Customer Service Unit Supervisor

State of Arizona Enterprise Technology (ASET); Phoenix (AZ); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Sick leave

Vacation with holidays

Paid parental leave

Job summary

Arizona Department of Transportation is seeking a Customer Service Unit Supervisor for the Motor Vehicle Administration offices in Phoenix. This role provides direct supervision to CSRs handling DL, title/registration, and related services, ensuring staffing, training, and performance management in a fast-paced public setting.

The position emphasizes leadership, adherence to statutes and policies, and the ability to coordinate resources, dispatch disciplinary actions when required, and drive

Qualifications

• Strong communication skills, written and verbal, for public interaction and inter-office coordination.
• Experience in customer service leadership and decision making in a public sector setting.
• Knowledge of applicable laws, rules, regulations, policies and procedures.
• Ability to evaluate and approve or reject identity documents for DL/ID credentials.

Responsibilities

• Supervise CSRs delivering vehicle title/registration and driver license services; train staff and manage performance.
• Oversee daily operations at MVD using implemented technologies and CPU; handle difficult customer situations.
• Prepare reports on customer service activities and office production; participate in audits and special projects.

Skills

Oral and written communication

Customer relations

Conflict resolution

Personnel management

Google Workspace

Education

Bachelor's degree in Business or Public Administration

Tools

Google Workspace

Job description

DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

CUSTOMER SERVICE UNIT SUPERVISOR

• Open to CURRENT ADOT EMPLOYEES Only**

Job Location

Motor Vehicle Administration

4005 N 51st Ave

Phoenix, AZ 85031

Posting Details

Salary: $43,099.06

Grade: 18

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. 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.

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 Of

Knowledge, Skills & Abilities (KSAs):

• 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.
• Approve or reject identity documents from foreign applicants for DL & ID credentials.

Skills In

• Oral and written communication.
• Customer and public relations.
• Conflict and issue resolution.
• Personnel management and development skills.
• 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.
• 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 to media contacts as authorized; and respond to contract concerns/disputes in coordination with Procurement management.

Selective Preference(s)

The ideal candidate will have 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.

Pre-Employment Requirements

A current Arizona Driver's license.

Fingerprint clearance required.

As this position requires driving or the use of a vehicle as an essential function of the job, then 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 pilot 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.