Customer Service Section Supervisor
About The Position
Provide leadership and operational oversight to a team of Level 2 Support Specialists, ensures the accuracy, consistency, and timeliness of support and plays a key role in analyzing ticket data, identifying trends, and collaborating with product owners to improve systems, workflows, and customer experience. Operates in a fast-paced support and analysis environment with frequent interruptions and shifting priorities. May require occasional travel or on-site support at field offices. 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
- MVD policies, procedures, and MAX system.
- Driver licensing, title and registration, authorized presence, and related operational functions.
- Research, investigation and analysis of Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41, FMCSA's Rules and Regulations and other driver and vehicle systems.
- Google workspace.
- Strong analytical and critical thinking.
- Strong oral and written communication.
- Collaborate effectively with product owners and technical teams.
- Problem solving and decision-making abilities for complex or sensitive cases.
- Lead, coach, and develop a specialized support team.
- Interpret ticket data, identify patterns, and recommend solutions.
- Valid driver's license
- Fingerprint clearance required
Nice To Haves
- 2 years exp in Arizona State Service as a CSR or higher, or 4 years exp in a high visibility public contact setting in a regulatory or public service environment.
- A Bachelor’s degree in Business or Public Administration or related field will substitute for 2 years of the required work experience.
- Any combination of training and experience that meet the KSAs.
Responsibilities
- Supervise, mentor, and guide Level 2 Support; including workload assignment, performance monitoring, coaching, and staff development.
- Monitor workload and adjust staffing/resources to maintain service levels and response times.
- Participate in hiring, evaluations, and disciplinary actions in accordance with agency guidelines.
- Serve as a liaison between the Level 2 team, field offices, managers, training officers, and product owners.
- Oversee resolution of complex inquiries from field offices and indirect units.
- Review and approve escalated cases, ensuring proper documentation, research, and resolution quality.
- Assist directly in working and resolving tickets, particularly those requiring advanced troubleshooting or elevated knowledge.
- Conduct data analysis of support tickets to identify trends, recurring issues, training needs, system defects, or process inconsistencies.
- Collaborate with product owners and training officers to communicate trends, issues, enhancement requests, and user feedback.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
