VEHICLE SERVICES SUPERVISOR - 10082026-81722

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF REVENUE, DAVIDSON COUNTY

Mandatory 6-8 weeks in office for training upon hire.

This position is designed as Hybrid with a minimum of one day in office per week. 

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and two years of full-time experience in one of the following areas: (1) processing motor vehicle information and providing interpretation to the public (vehicle services work) (2) auditing businesses and individuals for compliance with local, state and/or federal laws (professional auditing), or (3) providing customer service in either the public or private sector.
 
Substitution of Experience for Education: Qualifying experience in title and registration preparation, title and registration law interpretation, taxpayer services, tax enforcement, or related vehicle services work; accounting, auditing, or related fiscal services work; or clerical work may substitute for the required education on a year-for-year basis to a maximum of four years.
 
Substitution of Graduate Education for Experience: Graduate coursework credit received from an accredited college or university in accounting, business management, or public administration may substitute for the required experience, on a year-for-year basis, to a maximum of two years (e.g., 36 graduate quarter hours in one or a combination of the above listed fields may be substituted for one year of the required experience).
 
OR
 
Experience equivalent to one year as a Taxpayer Services Supervisor 2 or Revenue Processing Supervisor 2; or two years as a Taxpayer Services Supervisor 1 or Revenue Processing Supervisor 1 with the State of Tennessee.
 
OR
 
Experience equivalent to two years supervising a customer service operation in either the public or private sector.
 
OR
 
Experience equivalent to three years of full-time professional or technical work within the Department of Revenue's operational divisions (Vehicle Services, Taxpayer Services, Processing, and Revenue Collections).
 

Summary: Under general management, is responsible for vehicle services supervisory work of complex difficulty; and performs related work as required.

Organizing, Planning, and Prioritizing Work:

1. Coordinate the workflow of multiple vehicle services work functions.
2. Supervise the work of subordinate vehicle services staff.
3. Schedules work assignments based on departmental priorities, established deadlines, existing workloads, and number of available staff.
4. Monitor the accuracy and efficiency of work produced by vehicle services staff.
5. Coordinates special projects to ensure divisional deadlines and other departmental requirements are achieved.

Guiding, Directing, and Motivating Subordinates:

1. Correct problem areas within the work unit that inhibit an effective work flow.
2. Identify job responsibilities and characteristics of exceptional performance to establish job performance plans.
3. Evaluate the performance of vehicle services personnel.

Performing for or Working Directly with the Public:

1. Provides direct customer service to taxpayers.
2. Provide accurate and consistent information to taxpayers on relevant motor vehicle issues.
3. Processes motor vehicle transactions. 
4. Inform industry specific groups of modifications to relevant motor vehicle laws, rules, and regulations.
5. May write narratives which notify specific taxpayers of proper filing procedures, law changes, attorney general rulings and other changes.
6. May select appropriate speakers based on the subject matter for public presentations.
7. May schedule public speaking presentations.
8. Ensures new or modified forms and records are necessary and available to meet taxpayer requirements and informational needs.

Performing Administrative Activities:

1. Manages professional staff responsible for multiple vehicle services work functions that can include taxpayer assistance, taxpayer registration and taxpayer education.
2. Researches changes and additions to motor vehicle and tax laws, work procedures, and systems capabilities.
3. Interviews applicants for vacant positions.
4. Explain special features of the job to applicants.
5. May provide recommendations to the manager of the division concerning the selection of the applicant.
6. Reviews legislation and evaluates the impact of new or proposed legislation on the administration of motor vehicle law to divisional management.
7. Propose rule or legal changes for legislative consideration to divisional management.
8. Assess the logic and accuracy of performance evaluations.
9. Participate in special committee projects.
10. May describe interpretation of motor vehicle and tax laws, rules and regulations to enable the legal staff to write revenue rulings which formally answer taxpayer's inquiries.
11. Interacts with other agencies or other divisions within the Department of Revenue to solve problems and share information.
12. Ensure that the work unit's procedures are consistent and efficient.
13. Grants or rejects employee leave requests based on the status of work.
14. Prepare statistical reports.

Training and Teaching Others:

1. Talk to applicants about their overall goals, strengths and weaknesses, and prior work history.
2. Make presentations as requested by management.
3. Explain proper interpretations of motor vehicle and tax law to other supervisors and subordinate staff.
4. Implement training to educate staff on new procedures, new or modified laws, rules and regulations, or systems modifications.
5. Identify training needs through observation, taxpayer feedback, and employee suggestions.
6. Select the appropriate informal training methods.
7. Provide training.
8. Evaluates the effectiveness of training based on observation of work products and employee feedback.
9. May coordinate the presentation of motor vehicle and tax information to special interest or other groups as requested.
10. Provides input on training methods.
11. Assist in determining training needs and organizing training programs for staff.
12. Assist divisional management in developing and maintaining job aids for vehicle services staff.
13. May evaluate the effectiveness and efficiency of vehicle services seminars and speakers.
14. May determine the effectiveness and appropriateness of information presented based on participant feedback and observations; recommends improvements in seminar format.

Competencies:

1. Ethics and Values
2. Customer Focus
3. Action Oriented
4. Written Communications
5. Dealing with Ambiguity
6. Directing Others
7. Motivating Others
8. Peer Relationship
9. Conflict Management
10. Organizing

Knowledge:

1. Administration and Management
2. Education and Training
3. Clerical
4. Customer Service
5. Communications
6. Basic Mathematics

Skills:

1. Active Learning
2. Active Listening
3. Critical Thinking
4. Reading Comprehension
5. Speaking
6. Writing
7. Personal Time Management
8. Mentoring
9. Instructing

Abilities:

1. Deductive Reasoning
2. Memorization
3. Number Facility
4. Oral Comprehension
5. Oral Expression
6. Multi-Tasking
7. Written Comprehension
8. Written Expression

1. Computer
2. Telephone
3. Fax Machine

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

1. A valid driver's license
2. For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.