Customer Service Manager

Arizona Department of Administration • Casa Grande, AZ

7d • $57,447 • Onsite

About The Position

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, and audit and control goals and standards.

Reviews and monitors the collection, accounting, safeguarding 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 for travel.

Requirements

• Knowledge of: MVD & ADOT policies & procedures related to Driver Licenses, Title & Registration, Customer Service Operations, and other business areas.
• ARS, Title 28, AAC and transportation laws.
• Basic management functions, revenue & expenditures, MVD budget, Division & Program goals & objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes & practices.
• To approve or reject identity documents from domestic & foreign applicants for DL & ID credentials.
• Program & other performance metrics, goals/targets, and variance reporting.
• Training, leadership, hiring, disciplinary policies & procedures.
• Continuous Process Improvement.
• Skill in: Research and analysis.
• Oral and written communication.
• Organization of work space and materials and time management.
• Report preparation.
• Interviewing, hiring and training new employees in work processes.
• Counseling and disciplining employees.
• Computer operation using Microsoft Office programs and MVD databases.
• Skilled in Google Workspace and Microsoft.
• 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.
• Evaluate to improve unit performance and satisfy customer needs.
• Write, review and revise summary reports, transmit information to the appropriate business area.
• Lead, motivate and inspire a diverse group of people, create and execute action plans to address office performance gaps.
• Respond to media contacts as authorized and respond to contract concerns and/or disputes with Procurement management.
• 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.
• Must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks.
• Background and Fingerprint clearance required.
• Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Two years of direct supervisory experience.

Responsibilities

• Through subordinate supervisors and CSR 4 Leads, 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. Provide back-up for supervisors and CSR 4 Leads wherever and whenever needed to maintain production and minimize customer service wait times. Investigates fraudulent driver's license applications.
• Through subordinate supervisors and CSR 4 Leads, responsible for the management of inventory, daily accounting, safekeeping and daily deposits of funds, the preparation of management and operational reports. Responsible for the oversight of ensuring the functionality and maintenance of office equipment and computer applications; for ensuring the office is in compliance with audit controls and department procedures.

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