The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.This position has an annual rate of $60,000.00Job DescriptionPOSITION SUMMARYPOSITION RESPONSIBILITIESThis job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.
Creates a service culture that prioritizes the customer experience; modeling, training, and coaching on the expectations to deliver Service Oklahoma service standard (player/coach).
Leads and motivates a team of passionate and knowledgeable Service Center Agents who strive to exceed customer service expectations by focusing on decreasing wait times while delivering welcoming and friendly interactions.
Takes ownership of customer conflict issue resolution and follows through to completion.
Learns and adapts to current technology needs and acts as the "change champion" as we continue to roll out new streamlined ways to deliver on our customers' needs.
Communicates and explains new directives, policies, or procedures to Service Center Agents for major changes; meets with frontline store operations staff to explain changes, answer questions, and maintain morale.
Identifies opportunities and areas for improvement in processes and workflows.
Utilizes customer survey reporting tools to drive change in key areas with the greatest impact on customer experience; uses this feedback to coach/recognize the team and individuals.
Acts as an advocate of physical and digital offerings to ensure your team can inform, educate, and promote the full suite of products and offerings available to enhance the customer experience and interactions with Service Oklahoma.
Leads and follows up on training completion, checking for understanding and further training opportunities.
Supports customer service operations throughout the day including working as back-up for concierge, cashiers, pulling inventory etc. to ensure great service even during peak volume times.
Ensures appropriate staffing levels; monitors productivity targets for the store and staff; trains and motivates staff to meet and exceed goals; conducts performance evaluations and provides feedback to improve staff performance.
Ensures store resources are in working order. Quickly resolves technology or resource allocation issues by coordinating with the appropriate departments.
Ensures store is clean, organized, and well-maintained, adhering to standards set by executive leadership; collaborates with facilities department to ensure facility or maintenance issues are rapidly addressed.
Ensures the store complies with all policies and procedures.
Maintains highest personal levels of ethical conduct, confidentiality, and integrity; leads the team to work in the same way and holds them accountable to this commitment.
Projects a positive image of the organization to employees, customers, and community.
Performs other duties as required by business needs.
KNOWLEDGE, SKILLS, & ABILITIES
Knowledge & understanding of key service level standards and hold team accountable for meeting these standards.
Superior verbal and written communication and interpersonal skills.
Superior managerial and diplomacy skills.
Excellent organizational skills and attention to detail.
Excellent analytical, decision-making, and problem-solving skills.
Ability to be flexible and demonstrate strong
Dental insurance
Vision insurance
Flexible schedule
Additional Information
Job Posting Title
Service Center Manager
Agency
640 SERVICE OKLAHOMA
Supervisory Organization
Service Operations - R4 - OKC/I-240
Job Posting End Date
Refer to the date listed at the top of this posting, if available. Continuous if date is blank.
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time
Full time
Job Type
Regular
Okgov · Oklahoma County