CUSTOMER SERVICE SECTION SUPERVISOR

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DEPT OF TRANSPORTATION

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

CUSTOMER SERVICE SECTION SUPERVISOR

Job Location:

Address: 16380 N 59TH AVE City: GLENDALE

Posting Details:

Salary: $43,099.06

Grade: 20

Job Summary:

To provide direct supervision to the Customer Service Representatives (CSRs) assigned to an MVD Field Office providing various services including driver license service, title & registration 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 the MVD Director's Office, contacts with the media, 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. 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.

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.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

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 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 motivational principles, processes, and practices.
• Applicable laws, rules, regulations, policies, and procedures to 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.
• 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, adjust 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.
• Ability to coach and develop employees, including continuous improvement practices and principles

Selective Preference(s):

2 years experience 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 meets the KSAs.

Pre-Employment Requirements:

Must have and maintain a valid Arizona driver's license.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, 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).: Driver's License Requirements.

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

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:

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us:

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 (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.