Customer Service Section Supervisor

Arizona Department of Administration • Phoenix, AZ

5d • 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 provides courteous, accurate, and timely service; interprets and ensures compliance with applicable statutes, rules, regulations, policies, and procedures related to abandoned vehicles, title and registration, and driver licensing in Arizona; and provides technical support for internal problems and concerns.

The supervisor manages personnel needs, including recruiting, selecting, training, assigning, and monitoring staff work, evaluating performance, approving leave, and addressing employee relations and disciplinary matters. The position oversees daily accounting and deposits, maintains training materials, determines training needs and performance standards, and addresses areas of concern through policies, procedures, and training programs.

The role researches and resolves inquiries, complaints, errors, and potential fraudulent documents; handles unusual or complex customer problems, sometimes under adverse conditions; prepares correspondence and reports for upper management; and interprets and implements relevant rules, regulations, laws, and policies. The position may require driving a state vehicle. Remote work within Arizona may be available based on business needs and continued performance.

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 of supervisory experience in a public service environment.
• A valid driver's license.
• Successful completion of a background check.
• Successful completion of the Electronic Employment Eligibility Verification Program (E-Verify) for newly hired State employees.
• 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 related to Third Party Program planning, design, implementation, and operation.
• In-depth knowledge of the structure and operation of the assigned sub-programs.
• Knowledge of professional standards and regulations, and operational systems and procedures.
• Skill in assessing employee contributions and performance; planning, assigning, and supervising work; motivating and directing staff; and monitoring performance to improve results or take corrective action.
• Skill in identifying complex problems, evaluating information and options, and implementing solutions.
• Skill in communicating and interacting effectively with members of the public and using program software products and databases.
• Ability to communicate effectively in oral and written form; plan, implement, and evaluate programs; and direct and organize program activities.
• Ability to establish goals and objectives, recognize and solve problems, and exercise sound judgment in critical decisions.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines; prepare documents, reports, and correspondence; and coach and mentor others.

Responsibilities

• Directly supervise the Central Title Production Unit and provide backup 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 and concerns.
• Interview and select candidates; train and develop staff; assign and monitor work; and track and measure individual and unit performance.
• Approve leave requests 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.
• Establish performance standards and acceptable performance levels using statistical review and performance measures.
• Address areas of concern through policies, procedures, and training programs.
• Research and resolve inquiries, problems, complaints, errors, and fraudulent document identification.
• 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.

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 through mandatory participation in the Arizona State Retirement System (ASRS).
• 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 approval, business needs, and continued performance.

What This Job Offers

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