Customer Service Unit Supervisor

State of Arizona; Nogales (AZ); On-site; USD 39,000 - 47,000; Full time

Job summary

State of Arizona, Department of Transportation in Nogales, AZ, seeks a Customer Service Unit Supervisor to oversee CSRs delivering DL, title/registration, and public service programs.

The role requires strong leadership, knowledge of relevant statutes, and the ability to allocate staff and resources to meet office needs. Pre-employment clearance and driving may be required.

Qualifications

• Experience supervising CSRs in a field office setting.
• Knowledge of driver license and title/registration processes.
• Ability to apply statutes and procedures to document screening.

Responsibilities

• Supervise CSRs providing both vehicle title/registration and DL services.
• Oversee day-to-day operations and utilize CPU/ MVD software.
• Prepare reports and audits; participate in projects and adverse action decisions.

Skills

Oral & written comms

Customer relations

Conflict resolution

Staff management

Google Workspace

Education

Bachelor’s in Business or Public Admin

Tools

MVD CS Software

Job description

DEPT OF TRANSPORTATION

Customer Service Unit Supervisor

Job Location:

MOTOR VEHICLE DIVISION
3030 N. Grand Ave
Nogales, Arizona 85621

Posting Details:

Anticipated Salary:$43,099.06

Grade: 18

Closing Date: October 29, 2026

Job Summary:

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. initiates personnel disciplinary actions, securing required higher-level management clearance for progressive discipline, MVD Director's Office delegation letters, media contacts, and State contract disputes. This position may be required to drivea state-owned or personal vehicle in the course and scope of state business.

Job Duties:

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.

Knowledge, Skills & Abilities (KSAs):

Knowledge Of:

• Division and Program goals and objectives
• Personnel management, public relations, customer relations, problem solving, interpersonal relations and motivational principles, processes and practices
• Applicable laws, rules, regulations, policies and procedures to approve or reject identify documents from foreign applicants for a DL & ID credentials

Skill In:

• Oral and written communication
• Customer public relations
• Conflict and issue resolution
• Personnel management and development skills
• 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
• Apply accurate statutes, policies and procedures
• Coordinate work schedules, adjusting resources as necessary, and coordinate training activities
• Administer disciplinary action as approved/authorized
• Produce correspondence; respond media contacts as authorized; and respond to contract concerns/disputes in coordination with Procurement management

Selective Preference(s):

• 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 supervisor 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 KSA's

Pre-Employment Requirements:

Fingerprint Clearance Card is 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:

The Arizona Department of Administration offers a comprehensive benefits package to include:

• 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.