Customer Service Unit Supervisor

Arizona Department of Administration • Phoenix, AZ

1d • $43,099 • 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.
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 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
• Knowledge of 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.
• 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.
• Any employee operating a motor vehicle on State business 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.
• The license must be current, unexpired, and neither revoked nor suspended.
• 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 (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• 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 or 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 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