CUSTOMER SERVICE UNIT SUPERVISOR

State of Arizona; United States; Hybrid; USD 50,000 - 62,000; Full time

Benefits offered by this job

Sick leave

Vacation with 10 paid holidays per yer

Health and dental insurance

Retirement plan

Life insurance and long-term-dis-

Short-term disability insurance

Deferred compensation plans

Supplemental life insurance

Job summary

Industrial Commission of Arizona is seeking a Customer Services Unit Supervisor in Phoenix to manage the Intake Unit, oversee workloads, and ensure timely processing across Wage Claim and related programs.

The role supports remote work within Arizona as needed, with a focus on performance measures and staff development. Must have strong supervisory and procedural skills and experience with high-volume processing.

Qualifications

• Time and case management across a high-volume intake unit.
• Strong written and verbal communication for public inquiries.
• Ability to analyze workflows and improve procedures.

Responsibilities

• Manage the Intake Unit workload across programs.
• Monitor workflow to ensure timely submissions.
• Address public inquiries promptly and accurately.
• Review work for accuracy and compliance.
• Supervise and evaluate Intake staff annually; initiate corrective actions.
• Draft and update standard work procedures; train staff.

Skills

Time and case management

Written communication

Verbal communication

Analytical skills

Organizational skills

Tools

Salesforce

Job description

INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health and welfare of the employees in the State of Arizona? The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICES UNIT SUPERVISOR

Job Location:
Labor Division
Address: 800 W. Washington St.
Phoenix, AZ 85007

Posting Details:
Salary: $56,100.10
Grade: 18
Closing Date: November 24, 2026

Job Summary:

The Labor Department is responsible for the statewide implementation and enforcement of the Wage Claim, Youth Employment, Minimum Wage, Earned Paid Sick Time, Retaliation and Payment Compliance programs. This position is responsible for supervising, administering, and performing day to day tasks integral to the operations of the Intake Unit. This position is responsible for managing the Intake Unit workload across all programs.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Job Duties:

• Manage the workload.
• Monitor the workflow to ensure timely submissions.
• Ensure all public inquiries are addressed timely and accurately.
• Review work for accuracy.
• Ensure checks and judgements are processed timely.
• Conduct yearly retention for all programs.
• Draft and update standard work procedures.
• Prepare invoices and purchasing orders for supplies and equipment.
• Supervise and evaluate Intake staff annually; initiate corrective action measures when necessary.
• Defuse and resolve difficult customer problems and adverse situations.
• Examine documents and other evidence presented; confirm accurate interpretation of statutes and rules.
• Improve team performance, conduct training, analyze procedures and processes.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Techniques and practices for managing and supervising a unit responsible for processing a high volume of claims and complaints across multiple programs.
• Arizona Labor Department’s statutes, rules and policies is preferred.
• Arizona administrative practices, procedures and personnel rules and requirements is preferred.

Skill in:

• Written communication with strengths in proper grammar.
• Time and case management.
• Assessing work situations and rendering appropriate problem-solving techniques.
• Develop and implement training.
• Effective verbal communication.
• Logic and analytical skills.
• Organizational skills.
• Basic math and accounting skills.
• Use of various computer programs i.e., Microsoft Office and Google Docs.
• Salesforce is preferred.

Ability to:

• Work independently.
• Establish and maintain cooperative and effective working relationships with others.
• To effectively manage and motivate staff to reach department goals.
• Meet established timelines.
• Understand and work within scope of authority.
• Work confidentially with discretion.
• Analyze and resolve difficult customer problems and adverse situations.
• Apply statutes, rules and procedures.
• Solve complex problems and analyze issues.
• Work under pressure.
• Decipher factual and relevant evidence.

Selective Preference(s):

• The ideal candidate will have prior supervisory experience and Salesforce experience.

Pre-Employment Requirements:

Arizona Driver's License: Must possess valid Arizona Driver's License. Required In-state and out-of-state travel is required. Requires possession of and ability to retain a current, valid state-issued driver's license appropriate to the assignment. Employees who drive on state business are subject to driver's license record checks, must complete any required driver training (See Arizona Administrative Code R2-10-207 (12). Employees may be required to use their own transportation, as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.

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
• 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Retirement:

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

Contact Us:

If you have any questions please feel free to call 602-542-5559 or email [e-mail] for assistance.