Address
SalaryThis Recruitment is Open to the Public
The Department of Revenue's Motor Vehicle Division is seeking a Customer Service Rep Supervisor who can manage multiple priorities while ensuring service levels are met and is passionate about developing staff.
Reporting to the Contact Center Manager, you will be responsible for building positive and collaborative relationships with your team through coaching and feedback, fostering a culture of excellence through accountability, training, and performance goals, and prioritizing delegated tasks and follow-up on deliverables.
Duties include but are not limited to:
- Ensuring the provision of outstanding Customer Service to the taxpayers who contact the Motor Vehicle Division
- Providing support to the Citizens and Commercial Helpdesks, planning training, and addressing day-to-day operational needs of the Contact Center.
- Working with the QA management team to reinforce training and apply skills and tools
- Researching inquiries online through our DRIVES system
- Providing technical support for the contact center as needed
- Carrying out performance measurement, monitoring, evaluating and coaching agents to improve efficiency
- Identifying challenges, devising, and delivering solutions to enhance quality of service
- Ensuring that employees follow their schedules. Approving time off requests and reviewing attendance
Entry Qualifications
Bachelors degree from an accredited college or university AND three years of lead/supervisory experience in a Customer Service setting communicating information
~ OR Five years of lead/supervisory worker experience in a Customer Service setting communicating information
~ OR Two years of experience required at the lower-level Customer Service Rep 3-GST122 or position equivalent
Required Skills & Experience
- 6 months of experience as lead or supervisor of teams of ten or more people in a high-volume Customer Service contact center
- Experience monitoring KPIs and analyzing data to ensure SLAs are met
- Experience evaluating and reporting the performance of direct report staff
- Experience implementing effective coaching methodologies
- Experiencing handling difficult customers and escalated calls
- Experiencing troubleshooting basic technical computer issues
- Experience hosting meetings, presentations and/or training sessions
- At least intermediate level of proficiency working with MS Office to include Outlook, Word, Excel, and MS Teams
- Ability to prioritize delegated tasks and to follow-up on deliverables
Preferred Qualifications
- Experience utilizing contact center management tools such as CRM, IVR and Dashboards, or similar hosted contact center solutions
- Excellent verbal and written communication skills
Position Status & Pay Grade: Unclassified –Pay Grade I
Hiring Range: $36,973.63 - $57,000
State Personnel Board Rules for current State Employees
478-1-.12 Salary
478-1-.15 Changes to Employment Status
Location: Department of Revenue South Metro Office: 4125 Welcome All Road, Atlanta GA 30349* This vacancy requires office hours of Monday – Friday 8am – 5pm, or until the last call has been cleared. A telework option is available and is contingent upon demonstrated proficiency in assigned tasks after training and is subject to change based on ability to meet performance expectations and DOR policies.
About DOR
The Department of Revenue is the principal tax collection agency for the State of Georgia. DOR administers tax laws and enforces laws and regulations concerning alcohol and tobacco products in the state. Our mission is to administer the tax laws of the State of Georgia fairly and efficiently in order to promote public confidence and compliance, while providing excellent Customer Service.
Benefits We Offer
- 13 paid State holidays
- Annual & Sick Leave accrual
- Medical, Dental & Vision coverage
- 401(k), 5% employer match
Important:
If you need an accommodation due to disability for any part of the employment process, please contact Human Resources Office at (404) 417-2154.
All Department of Revenue positions are subject to annual State of Georgia tax records check.
Additional background processes may be in place for some positions.
The highest level of education indicated on your Team Georgia Careers Profile will be verified.
Due to the large volume of applications received by this office, only applicants selected for interview will be notified for final applicant selection. Human Resources maintains the discretion to close the job announcement prior to the closing date if a significant number of applications are received.
Equal Opportunity Employer:
The Department of Revenue is an Equal Opportunity Employer and does not discriminate on the basis of color, race, national origin, age, sex, religion, or disability. This policy statement applies to all terms and conditions of employment, including, but not limited to hiring, placement, promotion, transfer, demotion, compensation, training, and termination.
Connect with us on
