Customer Service Section Supervisor

Arizona Department of Administration • Phoenix, AZ

4d • $51,638 • Onsite

About The Position

This position is open to current, active ADOT employees only. The Customer Service Section Supervisor is responsible for supervising, quality control, best use of resources and consistent application of Arizona Revised Statutes (ARS), rules, regulations, policies and procedures, and measuring effectiveness of work performed by subordinate personnel. This role involves delegating work assignments, determining training needs, providing instruction and counseling staff, and enforcing motor vehicle laws within established guidelines. The supervisor is responsible for consistently resolving difficult complaints/problems, making administrative decisions, and disseminating statute interpretations. Additionally, the role includes participating in and processing customer transactions through the electronic TeleMVD service, conducting oral and telephonic interviews and/or investigations regarding violations, reviewing court documents, driver's records, and title and registration (T&R) printouts to correct driver improvement actions. The supervisor may also review accident reports to determine compliance with financial responsibility laws, and research and compose correspondence.

Requirements

• ARS Title 13, 28, 41 and Federal Motor Carrier Services Administration.
• MVD Operational policies and procedures, National Motor Vehicle Title License Information System, Electronic Lien Title, Commercial Driver's License Information System, Problem Driver Pointer System policies and procedures and MVD organization.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices and problem solving techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Motor Vehicle laws, rules and regulations.
• State and County Voter Registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles.
• Highly developed customer service.
• Strong oral and written communication.
• Research analysis and decision making.
• Proficient in computer software and Google Workspace.
• Leadership, multi-tasking and organization.
• Strong employee relations skills.
• Interpreting motor vehicle laws and regulations.
• Resolving compliant discrepancies and problems in an expedient manner.
• Supervising multi-location operations and subordinate staff.
• Management, personnel hiring and disciplinary practices.
• Appointment, Scheduling, and Queuing (ASQ) Dashboard Program to monitor agent performance standards.
• Utilize interpersonal skills to communicate effectively.
• Handle high TeleMVD station transaction as well as operate network/personal computer, calculator, fax, copier, credit card machines and multi-line telephone systems.
• Understand and apply ARS Titles 13, 28, 41.
• Learn and interpret CDL, PDPS and ELT policies and procedures and MVD organization.
• Background Check Required.
• 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.
• Must maintain acceptable driving records, and must complete all required driver training.
• Maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Over a year of experience as an MVD supervisor.

Responsibilities

• Supervise TeleMVD personnel; manage the daily work queue by scheduling staff, delegating transactions and processing TeleMVD customer transactions.
• Participate and conduct on the job training for new hires; conduct weekly coaching sessions agents; accumulate data and report statistics on activities completed in a workday.
• Research problem cases elevated by agents, supervisors and senior management; determine steps necessary to achieve eligibility and compliance for the issuance of either driving credential, vehicle registration, or reinstatement of driving privileges; explain compliance requirements and the rationale for such requirements, as well as the penalties for noncompliance.

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