About Us:

Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.

What You'll Do as a Customer Service Manager:

Ohio Department of Public Safety - Bureau of Motor Vehicles/Telecommunications Unit

Report in location: 1970 West Broad Street, Columbus, OH 43223

This position is currently remote (1 day per week in office) but can be subject to change to regular, in-office work.

Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal/external customer service; listen carefully to internal/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 request from the general public regarding 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 telephone service to clients; Prepare & provide training to staff; Supervise Customer Service Assistants staff; Maintain proper employee placement; Assign work & monitor production; Conduct employee evaluations & recommend disciplinary action.

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; answer correspondence concerning the telephone operations of the Division.

Investigate complaints, unresolved by CSA staff, received from individuals, attorneys, insurance companies, courts, & other government agencies regarding laws & procedures for driver license issuance & reinstatement requirement & attempt a resolution; Accept & respond to escalated calls; Recommend disposition of complaints; Perform other related duties as required (e.g.; oversee driver examination (DX) scheduling & live chat with BMV customers; completed special projects as assigned).

What's in it for you:

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:

Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period . Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Qualifications
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

Technical Skills: Management

Professional Skills: Customer Focus