Customer Service Section Supervisor

Arizona Department of Administration•Phoenix, AZ

12d•$45,000 - $55,000•Onsite

About The Position

The Customer Service Section Supervisor leads front-line operations at the Ben Avery Shooting Facility (BASF), a large publicly operated shooting facility in North Phoenix. The position provides administrative, operational, and supervisory support; supervises a customer service operations section; ensures high-quality public service; supports budget and procurement processes; and assists with facility programs and projects. This hands-on supervisory role requires leadership, coordination across internal units, and management of varied employee and administrative tasks under indirect or general supervision. The position is based at the Ben Avery Rifle & Pistol Range in Phoenix, Arizona. Work is full-time Wednesday through Sunday and may include mornings, afternoons, evenings, and holidays. Work takes place in a noisy outdoor environment and may involve extreme heat, cold, wind, or rain. The hiring salary range is $45,000–$55,000. The position is a regular appointment and is FLSA-exempt.

Requirements

Experience creating and maintaining work standards and procedures to implement front-counter program requirements.
Ability to compose agency correspondence and reports for upper management.
Understanding of customer-service principles and processes.
Ability to identify and communicate key requirements, establish metrics, and measure progress.
Knowledge of internal control structures and fiscal management.
Skills in supervising customer service representatives, including coaching, training, and performance management.
Analytical skills and understanding of data management, analysis, and database relationships.
Effective communication skills and ability to articulate requirements to internal and external customers.
Proficiency with payment processing, point-of-sale systems, and online customer databases.
Technical skills with Google suites.
Ability to supervise customer-facing programs and identify continuous process improvements in front-counter operations.
Leadership ability to implement program requirements across the organization and when interacting with internal and external customers.
Conflict-resolution skills and ability to resolve uncommon problems or challenges.
A Level 1 fingerprint clearance card is required.
Must be legally able to possess a firearm under 18 U.S. Code § 922(g).
Must possess and retain a current, valid state-issued driver’s license appropriate to the assignment.
New hires must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Baseline blood lead and zinc levels and a baseline hearing test are conducted at hire and annually thereafter.

Nice To Haves

At least 2 years of customer service and administrative experience, including supervisory responsibility.
Demonstrated growth in leadership duties and decision-making authority.
Independent, solution-oriented thinker with a collaborative mindset.
Adaptable, dependable, and positive “can-do” attitude.
Comfortable working with diverse teams and the public.

Responsibilities

Coordinate procurement through the Arizona Procurement Portal (APP), including entering requisitions, tracking purchase orders, resolving issues with the Procurement Division, receiving items, submitting accurate invoices to Accounts Payable, and ensuring orders are closed before fiscal year-end.
Support retail operations by entering products into the point-of-sale system, conducting inventory, creating requisitions and ordering resale items, monitoring costs and profit margins, assisting with store setup, and supporting positive and accurate customer experiences.
Collaborate with the Marketing Department on product design, merchandising, promotional activities, and program materials; update webpages and phone messages as needed.
Provide customer service by operating the register, checking in shooters, cleaning and stocking, registering campground users, processing user-group invoices, and responding to in-person and telephone inquiries about range operations, events, and campgrounds.
Assist with deposits, point-of-sale systems, and budget management.
Create, maintain, and update the section team's Huddle Board to support continuous improvement and performance tracking.
Conduct monthly one-on-one staff meetings, develop schedules, manage performance, and provide new-employee and ongoing training, coaching, and mentoring.
Develop and maintain spreadsheets and graphs tracking program and non-program information, including retail data, shooter counts, program metrics, and inventory.
Collect, analyze, and verify data for reporting, operational decisions, and departmental needs; conduct surveys and prepare reports.
Maintain shared drives and oversee records retention and destruction processes.
Perform additional duties as assigned to support facility operations and departmental goals.

Benefits

13 days of vacation
12 sick days
10 paid holidays
Tuition reimbursement program
Participation in the Arizona State Retirement System, with enrollment eligibility effective after 27 weeks of employment
Health care options
Vision care
Dental care
Pharmacy benefits
Flexible spending account options
Life insurance options
Long-term disability insurance options
Short-term disability insurance options
Paid parental leave program
Additional benefit programs