Customer Service Unit Supervisor

Arizona Department of Administration • Green Valley, AZ

4d • Onsite

About The Position

To provide direct supervision to the Customer Service Representatives (CSRs) assigned to an MVD Field Office providing various services including driver license (DL) service, title & registration (T&R) service, voter registration, ignition interlock, organ donor, Selective Service registration, authorized presence and fraudulent document identification. Resolution of day to day operational and customer service issues; application of applicable statutes, policies and procedures; adjustment of staff and other resources to meet the needs of the office; assignment of staff to training, rotational assignments, etc. Initiate personnel disciplinary actions; requiring clearance from higher level management: progressive disciplinary actions, responses to "delegation letters" from MVD Director's Office, contacts with the media, State contract disputes. This position may be required to drive a state-owned or personal vehicle in the course and scope of state business.

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 to approve or reject identity documents from foreign applicants for a DL & ID credentials
• Skill in Oral and written communication
• Skill in Customer and public relations
• Skill in Conflict and issue resolution
• Skill in Personnel management and development skills
• Skill in 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
• Must possess and retain a current, valid class-appropriate driver’s license
• Must complete all required training
• Must successfully pass all necessary driver’s license record checks
• Must maintain acceptable driving records
• Must complete all required driver training
• Shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11)
• Background check required
• 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 exp 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 the CSRs in providing both vehicle title and registration and driver license services
• Provide training and work direction
• 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 technologies implemented, and Central Processing Unit (CPU)
• Handle the more difficult customer service situations elevated 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: Mid Level