Customer Agent Supervisor; Part-Time

Part‑Time Customer Agent Supervisor (Grade 15)

Previous Applicants Need Not Reapply

Career Service – Open Recruitment

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic, progressive candidate focused on delivering premier customer service and innovative ideas and solutions for the Part‑Time Customer Agent Supervisor position.

Current part‑time vacancies are available only at the MVA Oakland Branch (Garrett County). Please only apply if you are willing to work in Garrett County.

• Supervising Customer Agents and Driver License Agents assigned to the Branch Offices
• Supervising closeouts, preparing deposits, sending daily paperwork to accounting, ensuring check‑out procedures are followed properly, developing training for close‑out procedures, and ensuring that all employees are properly trained to perform all areas of the operation
• Preparing all terminals for operation and maintaining the security of cash and inventoried items
• Conducting employee unit meetings, training & instructing staff
• Examining documents, including but not limited to both foreign and domestic, to detect or determine fraud (e.g., Passports, US and out‑of‑country, Visas, Birth Certificates)
• Performing technical document examination for the purpose of reviewing, investigating, and approving the issuance of driver’s licenses, identification cards, vehicle titles, and registration documents in suspicious or non‑routine situations
• Compiling monthly fraud reports
• Providing expert testimony at formal administrative hearings and Maryland courts related to license or vehicle fraud issues where expertise is needed
• Conducting audits, training, and verification of employer testing programs
• Mentoring and training co‑workers, including new employees
• May perform driver license exams and testing if needed

• Strong operational and leadership background, preferably in a regulated environment
• Demonstrated leadership skills
• Experience managing multiple divisions
• Strong analytical and problem‑solving skills
• Strong team leadership, employee development, and managerial skills
• Excellent interpersonal and communication skills
• Strong organization and resource allocation skills
• Strong customer service background
• The ability to analyze, interpret, administer, and implement state and federal laws

Employees in this classification may be required to work six (6) service days, including Saturdays, and may include evenings. Additionally, employees will be assigned to work at the MVA Cumberland branch loyees may also be required to work scheduled and unscheduled overtime as necessary. Employees in this classification are considered essential and may be called back during scheduled off‑hours in emergency situations.

Minimum Qualifications:

• Education:
  
  Graduation from a standard high school or possession of a high school equivalency certificate.
• Experience:
  
  Five (5) years of customer service work experience.
• Selectivity:
  Three (3) years of leadership or supervisory experience.

Notes:

• Applicants may substitute customer service work experience for the required education at a rate of one year of experience for one (1) year of education.
• Applicants may substitute education from an accredited college or university at the rate of thirty (30) semester credits for one year of experience on a year‑for‑year basis for the required experience.

• The employee supervising Drivers License Agents must possess a commercial Class A and M motor vehicle operator’s license fully endorsed and valid in the State of Maryland.
• Candidates must be twenty‑one (21) years of age or older and licensed to operate a motor vehicle for at least three years in the State of Maryland or another state.
• Employees conducting driver’s license tests must have successfully completed agency training certification programs prior to administering driver examinations and obtain an appropriate class driver’s license.
• Employees conducting driver’s license tests must pass a medical examination administered by the Transportation Medical Advisor as a condition of employment and are subject to medical reexamination…