Customer Service Section Supervisor

Arizona Department of Administration • Phoenix, AZ

1d • $51,638 • Hybrid

About The Position

Supervise/monitor/coach direct reports and the day-to-day operations of the MVD Support Services that provides technical support and assistance to MVD Field Offices, Courts, Law Enforcement, Federal Motor Carrier Safety Administration (FMCSA) and other government entities out of state. May be required to travel to include overnight stay.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

• Knowledge of Arizona Management System and Continuous Improvement.
• Knowledge of Federal and state statutes (FMCSA, A.R.S. Title 13, 28, 41) regulations, codes and standards related to the area of responsibility.
• Knowledge of MVD and Program policies, procedures and operations, related to National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS).
• In-depth knowledge of the structure and operation of the sub-programs for which this position is responsible.
• Knowledge of Professional standards and regulations.
• Knowledge of Operational systems and procedures.
• Research and investigative skills; assess contributions and performance of employees.
• Plan, assign, and supervise the work of others.
• Motivate and provide direction in the activities of subordinates to accomplish goals.
• Monitoring and assessing the performance of individuals to make improvements or take corrective action.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Communicate and interact effectively with members of the public.
• Use of Google Workspace, Microsoft Office, including Word Excel and Outlook, and software and databases used by the Program.
• Ability to understand and apply A.R.S. Titles 13, 28, 41 and FMCSA.
• Ability to learn and interpret CDL, PDPS, NMVTIS policies and procedures and MVD organization.
• Communicate effectively in both oral and written form with internal and external customers on the policies and procedures that pertain to customer records.
• Plan, implement, and evaluate programs.
• Direct and organize program activities.
• Establish goals and objectives.
• Recognize, analyze, and solve a variety of problems.
• Exercise sound judgment in making critical decisions.
• Analyze, organize and prioritize work while meeting multiple deadlines.
• Analyze and prepare documents, reports and correspondence.
• Must have a valid Driver's License.
• Background and Fingerprint clearance.
• Any employee operating a motor vehicle on State business 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.
• The license must be current, unexpired, and neither revoked nor suspended.
• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training.
• An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• 2+ years of MVD Supervisor or Lead experience preferred.
• Experienced in research and investigative of analyzing MVR (Motor Vehicle Records) that pertain to A.R.S. Titles 13, 28, 41 and FMCSA.
• Certified completion of MAX series, Authorized Presence class, and any other internal customer service and knowledge classes presented by MVD.

Responsibilities

• Responsible for monitoring the activities of the units, creating and conducting training presentations through webinars and monthly in service sessions; conducts performance evaluations and progressive discipline if necessary.
• Resolves unusual and complex customer complaints or problems under sometimes adverse conditions.
• Oversees other states' transmissions of driving records into the current 50 system to ensure the transmission is downloaded correctly and address any records that impact Arizona or the driver of that state by researching, correcting or communicating with the state of record or corresponding with the customer.
• Work closely with FMCSA on annual CDL Audits to ensure there are no findings against Arizona on CDL Driving Records and also continually works with the American Association of Motor Vehicle Administrators (AAMVA) tracking, updating, and correcting CDL Drivers.
• This position also creates and participates in training external State Agencies through Web-X on topics related to MVD Support Services.
• Research and complete legislative analysis; participates in legislation implementation teams.
• Conducts testing and scenario writing for system updates and improvements.

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