Customer Service Manager

Initial Posting Date:

06/10/2024

Application Deadline:

06/24/2024

Agency:

Department of Transportation

Salary Range:

$5,409 - $8,372

Position Type:

Employee

Position Title:

Customer Service Manager

Job Description:

Licensing and Permitting Supervisor 2 - Customer Service Manager

Oregon Department of Transportation

Driver and Motor Vehicle Services (DMV)

Field Services Group / South Region

Grants Pass

The role:

Bring your leadership skills to the Grants Pass DMV as a customer service manager. In this critical role, you will oversee operations and supervise employees in a cluster of field offices. 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 encourage people from all backgrounds to apply for our positions. We hope you'll join us on our path to increasing diversity, equity, inclusion and belonging through our values, commitments, strategies and actions.

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 offices: Grants Pass and Brookings.

• 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.

• Evaluate 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.

• 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 between assigned offices is required and may include traveling during inclement weather.

• To request a copy of the position description, which includes all duties and working conditions, please email ODOTRecruitment@odot.oregon.gov.

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.

• Competitive benefits packages which can be estimated using our compensation calculator.

• Comprehensive and equitable base salary offer within the listed range based on your experience, skills and education. The salary range listed is the non-PERS participating rate. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%. Please review the Classification and Compensation page for more details.

• Public Service Loan Forgiveness opportunity!

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Minimum qualifications:

Four years of lead work, supervision or progressively related experience.

OR

One year of related experience and a bachelor's degree in a related field.

Special qualifications:

Driving is an essential function of this position. You must have a valid 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.

What we'd like to see:

If you have these attributes, let us know in your application materials! It's how we will choose whom to move forward! You do not need to have all these qualities to be eligible for this position. We may also use transferable skills, experience, education and alignment with ODOT values to help us decide who will move forward.

• Experience interpreting and explaining state laws, rules, policies and procedures to others.

• Employee development and coaching experience.

• Strong communication skills, both verbal and written.

• Effective communication of complex information to diverse audiences.

• Demonstrated ability to quickly resolve conflict and de-escalate difficult situations.

How to apply:

• Complete the following required steps:

• Fill out the application or attach a resume. Please contact the recruiter under the 'Need help?' section if you have any questions about how to fill out the experience fields or to attach a document. Your submitted experience fields or attached resume must include dates (MM/YYYY) for each employer.

• Attach a cover letter. Your cover letter should clearly demonstrate how your experience and training relates to the qualities that you have under the "what we'd like to see" section above.

• Your cover letter must be limited to no more than two (2) pages.

• Please address your cover letter to Jonah Kopp, South Region Manager.

• Generic cover letters that do not address the qualities that you have under the "what we'd like to see" section may receive lower scores than those that addressed the desired qualities.

• You must upload your cover letter in the 'Resume/Cover Letter' section of the application.

• Complete questionnaire. Answer the checkbox-style questions before submitting your application.

• After you submit your application, please respond to the public records request authorization and gender identity questionnaire. This screen will come after you submit and will complete the process. If you are a current State of Oregon employee, the tasks will come to your Workday inbox.

• If you are a veteran, you may receive preference. The task to upload your documents will be available after you submit your application. For privacy reasons, please do not attach your military service document(s) to your application or combine it with any other required document attachments.

Need help?

• For questions, call 503-931-1206 or email ODOTRecruitmentTP@odot.oregon.gov.

Additional information:

• We do not offer visa sponsorship. If you are hired, you will be required to fill out the US Department of Homeland Security's I-9 form confirming you are able to work in the US. We are not an E-Verify participating employer, and we are unable to proceed if E-Verify participation is required [e.g., STEM Optional Practical Training (OPT) Extension]. We are also unable to proceed with Curricular Practical Training (CPT) program requests.

• We may use this recruitment to fill multiple or future vacancies.

• We will conduct name-based and fingerprint-based criminal background checks on final candidates under consideration for this position. All applicants may be subject to additional pre-employment check(s) such as driver license, LEDS (Law Enforcement Data System), and/or education verification as required for the position.

• You will become part of the state's management team.

ODOT is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, disability, sexual orientation or any other class protected by state or federal laws in admission or access to our programs, services, activities, hiring, and employment practices. Applicants with a disability may request a reasonable accommodation during the application process. For questions, concerns, or complaints regarding EEO/AA/ADA, contact 1-877-336-6368 (1-877-EEO-ODOT). This information can be made available in an alternative format by contacting ODOT Recruitment at 503-986-3700. Oregon Relay Service can be reached by calling 7-1-1.

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Manager, Customer Service, DMV