CUSTOMER SERVICE UNIT SUPERVISOR

Arizona Department of Administration • Tucson, AZ

3d

About The Position

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; delegates work assignments, determines training needs,
provides instruction and counsels staff, also enforces motor vehicle laws within
established guidelines; responsible for consistently resolving difficult
complaints/problems, for making administrative decisions, and statute
interpretations disseminated. Conduct oral and telephonic interviews and/or
investigations regarding violations; review court documents, driver's records,
and title and registration (T&R) printouts to correct driver improvement
actions; may review accident reports to determine compliance with financial
responsibility laws; research and compose correspondence, perform related work
as required. Operate a computer for data storage and retrieval.

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: ARS Title 13, 28, 41 and Federal Motor Carrier Services Administration.
• Knowledge of: 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.
• Knowledge of: Applicable MVD software, databases, screens and codes.
• Knowledge of: Public relations office practices and problem solving techniques.
• Knowledge of: Practices for control and security of equipment, facilities, cash, forms and records.
• Knowledge of: Motor Vehicle laws, rules and regulations.
• Knowledge of: State and County Voter Registration policies and procedures.
• Knowledge of: Principles and practices of effective public administration, supervisory principles and techniques.
• Knowledge of: Management, personnel hiring and disciplinary practices.
• Knowledge of: Symposium Contact Center Web Based Program to monitor agent performance standards.
• Skills in: Highly developed customer service.
• Skills in: Strong oral and written communication.
• Skills in: Research analysis and decision making.
• Skills in: Proficient in computer software and Google Workspace.
• Skills in: Leadership, multi-tasking and organization.
• Skills in: Employee relations.
• Skills in: Interpreting motor vehicle laws and regulations.
• Skills in: Resolving compliant discrepancies and problems in an expedient manner.
• Skills in: Supervising multi-location operations and subordinate staff.
• Ability to: Utilize interpersonal skills to communicate effectively.
• Ability to: Handle high call volumes as well as operate network/personal computer, calculator, fax, copier, credit card machines and multi-line telephone systems.
• Ability to: Understand and apply ARS Titles 13, 28, 41.
• Ability to: Learn and interpret Commercial Drivers Licensing and Problem Driver Pointer System policies and procedures.
• Ability to: Coach and develop employees, including continuous improvement practices and principles
• Valid Arizona Driver's License. Background check required.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• One or more years served in a supervisory capacity.

Responsibilities

• Supervise Level 2 Contact Center personnel
• Approve, reject or deny T&R applications and legal documents in order to assure compliance to ARS and MVD directives, rules, regulations, policies and procedures
• Assure security, integrity and confidentiality of assigned inventories, MVR and computer records and computer terminal access.
• Participate and conduct on the job training for new hires
• Conduct weekly coaching sessions for each agent
• Accumulate data and report statistics on activities completed in a workday.
• Research problem cases elevated through Customer Service Leads, Level 2 Agents, 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
• Number of Employees: 501-1,000 employees