Job 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 forlower-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.

Responsibilities include:

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

Ideal candidates should possess:

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 at times. Employees 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.

Qualifications

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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.

Selective Qualifications:

Three (3) years of leadership or supervisory experience.

A Selective qualification recruitment is conducted for positions when there is a specific or additional bona fide occupational qualification (i.e., Knowledge, skill, or ability).



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:

1. 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.



2. 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.

Licenses & Certifications

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



1. Employees supervising Drivers License Agents are required to possess a commercial Class A and M motor vehicle operator's license fully endorsed and valid in the State of Maryland.



2. In accordance with Transportation Article, Section 16-105 (b), of the Annotated Code of Maryland, candidates for employment must be twenty-one (21) years of age or older and must be licensed to operate a motor vehicle for at least three years in the State of Maryland or another state.



3. 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.



4. 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 every two years or sooner if requested by physician order.