Job Description
DEPT OF TRANSPORTATION
Driving the future of transportation with a diverse and innovative team! CUSTOMER SERVICE UNIT SUPERVISOR Internal to Arizona State Employees Job Location:
Address: 4005 North 51st Avenue
Phoenix, AZ
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):
- Knowledge of Division and Program goals and objectives.
- Of personnel management, public relations1 customer relations, problem solving, interpersonal relations and motivational principles, processes and practices.
- Of applicable laws, rules, regulations, policies and procedures to approve or reject identity documents from foreign applicant, for a DL & ID credentials.
Skill In - Skills in oral and written communication.
- In customer and public relations.
- In conflict and issue resolution.
- In Personnel management and development skills.
- In the use of personal computers and the software used by the MVD Customer Service Program to include Google Workspace.
Ability To - Ability to respond to and resolve daily operational and customer service issues;
- To apply accurate statutes, policies and procedures.
- To coordinate work schedules, adjusting resources as necessary, and coordinate training activities.
- To administer disciplinary action as approved/authorized.
- To produce correspondence; respond to media contacts as authorized; and respond to contract concerns/disputes in coordination with Procurement management.
Selective Preference(s) Two years experience in Arizona State Service as a CSR or four 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 two years of the required work experience.
Any combination of training and experience that meet the KSAs.
Pre-Employment Requirements Valid Arizona Driver's License.
Fingerprint and background check required.
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).
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 srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.
Job Tags
Holiday work, Full time, Contract work, Temporary work, Work experience placement,