Customer Service Unit Supervisor

DEPT OF TRANSPORTATION Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Customer Service Unit Supervisor (Open to CURRENT ADOT EMPLOYEES Only) Job Location

Motor Vehicle Administration 50 S. Beck Ave. Chandler, AZ 85226

Salary: $43,099.06

Grade: 18

Closing Date: 03/03/2026

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.

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:

• Division and Program goals and objectives.
• Personnel management, problem solving, and interpersonal relations.
• Motivational principles, processes and practices.
• Applicable laws, rules, regulations, policies and procedures.
• Approve or reject identity documents from applicants for a DL & s.

Skills in:

• Oral and written communication.
• Customer and public relations.
• Conflict and issue resolution.
• Personnel management with development skills.
• The use of personal computers and the software used by the MVD Customer Service Programs.
• 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.
• Respond to contract concerns/disputes in coordination with Procurement management.

2 years experience in Arizona State Service as a CSR or 4 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 2 years of the required work experience.

Any combination of training and experience that meet the KSAs.

A current Arizona Driver's license.

Fingerprint clearance required.

As this position requires driving or the use of a vehicle as an essential function of the job, 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…