Customer Service Section Supervisor

Arizona Department of Administration • Tucson, AZ

6d • Onsite

About The Position

Supervise/monitor 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; 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. Works closely with FMCSA on annual CDL Audits to ensure there are no findings against Arizona on CDL Driving Records and also continually working with the American Association of Motor Vehicle Administrators (AAMVA) tracking, updating, and correcting CDL Drivers. Oversees the other states' transmissions (State to State) of driving records into the current system to ensure the transmission is downloaded correctly and to 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. Research and complete legislative analysis; participates in legislation implementation teams. Conducts testing and scenario writing for system updates and improvements. May be required to travel to include overnight stay.
Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

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 NMVTIS, ELT, CDLIS, 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.
• Skill in research and investigative skills; assess contributions and performance of employees.
• Skill in planning, assigning, and supervising the work of others.
• Skill in motivating and providing direction in the activities of subordinates to accomplish goals.
• Skill in monitoring and assessing the performance of individuals to make improvements or take corrective action.
• Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Skill in communicating and interacting effectively with members of the public.
• Skill in 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, ELT, NMVTIS policies and procedures and MVD organization.
• Ability to communicate effectively in both oral and written form with internal and external customers on the policies and procedures that pertains to customer records.
• Ability to plan, implement, and evaluate programs.
• Ability to direct and organize program activities.
• Ability to establish goals and objectives.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to exercise sound judgment in making critical decisions.
• Ability to analyze, organize and prioritize work while meeting multiple deadlines.
• Ability to analyze and prepare documents, reports and correspondence.
• Driving or the use of a vehicle as an essential function of the job.
• Possess and retain a current, valid class-appropriate driver’s license.
• Complete all required training.
• Successfully pass all necessary driver’s license record checks.
• Maintain acceptable driving records.
• 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

• 2+ years of MVD Supervisor or Lead experience is required.
• Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Title 13, 28, 41 and FMCSA.
• Certified completion of MAX classes, Authorized Presence class, Vehicle Level 1 inspection 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 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 AAMVA tracking, updating, and correcting CDL Drivers.

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: Mid Level
• Education Level: No Education Listed