Customer Service Manager
About The Position
Licensing and Permitting Supervisor 2 – Customer Service Manager Oregon Department of Transportation Driver and Motor Vehicles Services (DMV) Field Services Group / Northwest Region McMinnville The role: Bring your leadership skills to the DMV as customer service manager! This position is based out of McMinnville and manages the McMinnville, Lincoln City and Dallas offices. In this critical role, you will oversee office operations and supervise employees. Responsibilities include ensuring customer service standards are met during every interaction, meeting facilitation, budget preparation, participating in the recruitment process, conducting performance evaluations and resolving customer complaints. If you have a passion for helping others and providing exceptional customer service, apply today! We provide a safe and reliable multimodal transportation system that connects people and helps Oregon's communities and economy thrive. We encourage people from all backgrounds and abilities to apply for our positions. Before applying, visit our applicant information website to learn more about our process. If you are a current State of Oregon employee, you must apply through your employee Workday profile . A day in the life: Oversee operations of assigned office(s). Ensure transactions reflect correct interpretation and application of laws, rules and program policies and procedures. Provide direct customer service and maintain proficiency with processing driver and vehicle transactions. Research and resolve technical issues. Maintain accurate records related to the management and operation of field offices. Analyze business processes and systems for efficiency, accuracy and adherence to applicable policies, procedures, rules and laws. Investigate and resolve customer complaints and concerns. Manage process for filing vacancies. Evaluate and improve employee effectiveness by providing feedback during one-on-one meetings. Conduct employee performance evaluations and engage in performance discussions or improvement plans when necessary. Monitor operating budget and contract compliance. Approve and reconcile expenses. Perform VIN inspections and drive tests in inclement weather. Work is primarily conducted in an office setting and can include irregular hours based on business needs. Travel within region is required and may include traveling overnight and during inclement weather. To request a copy of the position description, which includes all duties and working conditions, please email [email protected] . What’s in it for you: Work/life balance, 11 paid holidays a year, flexible work schedules, paid leave and so much more. Learn more about working at the Oregon Department of Transportation and the benefits we offer. Comprehensive and equitable base salary offer within the listed range. Through an equal pay assessment, we will determine the salary offer using the information you provide in your submitted application materials. Please ensure your application materials are detailed, accurate and reflect your skills, experience (paid and unpaid) and education as they relate to the position when applying. The salary range listed is the non- PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%. Public Service Loan Forgiveness opportunity! Want to know about new job postings? Subscribe to receive weekly email notifications!
Requirements
- Five years of lead work, supervision or progressively related experience.
- OR One year of related experience and a bachelor's degree in a related field.
- Driving is an essential function of this position. You must have a valid US driver license and an acceptable driving record. We will conduct pre-employment driving records checks on our final candidate(s). Your license does not have to be issued in Oregon to be considered.
Nice To Haves
- Experience interpreting and explaining state laws, rules, policies and procedures to others.
- Employee performance management, development and coaching.
- Strong interpersonal skills and experience partnering with internal and external partners.
- Strong skills in coordinating resources and staff, adapting quickly to changing priorities.
- Ability to resolve conflict and de-escalate complex situations.
Responsibilities
- Oversee operations of assigned office(s).
- Ensure transactions reflect correct interpretation and application of laws, rules and program policies and procedures.
- Provide direct customer service and maintain proficiency with processing driver and vehicle transactions.
- Research and resolve technical issues.
- Maintain accurate records related to the management and operation of field offices.
- Analyze business processes and systems for efficiency, accuracy and adherence to applicable policies, procedures, rules and laws.
- Investigate and resolve customer complaints and concerns.
- Manage process for filing vacancies.
- Evaluate and improve employee effectiveness by providing feedback during one-on-one meetings.
- Conduct employee performance evaluations and engage in performance discussions or improvement plans when necessary.
- Monitor operating budget and contract compliance.
- Approve and reconcile expenses.
- Perform VIN inspections and drive tests in inclement weather.
Benefits
- Work/life balance
- 11 paid holidays a year
- flexible work schedules
- paid leave
- Public Service Loan Forgiveness opportunity!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
