Director of Customer Service (Closed)

Job Title Director III – Director of Customer Service Posting Information Posting 0111-24 | Opening Date: January 11, 2024 | Location: EOT and North Campus | Yearly Salary: B28 – $117,000 – $123,276 Division Customer Service Job Description The Director of Customer Service reports to the Deputy Executive Director and performs highly advanced managerial work providing direction and guidance in the strategic operations and planning of the Customer Service Division. The Director oversees the operations of the division and contact center staff, coordinates and evaluates activity, reviews and approves the division budget, and recommends initiatives to improve customer service effectiveness. The Director provides interpretation and dissemination of agency program information, responds to complex inquiries concerning technical program and administrative regulations, policies, and procedures, and establishes priorities, standards, and evaluation tools for meeting goals. The Director gathers and analyzes statistics to support the division’s operating budget, legislative appropriations requests, and performance reports. Essential Duties Direct the operations and activities of the Customer Service Division to ensure the highest level of service to customers while facilitating optimal efficiency. Develop performance standards and position descriptions; provide guidance and mentoring; consult on and recommend division personnel actions; ensure accurate and timely appraisals and developmental opportunities for each employee under direct supervision. Plan, assign and supervise the work of division staff. Identify customer service and call center best practices; plan, develop, and approve standards, schedules, priorities, goals, and best practices that lead to improvement initiatives aligned with the agency’s strategic plan. Develop and implement techniques for evaluating section activities; work with program staff to ensure consistent, accurate, and timely information to customers. Continuously refine the agency’s customer service model, providing for the transfer of technical information from program staff to customer service personnel. Develop a flexible and open customer service system that allows for uniform and custom responses to inquiries; establish general protocols and guidelines for telephonic and written responses; provide direction and assistance to division staff as needed. Develop and establish goals and objectives consistent with performance measures, the agency’s strategic plan, and legislative appropriations request. Review and approve statistical data to develop agency baselines; track and analyze data to monitor and manage performance and productivity; support the division budget and biennial legislative appropriation request. Plan, develop, implement, coordinate, monitor, and evaluate policy, procedure, and training manuals; monitor staff application of procedures and provide training when required. Develop innovative and creative customer service initiatives to motivate personnel and improve performance. Represent the division before the Commission, advisory boards, and other internal and external groups regarding division, program, and agency issues. Review and approve division budget. Comply with division and/or agency training requirements. Foster teamwork, encouraging constructive ideas, support, and positive engagement among staff while upholding the agency’s core values. Keep management informed of ongoing activity and critical matters affecting the operation and well‑being of the agency. Adhere to all Texas Department of Licensing and Regulation Personnel Policies and perform related work as assigned. Minimum Requirements Six (6) years of progressively responsible experience in a business, administrative, or program management role; of which at least four (4) years must have been in managing customer and call center services in a highly dynamic and fast‑paced environment. Graduation from an accredited four‑year college or university in a field relevant to the assignment is preferred. Valid class C driver’s license, proof of auto liability insurance, and an acceptable driving record from the Department of Public Safety. Military Occupation Specialty (MOS) code: Navy 111X, Coast Guard SEI15, Marines 8003, Air Force 10C0. Remarks Specific knowledge and understanding of rules, requirements, and laws regarding the agency’s programs. Knowledge of local, state, and federal laws and regulations relevant to program areas; principles and practices of public administration and management; and contact center operations and social media technology. Strong communication, customer service, and business acumen skills; proven track record of success in managing customer and call center services; excellent interpersonal skills and professional demeanor and attitude. Ability to direct and organize program activities; establish program goals and objectives that support the strategic plan; identify problems, evaluate alternatives, and implement effective solutions; develop and evaluate policies and procedures; prepare reports; communicate effectively orally and in writing; plan, assign, and supervise the work of others. Ability to analyze, interpret, and apply laws and regulations affecting the agency; use a common‑sense approach to evaluate issues; develop creative and innovative solutions; present findings and recommendations clearly and concisely; exhibit a management style that motivates staff to excel; and interact tactfully with internal and external customers. Equal Employment Opportunity Statement TDLR is an Equal Employment Opportunity Employer. TDLR participates in E‑Verify and will provide reasonable accommodation during the hiring and selection process for individuals with a disability, in compliance with the Americans with Disabilities Act (ADA). #J-18808-Ljbffr RegulatoryJobs Executive Recruitment