DMV - Program Coordinator II

Program Coordinator II (S) Position Number: 60029994 | Grade: NC10 About Us It’s the mission of the NC Department of Transportation to connect people, products and places safely and efficiently with customer focus, accountability, and environmental sensitivity to enhance the economy and vitality of North Carolina. Description of Work The DMV Customer Contact Center located in Bladen County provides information pertaining to vehicle titling and licensing, driver license services, liability insurance, and safety/emissions inspections to the general public. Work is performed in a fast-paced, performance-based call center environment responding to inquiries via phone and e-mail. The Program Coordinator supervises call center employees and assists management by promoting, monitoring, and documenting unit employees and their workflow. The supervisor must be accessible to employees to help resolve complex work and/or handle irate customers. This position is responsible for maintaining, documenting, and conducting all phases of performance management for employees supervised by this position. In the absence of management, the supervisor will manage the unit, which includes approving time, composing unit correspondence, and handling personnel situations within the unit. Qualifications Experience supervising or managing employees in a fast-paced work environment Working knowledge of NC General Statutes Chapter 20 and Chapter 44 Management training and knowledge of organizational levels Basic knowledge of computer systems, including LITES, STARS, RDLIS, COURT, and SADLS Customer service experience Excellent verbal and written skills related to problem resolution Program Area Knowledge Vehicle titling and licensing Driver license services Liability insurance and safety/emissions inspections policies and procedures Experience working in a call center Working knowledge of LITES, STARS, RDLIS, COURT, or SADLS computer systems Management Preferences Considerable knowledge of motor vehicle laws, policies and procedures; experience in research and resolving problems to make independent decisions as needed; experience interpreting and explaining policy and procedures, rules, regulations, and/or laws to a diverse clientele; experience in establishing and maintaining strong working relationships with peers, internal and external customers while maintaining a professional demeanor; experience in maintaining records, reports and data using MS Office products. Salary Grade and Salary Range NC10: $43,267 - $75,718 Minimum Education and Experience Bachelor’s degree from an accredited institution and one year of experience related to the area of assignment; or an equivalent combination of training and experience. EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and is dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices. #J-18808-Ljbffr Department of Transportation