Customer Service Unit Supervisor

Arizona Department of Administration • Phoenix, AZ

1d • $43,099 • Onsite

About The Position

This position provides direct supervision to Customer Service Representatives (CSRs) in an MVD Field Office, handling services such as driver's licenses, title and registration, voter registration, ignition interlock, organ donor, Selective Service registration, authorized presence, and fraudulent document identification. The role involves resolving daily operational and customer service issues, applying statutes, policies, and procedures, adjusting staff and resources to meet office needs, and assigning staff to training and rotational assignments. The supervisor is also responsible for initiating personnel disciplinary actions, requiring clearance from higher management, and handling progressive disciplinary actions, responses to delegation letters, media contacts, and state contract disputes. This position may require driving a state-owned or personal vehicle for business purposes. The role emphasizes modeling ADOT values through leadership, coaching, and developing problem-solvers to foster a continuous improvement culture, accountability, transparency, communication, and an inclusive, diverse, and safe environment.

Requirements

• Knowledge of Division and Program goals and objectives.
• Knowledge of personnel management, public relations, customer relations, problem solving, interpersonal relations and motivational principles, processes and practices.
• Knowledge of applicable laws, rules, regulations, policies and procedures.
• Ability to approve or reject identity documents from foreign applicants for DL & ID credentials.
• Skills in oral and written communication.
• Skills in customer and public relations.
• Skills in conflict and issue resolution.
• Skills in personnel management and development.
• Skills in the use of personal computers and the software used by the MVD Customer Service Program to include Google Workspace.
• Ability to respond to and resolve daily operational and customer service issues.
• Ability to apply accurate statutes, policies and procedures.
• Ability to coordinate work schedules, adjusting resources as necessary, and coordinate training activities.
• Ability to administer disciplinary action as approved/authorized.
• Ability to produce correspondence, respond to media contacts as authorized, and respond to contract concerns/disputes in coordination with Procurement management.
• A current Arizona Driver's license.
• Fingerprint clearance required.
• 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 if driving a state-owned or personal vehicle.
• 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.
• 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 experience in Arizona State Service as a CSR
• 4 years experience in a high visibility public contact setting in a regulatory or public service environment one year of which must have been in a supervisory capacity.
• 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 the activities of CSRs in providing vehicle title and registration and driver license services.
• Provide training and work direction to CSRs.
• Ensure appropriate staffing and office coverage.
• Document and review performance appraisals.
• Administer discipline.
• Approve leave requests and employee time entry.
• Initiate personnel actions.
• Oversee day-to-day operations at MVD using implemented technologies and the Central Processing Unit (CPU).
• Handle difficult customer service situations escalated by subordinates.
• Prepare and submit reports related to customer service activities and office production levels.
• Participate in task teams and special projects.
• Complete daily, monthly, and quarterly audits per the Governor's Audit.

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