Customer Service Section Supervisor

Arizona Department of Administration • Phoenix, AZ

3d • Onsite

About The Position

The Customer Service Section Supervisor supervises TeleMVD personnel and oversees quality control, resource use, and consistent application of Arizona laws, rules, policies, and procedures. The role assigns and monitors work, identifies training needs, coaches and counsels staff, measures work effectiveness, and makes administrative decisions and statute interpretations. The supervisor also resolves difficult customer complaints and problems and processes customer transactions through the electronic TeleMVD service.

The position conducts oral and telephone interviews or investigations concerning violations; reviews court documents, driver records, title and registration printouts, and, when needed, accident reports; researches cases; and composes correspondence. It determines the actions needed to establish eligibility and compliance for driving credentials, vehicle registration, or reinstatement of driving privileges, and explains requirements and consequences to customers.

Requirements

• Over a year of experience as an MVD supervisor (selective preference).
• Knowledge of Arizona Revised Statutes Titles 13, 28, and 41; motor vehicle laws, rules, and regulations; and Federal Motor Carrier Services Administration.
• Knowledge of MVD operational policies and procedures, including National Motor Vehicle Title License Information System, Electronic Lien Title, Commercial Driver’s License Information System, and Problem Driver Pointer System.
• Knowledge of MVD software, databases, screens, and codes; public relations and problem-solving practices; equipment, facility, cash, form, and record security; voter registration policies; public administration; and supervisory principles.
• Highly developed customer service, oral and written communication, research, analysis, decision-making, leadership, multitasking, organization, and employee relations skills.
• Proficiency with computer software and Google Workspace.
• Ability to interpret motor vehicle laws and regulations; resolve compliance discrepancies and problems promptly; supervise multi-location operations and subordinate staff; and apply management, hiring, and disciplinary practices.
• Ability to use the Appointment, Scheduling, and Queuing (ASQ) Dashboard Program to monitor agent performance standards.
• Ability to communicate effectively, handle a high volume of TeleMVD station transactions, and operate a network or personal computer, calculator, fax, copier, credit card machines, and multi-line telephone systems.
• Ability to understand and apply Arizona Revised Statutes Titles 13, 28, and 41, and learn and interpret CDL, PDPS, and ELT policies and procedures and the MVD organization.
• Background check required.
• Must possess and retain a current, valid, class-appropriate driver’s license, complete required driver training, pass required driving-record checks, and maintain an acceptable driving record when operating a vehicle on State business.
• Employees using a personally owned vehicle on State business must maintain the required liability insurance.
• Newly hired State employees must successfully complete E-Verify.

Nice To Haves

• Over a year of experience as an MVD supervisor.

Responsibilities

• Supervise TeleMVD personnel and manage the daily work queue by scheduling staff, delegating transactions, and processing customer transactions.
• Provide on-the-job training for new hires and conduct weekly coaching sessions with agents.
• Collect data and report statistics on daily activities.
• Research problem cases raised by agents, supervisors, and senior management.
• Determine actions necessary to achieve eligibility and compliance for driving credentials, vehicle registration, or reinstatement of driving privileges.
• Explain compliance requirements, their rationale, and penalties for noncompliance.
• Oversee quality control, resource use, consistent application of laws and policies, and effectiveness of work performed by subordinate personnel.
• Delegate work, determine training needs, instruct and counsel staff, and make administrative decisions and statute interpretations.
• Resolve difficult complaints and problems.
• Conduct oral and telephone interviews or investigations regarding violations; review relevant court documents, driver records, title and registration printouts, and accident reports as needed.
• Research and compose correspondence.

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; participation in the Arizona State Retirement System (ASRS) is mandatory.
• Life insurance and long-term disability insurance.
• Optional 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