Customer Service Manager

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 What You'll Do as a Customer Service Manager: 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.

Helpful Tips for Applying: * Be detailed when describing your current/previous work duties.

The more the better!

Don't just write "see attached resume". * Tailor your application for each position you apply for.

You should clearly describe how you meet the minimum qualifications outlined in this job posting.

* Respond to all questions asked.

If you do not have the education/training/experience that is being asked, select either "No" or "N/A". 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