State of Oklahoma - Tulsa, OK

posted 14 days ago

Full-time - Entry Level
Remote - Tulsa, OK
Administration of Human Resource Programs

About the position

Service Oklahoma is excited to recruit for our newest Tulsa location! We are looking for professionals with best-in-class customer service to create a welcoming environment for our customers on day one. Training will be provided at various Service Oklahoma locations until the big opening day arrives. Apply today and start your career with Service Oklahoma! The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state. This position has an annual rate of $54,000.

Responsibilities

  • Creates a service culture that prioritizes the customer experience; modeling, training, and coaching on the expectations to deliver Service Oklahoma service standard (player/coach).
  • Leads and motivates a team of passionate and knowledgeable Service Center Agents who strive to exceed customer service expectations by focusing on decreasing wait times while delivering welcoming and friendly interactions.
  • Takes ownership of customer conflict issue resolution and follows through to completion.
  • Learns and adapts to current technology needs and acts as the 'change champion' as we continue to roll out new streamlined ways to deliver on our customers' needs.
  • Communicates and explains new directives, policies, or procedures to Service Center Agents for major changes; meets with frontline store operations staff to explain changes, answer questions, and maintain morale.
  • Identifies opportunities and areas for improvement in processes and workflows.
  • Utilizes customer survey reporting tools to drive change in key areas with the greatest impact on customer experience; uses this feedback to coach/recognize the team and individuals.
  • Acts as an advocate of physical and digital offerings to ensure your team can inform, educate, and promote the full suite of products and offerings available to enhance the customer experience and interactions with Service Oklahoma.
  • Leads and follows up on training completion, checking for understanding and further training opportunities.
  • Supports customer service operations throughout the day including working as back-up for concierge, cashiers, pulling inventory etc. to ensure great service even during peak volume times.
  • Ensures appropriate staffing levels; monitors productivity targets for the store and staff; trains and motivates staff to meet and exceed goals; conducts performance evaluations and provides feedback to improve staff performance.
  • Ensures store resources are in working order. Quickly resolves technology or resource allocation issues by coordinating with the appropriate departments.
  • Ensures store is clean, organized, and well-maintained, adhering to standards set by executive leadership; collaborates with facilities department to ensure facility or maintenance issues are rapidly addressed.
  • Ensures the store complies with all policies and procedures.
  • Maintains highest personal levels of ethical conduct, confidentiality, and integrity; leads the team to work in the same way and holds them accountable to this commitment.
  • Projects a positive image of the organization to employees, customers, and community.
  • Performs other duties as required by business needs.

Requirements

  • Knowledge & understanding of key service level standards and hold team accountable for meeting these standards.
  • Superior verbal and written communication and interpersonal skills.
  • Superior managerial and diplomacy skills.
  • Excellent organizational skills and attention to detail.
  • Excellent analytical, decision-making, and problem-solving skills.
  • Ability to be flexible and demonstrate strong judgment/decision-making skills.
  • Ability to intelligently build a course of action.
  • Effective communication with ability to build consensus; demonstrate effective verbal and written communication skills.
  • Ability to analyze and resolve interpersonal issues.

Nice-to-haves

  • An Bachelor's Degree in any field.
  • Four (4) years of experience in progressive retail management, customer service management, call center management, or a closely related field.
  • Equivalent combination of education and experience.
  • Experience in progressive retail management, customer service management, or a call center management.

Benefits

  • Generous benefits package including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans.
  • Defined Contribution retirement plan with up to 7% match.
  • 11 paid holidays.
  • 15 days of paid annual leave, which increases with every 5 years of service.
  • 15 days of paid sick leave.
  • Longevity payments based on years of service with the State of Oklahoma.
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