Customer Service Section Supervisor

Arizona Department of Administration • Phoenix, AZ

4d • $51,638 • Hybrid

About The Position

The Customer Service Section Supervisor provides direct supervision to the Central Title Production Unit and backup support to the Abandoned Vehicle Unit. The role delivers courteous, accurate, and timely service while interpreting and ensuring compliance with statutes, rules, regulations, policies, and procedures related to abandoned vehicles, title and registration, and driver licensing in Arizona. The supervisor also provides expert technical support, researches and resolves inquiries, complaints, problems, errors, and potential fraudulent documents, and resolves unusual or complex customer issues, sometimes under adverse conditions.

The position manages personnel needs, including hiring, training, work assignments, performance monitoring, leave approvals, and employee relations and disciplinary matters. It oversees revenue accounting and deposits, develops and maintains training materials, evaluates work and performance standards, identifies training and operational concerns, and addresses them through policies, procedures, and training. The role also analyzes information and prepares reports and correspondence for upper management, and interprets and implements applicable laws, regulations, rules, and policies.

The position is based at the Vehicle & Title Service Support location in Phoenix and is open only to current, active ADOT employees. It may offer remote work within Arizona based on business needs and continued performance. Driving a state vehicle may be required.

Requirements

• Four years of progressive motor vehicle customer service experience.
• Two or more years of experience in a high-visibility public contact setting.
• Two or more years as a supervisor in a public service environment.
• Valid driver's license.
• Successful completion of a background check.
• Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Knowledge of the Arizona Management System and continuous improvement.
• Knowledge of federal and state statutes, regulations, codes, and standards related to the area of responsibility.
• Knowledge of MVD and program policies, procedures, and operations, including Third Party Program planning, design, implementation, and operation.
• In-depth knowledge of the structure and operation of the relevant sub-programs, professional standards and regulations, and operational systems and procedures.
• Ability to assess employee contributions and performance; plan, assign, and supervise others' work; motivate and direct subordinates; and monitor performance to make improvements or take corrective action.
• Ability to identify complex problems, review related information, evaluate options, and implement solutions.
• Ability to communicate and interact effectively with the public and communicate effectively in oral and written form.
• Skill in using software products and databases used by the program.
• Ability to plan, implement, and evaluate programs; direct and organize program activities; and establish goals and objectives.
• Ability to recognize, analyze, and solve problems and exercise sound judgment in critical decisions.
• Ability to analyze and prepare documents, reports, and correspondence, and to coach and mentor others.

Responsibilities

• Provide direct supervision to the Central Title Production Unit and provide backup support to the Abandoned Vehicle Unit.
• Provide courteous, accurate, and timely service and ensure compliance with applicable statutes, rules, regulations, policies, and procedures.
• Provide expert support for internal technical problems or concerns.
• Interview and select candidates; train and develop staff; assign and monitor work; track and measure individual and unit performance; approve leave; and document and resolve employee relations and disciplinary matters.
• Manage personnel needs and oversee daily accounting and deposits.
• Create and maintain training manuals and related materials; determine training needs; and evaluate and document work.
• Determine performance standards and acceptable levels through statistical review and performance measures, and address areas of concern through policies, procedures, and training programs.
• Research and resolve inquiries, problems, complaints, errors, and fraudulent document issues.
• Resolve unusual and complex customer complaints or problems, sometimes under adverse conditions.
• Compose correspondence and reports for upper management.
• Interpret, apply, and implement relevant program or operational rules, regulations, laws, and policies.
• Analyze, organize, and prioritize work while meeting multiple deadlines.

Benefits

• Sick leave
• Vacation and 10 paid holidays per year
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program)
• Health and dental insurance
• Retirement plan with mandatory participation in the Arizona State Retirement System
• Life insurance and long-term disability insurance
• Optional short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Potential remote work schedule, subject to management discretion and business needs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed