Customer Service Manager (Hybrid Eligible)

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/Verification Services/Document Management

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

This position will work 3-days in the office and telework 2-days. Subject to change.

Under the direction of the Administrative Officer, plan, coordinate, promote & direct assistance & informational services to respond to complaints, inquiries &/or requests for information for variety of clients & supervise assigned staff:

• Direct & coordinate all activities of the Bureau of Motor Vehicles,(BMV), Document Management Unit;
• Oversee the process & respond to inquiries received from courts, attorneys, the general public, the Director's Office, the Registrar's Office, & other state agencies;
• Provide answers & information to internal & external BMV customers;
• Enforce the implementation of new & existing policies & procedures of the section & divisions;
• Act as liaison between Section Chief, subordinate employees, & the general public;
• Coordinate office functions with the section Administrative Professional 2, other section supervisors, & Chief to ensure the continuity of work flow;
• Review new legislation, the Ohio Revised Code (ORC) & the Ohio Administrative Code (OAC) for impact on the unit &/or section;
• Establish priorities & supervise subordinate personnel (e.g., provide developmental opportunities & work direction, coach staff to foster development, monitor staff activities to ensure quality customer service & information technology security, evaluate performance, approve section staffing levels, recommend discipline, pre-screen applications & participate in interviews);
• Check employees completed work for accuracy & accountability;
• Gather & compile statistical data regarding staff productivity & accomplishments for the section's weekly, monthly, & quarterly reports;
• Answer written & phone inquiries from courts & law enforcement regarding requirements to correct, change, or update a driving record;
• Assist with the development of office policies to determine guidelines to be used to ensure the safety & accuracy of case files;
• Act as a back-up supervisor to other units of the Verification Services Section &/or other units within Suspensions & Licensing Services;
• Assist with the development of office policies to determine guidelines to be used in acceptance, scanning, imaging & storage of records in the Custom Processing Imaging Client (CPIC);
• Perform other related duties as required (e.g., filing, answering calls, fax documents).

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.

Technical Skills: Management

Professional Skills: Customer Focus

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Major Worker Characteristics

KNOWLEDGE: (K049) Employee Development; (K052) Supervision; ( K054) Public Relations; (K057*) Office Practices & Procedures BMV; (K058*) Agency Policies & Procedures ODPS; (K059) Government Structure & Process.

SKILL: (S039) Word Processing (Microsoft Office applications); ( S044) Equipment Operations (General office equipment).

ABILITY: (A067) Reasoning: define problems, collect data, establish facts & draw valid conclusions; ( A068) Reasoning: interpret extensive variety of technical material in books, journals & manuals; (A100) Verbal: prepare meaningful, concise & accurate reports; (A102) Verbal: use proper research methods in gathering data; (A103) Verbal: prepare & deliver speeches before specialized audiences & general public; (A115) Clerical: gather, collate & classify information about data, people or things; (A120) Interpersonal: establish friendly atmosphere as supervisor of work unit; (A121) Interpersonal: handle sensitive inquiries from & contacts with officials & general public; Interpersonal: resolve complaints from angry citizens & government officials

(*) Developed after employment.

Supplemental Information

• This position may be filled by a layoff or certification eligibility list.

• A BCI and FBI fingerprint check, tax check and background check, may be required on all selected applicants.
• A comparative analysis and/or drug-test may be a requirement of the hiring process.