Supervisor, Customer Service Representative

State of Nevada•Carson City, NV

2d•Onsite

About The Position

This is a Supervisor, Customer Service Representative (CSR) position for the Dept of Motor Vehicles, Customer Service Division, Records section located in Carson City. As a Supervisor you will supervise 1 Senior CSR, 12 CSR 2s and 1 Administrative Aide when fully staffed. The supervisor will maintain the office operations and security for these sections. As a supervisor you must be able to interpret Nevada Revised Statues (NRS), Nevada Administrative Codes (NAC) and Department Policies & Procedures, and maintain a professional, courteous and friendly manner for the team. The supervisor must accurately and fairly evaluate situations that arise while being encouraging to the team. Evaluations need to be done in a timely manner. Review, update and complete all reports assigned within the predetermined time frame. Assist with the staffing needs of the sections. Maintain the office supplies/materials and equipment in the office. Under the authority of NRS 239B.010.1(b), the DMV utilizes NRS 205.4605 - 205.810, NRS 293.504, NRS 293.5045, 6 CFR 37.45, 49 CFR 1572.103, and 49 CFR 384.228 as criteria to obtain a FBI fingerprint clearance check on current and prospective employees. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Customer Service Representatives perform customer support duties including receiving and responding to inquiries from the public, other State and outside agencies.

Requirements

Three or more years of applicable experience as described in the job duties
A minimum of one year supervisor experience preferred
Graduation from high school or equivalent education
Must be able to interpret Nevada Revised Statues (NRS), Nevada Administrative Codes (NAC) and Department Policies & Procedures
Must accurately and fairly evaluate situations
Must be able to maintain a professional, courteous and friendly manner for the team
Must be able to conduct evaluations in a timely manner
Must be able to review, update and complete all reports assigned within the predetermined time frame
Must be able to assist with the staffing needs of the sections
Must be able to maintain the office supplies/materials and equipment in the office
Applicants must be authorized to work for ANY employer in the U.S.
Knowledge of principles and practices of supervision and training.
Ability to lead and motivate a diverse staff, set clear goals, delegate tasks effectively, and foster a positive and inclusive work environment.
Ability to resolve conflicts and mediate, negotiate, and exchange ideas, information, and opinions with employees, customers, or agencies; diffuse hostile situations respectfully and tactfully.

Nice To Haves

One year supervisor experience

Responsibilities

Serve as first line of contact to customers via telephone, online, or in person.
Maintain data, records, and accounts.
Enter, update, verify, and correct information.
Review forms, ensure completion of documents.
Collect fees related to transactions.
Determine customers’ requests, assess document validity, and provide information about programs and services.
Explain and ensure compliance with federal and State laws, regulations, and policies and procedures.
Process determination notices.
Conduct interviews to elicit and record information.
Gather, research, make determinations, resolve issues, and communicate information.
Review and approve applications and licensing requirements.
Maintain confidential information.
Reconcile transactions.
Administer tests and process transactions.
Review overpayment concerns and initiate recovery process.
Prepare and submit reports summarizing findings and supporting evidence.
Prepare and provide testimony.
Receive, review, and evaluate eligibility and appeal information.
Conduct workshops, training sessions, and orientations.
Monitor calls to evaluate customer service and compile information.
Identify concerns, evaluate program processes, and recommend changes.
Monitor program activities and act as a liaison between the public, outside entities, and State agencies.
Conduct skills test.
Act as a team leader by assigning and reviewing work, training, and providing input to performance evaluations and discipline.
Manage and oversee staff and programs.
Coordinate day-to-day program operations.
Recommend and implement corrective action plans to establish quality assurance, timeliness, and customer service goals.
Provide technical assistance to resolve issues.
Participate in the development of the work unit’s budget.
Train, supervise, schedule, evaluate the performance of employees and other supervisory duties as appropriate for managing people.
Perform related duties as assigned.