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SC Department of Public Safety Administrative Specialist II / Customer Service Specialist - 105559 in Richland County, South Carolina

Job Responsibilities

_This position is located in the Contact Center/QA, Headquarters, Blythewood, SC. _ The CSS reports directly to the Customer Service Supervisor or Unit Manager. Provides quality assurance for the Contact Center by performing service observation and rating recorded calls according to established standards. Coaches/Mentors to ensure that staff is provide on-going coaching and development of agents on performance in relation to quality of service. Provides historical reports and charts to ensure specific goals are set and achieved.

  1. Employee applies skills when conducts assessment of employees relating to complex and detailed inquires concerning DMV laws, Policies and procedures to ensure the quality of service, average speed of answer (ASA), Average handling time (AHT), reliability, availability, time management, adherence, and attendance met department standards.

  2. Ensures completed assessments are provided to appropriate supervisors daily. Assist with providing reporting, charts, and presentations as required.

  3. Reviews training material and resources for accuracy and ensures employee usage. Helps to create/maintain Cloud or resource documentation.

  4. Stays current with changes to DMV policies and procedures and participates in meetings as required.

  5. As needed or request by manager provide coaching and development data on agents' performance.

  6. Provide reporting, charts, and presentations as required by manager.

Minimum and Additional Requirements

A high school diploma and six (6) or more years of relevant experience; or an equivalent combination of education and work experience.

Proficient in basic computer skills. Must have technical ability to properly operate/troubleshoot the VOIP Contact Center Management system. Ability to learn and explain policy and procedures to DMV customers. Ability to communicate effectively, both orally and in writing. Experience in coaching and developing employees. Experience in data analysis, metric tracking, and charting. Ability to write clear, concise instructions and reports suitable for presentation.

Works under general supervision after a period of training.

Works in a general office environment. May be required to work extended hours outside of the normal scheduled workweek. The work requires sitting for prolonged periods of time and significant time spent at a computer terminal.

Supplemental questions are considered part of your official application. Please complete the state application to include all current and previous work history, professional references, present salary, requested salary and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for this position.

Preferred Qualifications

Additional Comments

State Minimum Requirment: A high school diploma. Related clerical experience may be substituted for a high school diploma.

Salary: $22,625.00 - $41,866.00 Annually

Location: Richland County, SC

Job Type: FTE - Full-Time

Job Number: 105559

Closing: 9/22/2020 5:00 PM Eastern

Class Code: AA50

Position Number: 60030056

Normal Work Schedule: Monday - Friday (8:30 - 5:00)

Pay Band: Band 3

Hiring Range - Min.: $25,000.00

Hiring Range - Max.: $29,202.00

Opening Date: 09/16/2020

EEO Statement: Equal Opportunity Employer

Agency Specific Application Procedures: You must apply online at www.careers.sc.gov. Applications will be received until 5:00 p.m. on September 22, 2020. Please follow the status of your application on-line. You will be notified of scheduled interviews and also the final disposition of the job. If you are having technical difficulties submitting your applications online and need assistance, please contact 1-855-524-5627.

Agency: State of South Carolina Department of Motor Vehicles

Address: P.O. Box 1498 Blythewood, South Carolina, 29016

Phone: 803-896-9711

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