License Center Systems Coordinator - Chanhassen Service Center

Carver County•Chanhassen Service Center, MN

6d•Hybrid

About The Position

If you are someone who enjoys variety, values teamwork, and wants to contribute to a community-focused service environment, the License Center Systems Coordinator is the role for you! Under the direction of the License Center Manager, the License Center Systems Coordinator position is responsible for providing training and technical assistance to License Center staff. These responsibilities include training new staff in DNR, motor vehicle and driver’s license laws and processes, work with all staff to meet department goals for volume of transactions and accuracy and create and maintain training documents. This position will update, maintain or create new content for the License Center’s website; assist License Center Management with projects such as implementing new software or facilities maintenance and construction and lead these projects when requested; and run reports in MNDRIVE and No Wait Inside, analyze the data and report to management. This position will travel between both License Center locations when performing the above responsibilities and provide next level of support to staff and disagreeable customers in the absence of the License Center Manager/Supervisor. During times of short staffing will assist by serving customers to maintain department’s transaction volume and assist with daily or monthly financial reconciliations.

Requirements

High School Diploma/GED and five (5) years of experience in a DMV setting or Associates Degree and three (3) years of experience in a DMV setting
Valid driver's license or evidence of equivalent mobility
Motor Vehicle Title Certification as required by DVS (Driver and Vehicle Services) and complete recertification every three (3) years
Registered with DVS as an Advanced User or the ability to obtain within three (3) months of employment
Registered with DNR (Department of Natural Resources) as an Advanced User or the ability to obtain within three (3) months of employment
Must have passed a Bureau of Criminal Apprehension (BCA) background check
Must be able to prove US Citizenship

Responsibilities

Provide training for Licensing Assistants, Specialists, and Seniors by developing individualized training plans, evaluate progress and accuracy, as well as create training materials to lead individual or small group training sessions tailored to specific topics.
Help individual staff, the office and department achieve and maintain their efficiency and accuracy goals.
Identify ways to assist with achieving goals, evaluate current processes and propose creative solutions to achieve goals.
Provide feedback to management on staff progress, staff weakness and strengths for performance evaluations.
Provide high level customer assistance and de-escalation, including intervening with staff member’s customers and emergency situations by quickly determining the best way to approach upset customer or complex customer transactions.
Identify verbal and non-verbal cues and determine threat level to self and others, execute plan to resolve within the office or when to contact law enforcement.
Involves frequent traveling between the Chaska License Center and the Chanhassen Service Center to train new staff, help cover staff shortages and work on projects.
Prioritize tasks and locations to meet deadlines and provide adequate assistance to both offices.
Ability to quickly determine when to adjust to address a time-sensitive task, a difficult customer interaction or an emergency.
Reconcile financial reports including MNDRIVE and Cash Drawer.
Prepare monthly and quarterly No Wait Inside and MNDRIVE reports, analyze the data and determine ways to meet or improve productivity and achieve goals.
Prepare reports for annual DVS inventory and financial audits as well as resolve any outstanding issues.
Provide guidance, assistance and problem solving to Licensing Assistants, Specialists and Seniors and make high level decisions when supervisor or manager are out of the office.
High level decisions may include but not limited to approving staff schedule changes and leave requests, implementing time-sensitive process changes, writing and submitting incident reports, respond to security camera footage requests from law enforcement, allowing access and changes to be made to the facility and represent management to outside vendors or other government entities.
Responsible for updating, maintaining, and creating new content for the License Center website as well as write, edit, or revise messaging for No Wait Inside software.
Involves identifying what information needs to be added, changed, or removed from the website and other public messaging platforms.
Evaluate the readability of the content and insuring updates are timely, accurate and with clear and concise verbiage to communicate information to the public.
Lead and/or assist with the implementation of new technology in both offices which requires working with internal and external IT departments to test updates or resolve issues with our specialized software and equipment.
Prioritize tasks and adjust them as needed to meet project deadlines.
On-site project management for the Chaska License Center and Chanhassen Service Center.
Collaborate with management to determine the project’s scope, budget, and timeline.
Coordinate with internal and external organizations to meet project goals.
Work directly with staff, equipment and/or facilities to implement project and train others on the changes.
Facilities management of projects and general maintenance.
Determine with management and other departments the scope and timeline of facilities projects and implement them in each office.
Decide when something can be resolved with a facilities ticket or when a project request needs to be submitted.
Determine who needs to be contacted and work on-site with outside vendors.
Complete other duties as assigned