Client Services Assistant Manager

Job Description

Starting Salary $ 71,500

Reports To: Client Services Manager

Purpose and Scope: The Client Services Assistant Manager, in partnership with the Client Services Manager, provides direction and support to staff to ensure efficient operations, achievement of Balanced Scorecard results and courteous service to clients.

Essential Functions:

Selects, directs, and evaluates service center staff;

Resolves complex issues related to driver’s licensing, vehicle and vessel registration/titling, and property, business and tangible tax payments;

Ensures understanding of client service standards; creates and maintains an atmosphere conducive to service expectations. Intervenes in escalated client situations;

Meets with service center staff to identify opportunities for improvement and related remedial measures. Provides coaching and documentation as appropriate;

Drives daily service center performance to ensure a pro-active approach to accuracy, service and efficiency;

Ensures compliance with applicable procedures, statutes, laws and codes;

Assists with achievement of Balanced Scorecard results.

Ensures proper operating supply levels.

Ensures correction and/or appropriate voiding of transactions, as necessary.

Assists with safety and security provisions for service center staff and assets, including cash and inventory.

Participates in annual planning, and monitors status of plans to ensure completion.

Ensures timely and accurate reporting of staff timekeeping data.

Meets daily with Center management team and staff to communicate organizational information.

Communicates regularly with manager.

Demonstrates support for organizational initiatives.

Qualifications and Experience:

Bachelor’s degree with course work emphasis in Business Administration, Management, Public Administration or closely related field; supplemented by two (2) years progressively responsible lead worker experience that provides broad knowledge of management functions, with demonstrated communication skills; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain valid state of Florida driver’s license.

In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license; not learner's license and be at least 21 years of age. Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment.

Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Driver Licenses Examiners must meet the background standards outlined in Florida Statute 435.04, and Federal Regulations 384.228 and 1572.103. This includes, but is not limited to, not having any criminal convictions for alcohol or drug-related offenses within 10 years prior to employment and maintaining this throughout employment.

Critical Competencies for Success:

Leadership

Is mission/vision focused.

Maintains focus on results and goals.

Manages change.

Builds consensus.

Relationship Management

Values and models teamwork.

Committed to the highest standards of customer service and business ethics.

Fosters trusting relationships with internal and external clients.

Creates and maintains an environment conducive to service expectations and employee engagement.

Effective Communication

Demonstrates strong written and verbal communication skills.

Practices active listening.

Provides actionable, diplomatic feedback to team members.

Willingly shares knowledge to ensure growth and development of team members.

Facilitates team meetings.

Business Acumen

Manages business operations for assigned service center;

Monitors key business indicators and makes adjustments, as necessary;

Achieves Balanced Scorecard results;

Gathers data to make reasoned, responsible decisions using critical thinking.

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Full-time