Customer Service Unit Supervisor

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

Benefits offered by this job

Paid parental leave

Health and dental insurance

Retirement plan

Vacation and sick leave

Life insurance

Job summary

The Arizona Department of Transportation is looking for a Customer Service Unit Supervisor in Surprise, AZ. This role demands strong supervisory skills, overseeing Customer Service Representatives and ensuring efficient service provision.

You will directly address operational issues, manage personnel functions, and handle challenging customer interactions. The position includes a comprehensive benefits package and requires a valid driver's license.

Qualifications

• 2 years experience in Arizona State Service as a CSR or 4 years in a public contact setting, including supervisory experience.
• Knowledge of public relations, problem-solving, and motivational principles.
• Ability to apply regulations and provide management oversight.

Responsibilities

• Supervise Customer Service Representatives at the MVD.
• Document and review performance and manage staffing.
• Handle elevated customer service situations.

Skills

Supervisory skills

Customer relations

Conflict resolution

Communication skills

Personnel management

Education

Bachelor's degree in Business or Public Administration

Tools

Google Workspace

Job description

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 Unit Supervisor
*This position is open to current active ADOT employees only

Job Location:

Address: Motor Vehicle Division
13009 W. Bell Rd.
Surprise, AZ 85378

Posting Details:

Salary: $43,099.06

Grade: 18

Closing Date: 10/14/2026

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 drive a 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 identity documents from foreign applicants for a DL & ID credentials.

Skill in:

• Oral and written communication
• Customer and 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 to media contacts as authorized; and respond to contract concerns/disputes in coordination with Procurement management.

Selective Preference(s):

2 years exp in Arizona State Service as a CSR or 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.

Pre-Employment Requirements:

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). Fingerprint clearance required. 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 programhere. 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.