supervisor, motor vehicle customer services

SCHEDULED WORKDAYS: Monday - Friday

SCHEDULED WORK HOURS: 8:30 AM - 4:00 PM

GENERAL STATEMENT OF DUTIES: To be responsible for the effective and efficient operation of DMV branch offices; to supervise a staff and supervisors responsible for reviewing and processing applications for motor vehicle registrations or the issuance of motor vehicle operators' licenses, renewals or transfers by use of a computerized automobile registration system or motor vehicle license system; to be responsible for the accountability of all taxes, fees and other monies received pertaining to motor vehicle or licensing transactions; to deal with the public on an ongoing basis; and to do related work as required.

SUPERVISION RECEIVED: Works under the general supervision of a superior with wide latitude for the exercise of independent judgment; work is subject to review for conformance to policies, rules and instructions.

SUPERVISION EXERCISED: Plans, supervises and reviews the work of subordinate staff and supervisors engaged in processing and/or overseeing various motor vehicle or licensing transactions; reviews work in process and upon completion.

ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:

• To be responsible for the effective and efficient operation of DMV branch offices.
• To supervise a staff and supervisors responsible for reviewing and processing applications for motor vehicle registrations or the issuance of motor vehicle operators' licenses, renewals or transfers by use of a computerized automobile registration system or motor vehicle license system.
• To be responsible for the accountability of all taxes, fees and other monies received pertaining to motor vehicle or license transactions.
• To deal with the public on an ongoing basis; to handle complaints received from the public and to address them amicably.
• To plan, coordinate and supervise the flow of work among several sections in the division.
• To check and verify compliance with the required certificate of title law for all new vehicles or laws pertaining to obtaining a drivers license and to record and charge fees for same.
• To develop, design and oversee an effective and efficient customer service representative training program as well as to establish and maintain training manuals and guidance documents,
• To be responsible for staff engaged in reviewing and approving submitted forms for the renewal of motor vehicle operator licenses.
• To perform daily staff timekeeping activities; to review and approve the time and attendance information reported for each employee under his/her supervision, and to manage employee attendance and payroll records with a reasonable degree of accuracy.
• To be responsible for the collection of payments of the sales tax and/or fees for the appropriate document being processed and to officially validate and issue same.
• To monitor tasks performed by subordinates to ensure compliance with applicable laws, policies and procedures, to communicate areas of concern to a superior when appropriate, and to evaluate, correct or discipline staff according to policy and standards as appropriate.
• To interview and evaluate customer service representative candidates and make recommendations for hire.
• To verify, process and troubleshoot certain online DMV motor vehicle transactions as assigned.
• To make recommendations to a superior of proposed changes in policies, programs and procedures.
• To serve as a member of a project team to work closely with vendors and IT staff to provide functional expertise; to contribute to overall project objectives and specific team deliverables; to participate in testing and error identification initiatives; to provide user training; and to perform other related project tasks.
• To do related work as required.

REQUIRED QUALIFICATIONS FOR APPOINTMENT:

KNOWLEDGES, SKILLS AND CAPACITIES: A thorough knowledge of the guidelines by which the motor vehicle statutes are applied toward the registration of motor vehicles and the licensing of motor vehicle operators; a working knowledge of the procedures and practices applicable to the receipt of monies; the ability to plan, coordinate, supervise and review the work of a staff and supervisors engaged in and overseeing the processing of applications for the registration or motor vehicle operators' license, renewal or