Address
Form of workSalary : $47,008.00 - $87,734.40 Annually
Location : State of Iowa - See Job Description, IA
Job Type: Full-time
Job Number: 24-01733
Agency: 645 Iowa Department of Transportation
Opening Date: 11/17/2023
Closing Date: 12/3/2023 11:59 PM Central
LinkedIn Tag: #LI-POST
Point of Contact: Darcy Doty - Darcy.Doty@Iowadot.us
Job Description
Are you interested in furthering your leadership and customer service skills? Our Driver & Identification Service team is looking for an Advanced Customer Experience Supervisor! We are looking for someone who is passionate about customer service and managing a team - some of which would include ensuring daily schedules, tasks, and business operations are running effectively. If this sounds like you, keep reading to find out more!
Iowa Department of Transportation's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation's five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.
Location: Anywhere in Iowa; with travel to the Ankeny Motor Vehicle complex as needed.
Shift Requirements: Day hours (very limited evening), travel to DOT locations may be required outside of normal 8:00 AM - 4:30 PM hours.
As an Advanced Customer Experience Supervisor for the Driver and Identification Services teams, your duties will include, but are not limited to:
- Supervise 8 team members to ensure proper customer service and correct action is taken on behalf of customers.
- Responsible for communicating updates, processing changes, and operational issues that are discussed and resolved with teams.
- Serve on the Customer Experience Leadership team including meetings, research, special projects and Motor Vehicle Division leadership engagement initiatives.
- Oversee daily scheduling of tasks, monitoring work queues, evaluating customer service levels, make recommendations for business operational improvements.
- Provide direction, guidance and counseling on performance evaluation, Position Description Questionnaires, training, and all other personnel related matters as necessary.
- Responsible for ensuring that incapable driver hearings, informal appeals, and recalls that are a result of the discretionary hearings are scheduled and completed in a timely manner.
-Assures county treasurer staff statewide are correctly and effectively delivering these services by implementing regular auditing and quality assurance measures to assure adherence to Iowa law and DOT administrative rules and policies governing Driver and Identification customer services.
What we offer YOU:
- Competitive pay and benefits package including health, dental, flexible spending, and life insurance?
- Insurance benefits start first of the month following 30 days of employment. 2024 health and dental insurance premiums can be found
- Opportunities for professional growth and development?
- Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year
- Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
- Optional 401A plan with employer contributions
- Employee Discount Programs from variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial)
We encourage you to view more about the State of Iowa Employee benefits and costs at the !
You have the freedom to flourish in Iowa - Apply today!
If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: aa-eeo@iowadot.us
Reasonable accommodation such as: interpreter, translator, written materials, modified equipment / devices, ADA access, etc. This does not include scheduling needs.
Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
1) Graduation from high school (or GED equivalent) and experience equal to four years of full-time work experience in general office administrative support; specialized technical program support; or program administration, development, management, or operations.
2) All of the following (a, b, and c):
a. Graduation from high school (or GED equivalent); and
b. One year of full-time work experience in general office administrative support; technical program support; or program administration, development, management, or operations; and
c. A total of three years of education and full-time experience (as described in part b), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.
For additional information, please click on this .
Join Us!
Whether it's caring for those in need, making highways safer, or improving agriculture production, the work that we do matters to the people of Iowa.
We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.
Career Choices
State government is one of the largest employers in Iowa, and also one of the most diverse. From state trooper to nurse to engineer, the state offers a wide variety of career opportunities.
Benefits
The state offers paid vacation, sick time and holidays, a defined benefit retirement plan, health, dental, vision, and long-term disability insurance along with flexible spending accounts. For more information, please visit the executive branch employee benefits
The State of Iowa is committed to providing an outstanding employment experience. Check out this
01
Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.
02
PLEASE READ CAREFULLY
Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?
03
Do you have a High School Diploma or General Education Diploma (G.E.D.)? IF YES - How many years do you have of full-time work experience in general office administrative support; specialized technical program support; or program administration, development, management, or operations.
04
Do you meet ALL of the following (a, b, and c):a. Graduated from high school (or GED equivalent); andb. One year of full-time work experience in general office administrative support; technical program support; or program administration, development, management, or operations; andc. A combination of a total of three years of education and full-time experience (as described in part b), where thirty semester hours of accredited college or university course work in a technical support area or in business or public administration equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.Note - You must have answered "Yes" to "A" and the total experience and education from "B" AND "C" must equal a minimum of 4 years
Required Question
Location : State of Iowa - See Job Description, IA
Job Type: Full-time
Job Number: 24-01733
Agency: 645 Iowa Department of Transportation
Opening Date: 11/17/2023
Closing Date: 12/3/2023 11:59 PM Central
LinkedIn Tag: #LI-POST
Point of Contact: Darcy Doty - Darcy.Doty@Iowadot.us
Job Description
Are you interested in furthering your leadership and customer service skills? Our Driver & Identification Service team is looking for an Advanced Customer Experience Supervisor! We are looking for someone who is passionate about customer service and managing a team - some of which would include ensuring daily schedules, tasks, and business operations are running effectively. If this sounds like you, keep reading to find out more!
Iowa Department of Transportation's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa Department of Transportation's five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.
Location: Anywhere in Iowa; with travel to the Ankeny Motor Vehicle complex as needed.
Shift Requirements: Day hours (very limited evening), travel to DOT locations may be required outside of normal 8:00 AM - 4:30 PM hours.
As an Advanced Customer Experience Supervisor for the Driver and Identification Services teams, your duties will include, but are not limited to:
- Supervise 8 team members to ensure proper customer service and correct action is taken on behalf of customers.
- Responsible for communicating updates, processing changes, and operational issues that are discussed and resolved with teams.
- Serve on the Customer Experience Leadership team including meetings, research, special projects and Motor Vehicle Division leadership engagement initiatives.
- Oversee daily scheduling of tasks, monitoring work queues, evaluating customer service levels, make recommendations for business operational improvements.
- Provide direction, guidance and counseling on performance evaluation, Position Description Questionnaires, training, and all other personnel related matters as necessary.
- Responsible for ensuring that incapable driver hearings, informal appeals, and recalls that are a result of the discretionary hearings are scheduled and completed in a timely manner.
-Assures county treasurer staff statewide are correctly and effectively delivering these services by implementing regular auditing and quality assurance measures to assure adherence to Iowa law and DOT administrative rules and policies governing Driver and Identification customer services.
What we offer YOU:
- Competitive pay and benefits package including health, dental, flexible spending, and life insurance?
- Insurance benefits start first of the month following 30 days of employment. 2024 health and dental insurance premiums can be found
- Opportunities for professional growth and development?
- Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year
- Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
- Optional 401A plan with employer contributions
- Employee Discount Programs from variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial)
We encourage you to view more about the State of Iowa Employee benefits and costs at the !
You have the freedom to flourish in Iowa - Apply today!
If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: aa-eeo@iowadot.us
Reasonable accommodation such as: interpreter, translator, written materials, modified equipment / devices, ADA access, etc. This does not include scheduling needs.
Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
1) Graduation from high school (or GED equivalent) and experience equal to four years of full-time work experience in general office administrative support; specialized technical program support; or program administration, development, management, or operations.
2) All of the following (a, b, and c):
a. Graduation from high school (or GED equivalent); and
b. One year of full-time work experience in general office administrative support; technical program support; or program administration, development, management, or operations; and
c. A total of three years of education and full-time experience (as described in part b), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.
For additional information, please click on this .
Join Us!
Whether it's caring for those in need, making highways safer, or improving agriculture production, the work that we do matters to the people of Iowa.
We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.
Career Choices
State government is one of the largest employers in Iowa, and also one of the most diverse. From state trooper to nurse to engineer, the state offers a wide variety of career opportunities.
Benefits
The state offers paid vacation, sick time and holidays, a defined benefit retirement plan, health, dental, vision, and long-term disability insurance along with flexible spending accounts. For more information, please visit the executive branch employee benefits
The State of Iowa is committed to providing an outstanding employment experience. Check out this
01
Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.
- Yes - I understand and agree.
- No
02
PLEASE READ CAREFULLY
Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?
- No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
- Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
03
Do you have a High School Diploma or General Education Diploma (G.E.D.)? IF YES - How many years do you have of full-time work experience in general office administrative support; specialized technical program support; or program administration, development, management, or operations.
- No experience in the identified areas
- Less than one year of experience in the identified areas
- One year to less than two years of experience in the identified areas
- Two years to less than three years of experience in the identified areas
- Three years to less than four years of experience in the identified areas
- Four or more years of experience in the identified areas
- Not Applicable
04
Do you meet ALL of the following (a, b, and c):a. Graduated from high school (or GED equivalent); andb. One year of full-time work experience in general office administrative support; technical program support; or program administration, development, management, or operations; andc. A combination of a total of three years of education and full-time experience (as described in part b), where thirty semester hours of accredited college or university course work in a technical support area or in business or public administration equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.Note - You must have answered "Yes" to "A" and the total experience and education from "B" AND "C" must equal a minimum of 4 years
- Yes
- No
Required Question
