Customer Service Unit Supervisor

DEPT OF TRANSPORTATION

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

• Open to CURRENT ADOT EMPLOYEES Only**

Motor Vehicle Administration

4005 N 51st Ave

Phoenix, AZ 85031

Salary: $43,099.06

Grade: 18

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.

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, 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.
• Approve or reject identity documents from foreign applicants for DL & s.

• Oral and written communication.
• Customer and public relations.
• Conflict and issue resolution.
• Personnel management and development skills.
• The use of personal computers and the software used by the MVD Customer Service Program to include Google Workspace.

• 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.

The ideal candidate will have 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,…