Customer Service Manager

Schedule: Full-time

Ohio Department of Public Safety - Bureau of Motor Vehicles/Telecommunications

Work Hours: 8:00 a.m. - 5:15 p.m. (schedule may vary)

Report in location: 1970 West Broad Street, Columbus, OH 43223

Plan, coordinate, promote & direct assistance & informational services to respond to complaints, inquiries &/or requests for information for variety of clients & supervise assigned staff:

Greet & respond to in-person, telephone, online, &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal &/or external customer service;

Listen carefully to internal &/or external customer's questions &/or concerns & ask appropriate follow-up questions to verify understanding;

Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided;

Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered;

Under direction of the Chief & Assistant Chief of the Bureau of Motor Vehicles (BMV) Telecommunication section, plan, coordinate, promote &/or direct assistance to respond to inquiries, complaints, & information requests from the general public regarding vehicle registration, driver license issuance, driver license suspension, & reinstatement questions;

Research, investigate & process consumers inquiries & provide information;

Act as liaison between Section Chiefs, subordinate employees & the general public;

In conjunction with Section Chiefs & Administrators, develop procedures to facilitate contact center service to clients;

Establish priorities & supervise subordinate personnel (e.g., provide developmental opportunities & work direction, coach staff to foster development, monitor staff activities to ensure quality customer service & information technology security, evaluate performance, approve section staffing levels, recommend discipline, pre-screen applications & participate in interviews);

Operate personal computer to retrieve information from applicable systems on most inquiries to provide appropriate information to customers;

Prepare reports & provide information upon request regarding the Telecommunication section operations;

Provide information to Chief & Administrator as needed;

Prepare information for distribution to clients;

Determine impact of legislation on section;

Develop new procedures & programs for the unit;

Assist in responding to inquiries from customers via the telephone, chat, & applicable online applications;

Answer correspondence concerning the contact center operations of the Division;

Investigate complaints, unresolved by CSA staff, received from individuals, attorneys, insurance companies, courts, & other government agencies regarding laws & procedures for vehicle registration, driver license issuance & reinstatement requirement & attempt a resolution;

Accept & respond to escalated communications;

Recommend disposition of complaints;

Perform other related duties as required; Complete special projects as assigned.

12 mos. trg. or 12 mos. exp. in departmental operations & programs, policies & procedures for assigned agency; 12 mos. trg. or 12 mos. exp. in federal & state laws regarding operation of assigned agency; 1 course or 3 mos. exp. in public relations; 1 course or 3 mos. exp. in applications of mathematical, analytical &/or statistical methods used in formulating & solving problems or in decision making; 1 course or 3 mos. exp. in public speaking, speech or communication; 6 mos. trg. or 6 mos. exp. in supervisory principles/techniques.

-Or equivalent of Minimum Class Qualifications for Employment noted above.

Job Skills: Customer Service