Customer Service Section Supervisor

State of Arizona Enterprise Technology (ASET); Phoenix (AZ); On-site; USD 46,000 - 57,000; Full time

Benefits offered by this job

Sick leave

Vacation with holidays

Paid Parental Leave

Health and dental insurance

Retirement plan

Life and long-term disability

Optional benefits

Job summary

Arizona Department of Transportation seeks a Customer Service Section Supervisor to oversee TeleMVD operations, coaching staff, and ensure timely, compliant handling of driving credentials and vehicle registrations.

The role requires supervising, evaluating processes, and resolving complex customer issues while coordinating with other units and maintaining high service standards in a fast-paced environment.

Qualifications

• Experience supervising MVD or equivalent operation.
• Strong customer service and problem-solving abilities.
• Ability to train and coach staff and manage performance data.
• Familiarity with ARS Titles 13, 28, 41 and related regulations.
• Proven ability to handle high-volume telephonic and in-person service.

Responsibilities

• Supervise TeleMVD personnel and manage daily work queue.
• Lead on-the-job training, conduct coaching sessions, and report performance statistics.
• Resolve complex cases and ensure compliance with driving credentials and registrations.
• Review driver records, court documents, and related ARS obligations as needed.
• Oversee customer transactions through TeleMVD systems and ensure quality control.

Skills

Customer service

Communication

Research & analysis

Google Workspace

Leadership

Public relations

ASQ dashboard

Employee relations

Hiring & discipline

Staff supervision

Tools

MVD software

NMVTIS/ELT/PDPS

Job description

Pre-Employment Requirements

Background Check Required.

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.
Check out a day in the life of our Motor Vehicle Division employees truly thriving!

Customer Service Section Supervisor

• This position is open to Current, Active ADOT employees Only*

Job Location

Customer Service Administration
1801 W. Jefferson
Phoenix, AZ 85007

Posting Details

Salary: $51,637.87
Grade: 20
Closing Date: Oct 19, 2026

Job Summary

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. Participates and process customer transactions through the electronic TeleMVD service. 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.

Job Duties

Supervise TeleMVD personnel; manage the daily work queue by scheduling staff, delegating transactions and processing TeleMVD customer transactions.

Participate and conduct on the job training for new hires; conduct weekly coaching sessions agents; accumulate data and report statistics on activities completed in a workday.

Research problem cases elevated by agents, supervisors 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.

Knowledge Of

• ARS Title 13, 28, 41 and Federal Motor Carrier Services Administration.
• 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.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices and problem solving techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Motor Vehicle laws, rules and regulations.
• State and County Voter Registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles.

Skill In

• Highly developed customer service.
• Strong oral and written communication.
• Research analysis and decision making.
• Proficient in computer software and Google Workspace.
• Leadership, multi-tasking and organization.
• Strong employee relations skills.
• Interpreting motor vehicle laws and regulations.
• Resolving compliant discrepancies and problems in an expedient manner.
• Supervising multi-location operations and subordinate staff.
• Management, personnel hiring and disciplinary practices.
• Appointment, Scheduling, and Queuing (ASQ) Dashboard Program to monitor agent performance standards.

Ability To

• Utilize interpersonal skills to communicate effectively.
• Handle high TeleMVD station transaction as well as operate network/personal computer, calculator, fax, copier, credit card machines and multi-line telephone systems.
• Understand and apply ARS Titles 13, 28, 41.
• Learn and interpret CDL, PDPS and ELT policies and procedures and MVD organization.

Selective Preference(s)

Over a year of experience as an MVD supervisor.

Pre-Employment Requirements

Background Check Required.

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. 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).

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

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [e-mail] or phone call at [phone] option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling [phone] option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.