Customer Agent Supervisor; Part Time

Description

Part-Time Customer Agent Supervisor (Grade 15)

Current part-time vacancies exist within the MVA Oakland Branch (Garrett County) only.

Career Service

Open Recruitment

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) is seeking a dynamic, progressive candidate with a focus on delivering premier customer service and innovative ideas and solutions for the part-time Customer Agent Supervisor position.

The part-time Customer Agent Supervisor is responsible for lower-level Customer Agents and Driver License Agents assigned to the Branch Offices. This position will involve assigning and reviewing work, providing training and counseling, and approving leave, while serving as an acting supervisor. The role will entail performing the same duties as a customer agent and occasionally serving as a driver's license agent.

• 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 (ex. 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
• Provide 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
• Mentor and train 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.

Education:

Graduation from a standard high school or possession of a high school equivalency certificate.

Experience:

Five (5) years of customer service work experience.

Selective

Qualifications:

Three (3) years of leadership or supervisory experience.

Customer service must be the primary function of your position in order to receive work experience credit.

Customer Service – Interacting with customers to provide information in response to inquiries about products and services in conjunction with the handling and resolving of complaints.

Notes:

For employees conducting driver’s license tests and related duties: