CUSTOMER SERVICE MANAGER

Arizona Department of Administration • Casa Grande, AZ

1d • Onsite

About The Position

BE A PART OF AN INNOVATIVE AND COLLABORATIVE TEAM DRIVING A SAFER TRANSPORTATION
SYSTEM FOR ARIZONA.

CUSTOMER SERVICE MANAGER
OPEN TO CURRENT ADOT EMPLOYEES ONLY

Job Location:

MOTOR VEHICLE ADMINISTRATION
240 W. COTTONWOOD LN.
CASA GRANDE, AZ 85122

Posting Details:

SALARY: $57,447.10

GRADE: 21

CLOSING DATE:

Job Summary:

Manage multiple Motor Vehicle Division (MVD) Field Offices that provide various
services; controls office expenditures; develops and administers a Field Office
Continuous Monitoring Systems (FOCMS). Provides oversight meeting office
productivity, quality customer service, as well as audit and control goals and
standards. Reviews and monitors the collection, accounting, safeguard and
depositing of revenue funds, and the summarization, analysis and review of data
for preparing management reports. Interprets, applies, and implements relevant
program rules, regulations, laws, and policies. Reviews problems presented by
the public. Interprets statutes and regulations, resolves problems, and makes
determinations. Conducts oral interviews and/or investigations regarding
violations of state motor vehicle laws, rules, and regulations. Counsels with
citizens regarding their responsibilities and driving habits. Required to drive
a state vehicle travel.

Requirements

• Knowledge of: MVD & ADOT policies/procedures related to Driver Licenses, Title & Registration, Customer Service Operations, and other business areas.
• Knowledge of: ARS, Title 28, AAC and transportation laws.
• Knowledge of: Basic management functions, revenue and expenditures, MVD budget, Division and Program goals/objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes and practices.
• Knowledge of: Approving or rejecting identity documents from domestic and foreign applicants for driver’s license and identification card credentials.
• Knowledge of: Program and other performance metrics, goals/targets, and variance reporting.
• Knowledge of: Training, leadership, hiring, disciplinary policies & procedures.
• Knowledge of: Continuous Process Improvement.
• Skills in: Research and analysis.
• Skills in: Oral and written communication.
• Skills in: Organization of work space and materials and time management.
• Skills in: Report preparation.
• Skills in: Interviewing, hiring and training new employees in work processes.
• Skills in: Counseling and disciplining employees.
• Skills in: Computer operation using Microsoft Office programs and MVD databases.
• Skilled in Google Workspace and Microsoft Office.
• Skills in: Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines.
• Ability to: Manage a program consisting of multiple work units, establish standard work processes and procedures.
• Ability to: Evaluate to improve unit performance and satisfy customer needs.
• Ability to: Write, review and revise summary reports, transmit information to the appropriate business area.
• Ability to: Lead, motivate and inspire a diverse group of people to accomplish unit goals and responsibilities, create and execute action plans to address office performance gaps.
• Ability to: Respond to media contacts as authorized and respond to contract concerns and/or disputes with Procurement management.
• Ability to: Understand, analyze, evaluate data and make clearly defined decisions to identify and resolve daily, intermediate and long term operational and customer service questions and issues.
• Ability to: Required to drive a state vehicle for travel.
• Valid Driver's License.
• Background and Fingerprint clearance required.
• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Two years direct supervisory experience.

Responsibilities

• Manage multiple MVD Field Offices, including responsibility for planning and managing all resources and services, ensuring the quality and integrity of budgets and operational costs; providing cost effective and efficient operations; providing high quality public service; and developing a highly motivated staff, office budget, FOCMS and office succession plan.
• Develop office training plan and work direction, ensure appropriate staffing and office coverage, interview and select applicants for available positions, document and review performance, administer discipline, approve leave requests, and initiate personnel actions. Handle the more difficult customer service situations elevated by subordinates. Monitor supervisors and CSR 4 Leads, Train the Trainer, and lead teams or special projects.
• Ensure adequate building/office space, physical security, facilities maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting.

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees