Customer Service Manager

THE OHIO DEPARTMENT OF NATURAL RESOURCES IS NOW ACCEPTING APPLICATIONS FROM ALL APPLICANTS.

The Ohio Department of Natural Resources mission is to ensure a balance between wise use and protection of our natural resources for the benefit of all.

The Division of Wildlife mission is to conserve and improve fish and wildlife resources and their habitats for sustainable use and appreciation by all.

ABOUT THE DIVISION OF WILDLIFE

The Division of Wildlife is a direct descendant of the Ohio Fish Commission, which was created by the General Assembly in 1873 to deal with declining fish populations in Ohio’s inland lakes and streams. In 1949 the Division was joined with other state conservation agencies under the mantle of the newly created Department of Natural Resources.

Division of Wildlife projects are carried out by a team of nearly 500 trained personnel. We face many challenges in the pursuit of our goal to ensure an abundance of high quality wildlife experiences for today’s Ohioans and for future generations. Land acquisition, harvest regulations, and licensing are fundamental tools in the management of Ohio’s wildlife resources.

Our division manages or cooperates in managing over three-quarters of a million acres of diverse wildlife lands throughout the state, plus more than 2 1/4 million acres of water. On the basis of biological data and public input, we issue regulations that supplement long-term statutes to protect wildlife and to provide the public with opportunities to benefit from wildlife for recreational, scientific, and other purposes.

Click the link to learn more about the Division of Wildlife .

RESPONSIBILITIES OF THE POSITION:

Plans, coordinates, promotes & directs the Division’s Customer Service Center operations & supervises customer service staff: formulates & implements Customer Service Center policies, procedures & efficiencies; coordinates &/or directs assistance to research & respond to difficult inquiries (from customer service staff, constituents, & license sales agents); monitors, evaluates, coaches & develops staff; delegates & distributes work to staff (e.g., front desk duty, Wild Ohio email correspondence, customer correspondence, customer outreach, mailings, account management, account research, special projects, surveys, hunter education certification research, license agent related functions & buyer account management); determines work schedules/priorities & ensures adequate coverage; manages the Call Center license sales account (e.g., checks & balances, follows established revenue policies, secures revenue); administers various free license/permit programs & delegates related process & assignments to customer service staff (e.g., answering free license questions, processing applications, validating eligibility, mailing licenses/permits); creates, runs & interprets Customer Support Center reports (e.g., trends, number of calls received, types of calls received, operator call wait time); prepares & maintains Customer Support Center budget; participates in license system testing as requested; initiates payments of invoices associated with the Customer Support Center; investigates & processes escalated void transactions & account issues.

Follows-up on & attempts resolution of problems, improvements of conditions, inequities & concerns & meets with any persons able to affect changes or implement improvements: attends meetings &/or workshops & maintains awareness of situations, trends &/or occurrences which could affect interests of clients; monitors performance of the Division’s contracted license system vendor call center & reports on performance issues to the Division’s License Administrator; reports & documents license system anomalies & issues to License System Coordinator; acts as the Division’s liaison with prospective and current license vendors (e.g., provides communication, contract management, training, adding vendors to license system; issue resolution, password resets); reviews work of Customer Support Center staff to ensure work product is timely, professional & accurate; determines staff training needs (e.g., class room training, hands on training, coordinating training sessions with division experts); manages requests of internal customer requesting support functions from the Customer Service staff (e.g., customer surveys, mailings, etc.); compiles reports from staff members for inclusion in summaries of activities for assigned unit; maintains & orders needed supplies (e.g., office supplies, resource documents); makes recommendations to keep the Customer Service Center up to date.

Advises & counsels agency administrators & other staff in areas affecting client interest: communicates (e.g., verbally & in writing) & serves as liaison with division personnel, offices & divisions within assigned agency, other state agencies, constituents &/or non-government officials & with the Office of Information Management (OIT) regarding the Customer Support Center’s phone system; attends various meetings (e.g. License System meetings, Information and Education meetings, Law Administration meetings, etc.) & stays well informed of best business practices for customer service environments and advancements of customer service technology (e.g., call trees, call recording, call monitoring, heat thicket systems).

Minimum Qualifications:
12 mos. trg. or 12 mos. exp. in departmental operations & programs, policies & procedures for assigned agency; 12 mos. trg. or 12 mos. exp. in federal & state laws regarding operation of assigned agency; 1 course or 3 mos. exp. in public relations; 1 course or 3 mos. exp. in applications of mathematical, analytical &/or statistical methods used in formulating & solving problems or in decision making; 1 course or 3 mos. exp. in public speaking, speech or communication; 6 mos. trg. or 6 mos. exp. in supervisory principles/techniques.

-Or equivalent of Minimum Class Qualifications for Employment noted above.

Major Worker Characteristics:
Knowledge of: Budgeting; (8a) Employee Training & Development; Supervision, Public Relations, Office Practices & Procedures (Customer Service Center)*, Agency Policies & Procedures (ODNR/Division of Wildlife)*; Government Structure & Process (Ohio Revised Code & Federal Regulations pertaining to wildlife departmental operations)*; Electronic Data Processing (customer relationship management software*, internet browsers [Google Chrome, Firefox, Safari, Microsoft Explorer & edge]).

Skilled in: Word Processing (Microsoft Office Suite: Word, Excel, Access, Outlook); Equipment Operation (personal computer, general office equipment, Point of Sale [POS] Credit Card Terminal*).

Ability to: Prepare meaningful, precise & accurate reports, gather, collate & classify information about data, people or things; establish friendly atmosphere as supervisor of work unit; resolve complaints from angry citizens & general public; define problems, collect data, establish facts & draw valid conclusions; Use research methods in gathering data; handle sensitive inquiries from & contacts with officials & general public; prepare & deliver speeches before specialized audiences & general public.

• Developed after employment

COMPETENCIES : Getting Information; Communicating with Supervisor, Peers, and Subordinates; Establishing and Maintaining Interpersonal Relationships

Supplemental Information:

Effective July 1, 2015 applicants must apply online for positions at all state agencies except the Department of Developmental Disabilities (DODD).

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant’s prior criminal convictions will be made before excluding an applicant from consideration.

STATUS OF POSTED POSITIONS :

Applicants can view the status of this position by logging into their user profile on the Ohio Hiring Management System [OHMS] Home page at the following link careers.ohio.gov , and selecting “My Profile”.

NOTES:

– BARGAINING UNIT APPLICANTS WILL BE GIVEN CONSIDERATION FOR THIS POSITION PURSUANT TO COLLECTIVE BARGAINING AGREEMENT

– Selection devices, proficiency testing and/or assessments may be used to determine if an applicant meets and is proficient in the minimum qualifications for this position.

Applicants may attach the following document types:

•Microsoft Word (.doc and .docx)

•PDF (.pdf),

•Plain Text (.txt)

•Rich Text (.rtf).

Please do not upload attachments that have an anomaly or are password protected.