Customer Service Manager

Arizona Department of Administration • Casa Grande, AZ

5d • Onsite

About The Position

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. This position manages multiple Motor Vehicle Division (MVD) Field Offices that provide various services. The role controls office expenditures, develops and administers a Field Office Continuous Monitoring Systems (FOCMS), and provides oversight to meet office productivity, quality customer service, and audit and control goals and standards. Responsibilities include reviewing and monitoring the collection, accounting, safeguarding and depositing of revenue funds, and the summarization, analysis and review of data for preparing management reports. The position interprets, applies, and implements relevant program rules, regulations, laws and policies. It also reviews problems presented by the public, interprets statutes and regulations, resolves problems, and makes determinations. The role involves conducting oral interviews and/or investigations regarding violations of state motor vehicle laws, rules and regulations, and counseling with citizens regarding their responsibilities and driving habits. Driving a state vehicle for travel is required.

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 & expenditures, MVD budget, Division & Program goals & objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes & practices.
• Ability to approve or reject identity documents from domestic & foreign applicants for DL & ID credentials.
• Knowledge of Program & other performance metrics, goals/targets, and variance reporting.
• Knowledge of Training, leadership, hiring, disciplinary policies & procedures.
• Knowledge of Continuous Process Improvement.
• Skill in research and analysis.
• Skill in oral and written communication.
• Skill in organization of work space and materials and time management.
• Skill in report preparation.
• Skill in interviewing, hiring and training new employees in work processes.
• Skill in counseling and disciplining employees.
• Skill in computer operation using Microsoft Office programs and MVD databases.
• Skilled in Google Workspace and Microsoft.
• Skilled 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, 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.
• Two years of direct supervisory experience.
• 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.
• Maintain acceptable driving records.
• Maintain the statutorily required liability insurance if operating a personally owned vehicle on state business.
• Background and Fingerprint clearance required.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

• Manage multiple MVD Field Offices through subordinate supervisors and CSR 4 Leads, including responsibility for planning and managing all resources and services.
• Ensure the quality and integrity of budgets and operational costs; providing cost effective and efficient operations.
• Provide high quality public service and develop 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.
• Investigate 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