Customer Service Unit Supervisor

State of Arizona Enterprise Technology (ASET); Surprise (AZ); On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Sick leave

Vacation with 10 paid holidays per yea

Paid Parental Leave

Health and dental insurance

Retirement plan

Life insurance and long-term-disabilit

Optional employee benefits

Job summary

Arizona Department of Transportation is seeking a Customer Service Unit Supervisor in Surprise, AZ to supervise CSRs delivering DL and Title & Registration services, as well as voter registration and related programs. The role ensures service quality, staffing, and compliance with statutes and policies.

You will train staff, manage disciplinary actions, prepare performance reports, and coordinate resources. Occasional driving of state vehicles may be required; driving checks and E-Verify apply.

Qualifications

• 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 for DL/ID identity documents.

Responsibilities

• Supervise CSRs in vehicle title/registration and DL services; provide training and direction.
• Oversee day-to-day operations at MVD using technologies implemented and CPU.
• Prepare reports on customer service activities and office production.
• Participate in task teams and special projects.
• Complete daily, monthly, and quarterly audits per Governor's Audit.

Skills

Division goals & objectives

Personnel management & relations

DL/ID policy knowledge

Tools

Google Workspace

Job description

DEPT OF TRANSPORTATION

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 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 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 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.