling, licensing and driver services.

The position requires a Bachelor's degree or equivalent experience, plus knowledge of state statutes and relevant computer systems.

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.
• Equivalency Guide allows substitution of education or experience for some positions.
• 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.

Responsibilities

• 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.

Skills

Supervising call center employees

Customer service experience

Verbal and written problem-resolution

MS Office (Word, Excel)

Knowledge of NC statutes (Chapter 20/:

Education

Bachelor's degree

1 year related experience

Equivalent combination allowed

Tools

LITES

STARS

RDLIS

COURT

SADLS

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.

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

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

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.

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.

North Carolina State Government is one of the state's largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services.

Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website.

Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast.

State Application Resources/Frequently Asked Questions Valuing Education and Experience

The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide.