Customer Service Section Supervisor
Customer Service Section Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
DEPT OF TRANSPORTATION
Driving the future of transportation with a diverse and innovative team!
CUSTOMER SERVICE SECTION SUPERVISOR
Open to current ADOT EMPLOYEES ONLY!
Address: 3565 S BROADMONT DR
City: TUCSON
Salary: $51637.87
Grade: 20
Supervise/monitor the daytoday operations of the MVD Support Services that provides technical support and assistance to MVD Field Offices courts Law Enforcement Federal Motor Carrier Safety Administration (FMCSA) and other government entities out of state; creating and conducting training presentations through webinars and monthly inservice sessions conducts performance evaluations and progressive discipline if necessary. Resolves unusual and complex customer complaints or problems under sometimes adverse conditions. Works closely with FMCSA on annual CDL Audits to ensure there are no findings against Arizona on CDL Driving Records and also continually working with the American Association of Motor Vehicle Administrators (AAMVA) tracking updating and correcting CDL Drivers.
Oversees the other states transmissions (State to State) of driving records into the current system to ensure the transmission is downloaded correctly and to address any records that impact Arizona or the driver of that state by researching correcting or communicating with the state of record or corresponding with the customer. Research and complete legislative analysis; participates in legislation implementation teams. Conducts testing and scenario writing for system updates and improvements.
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.
May be required to travel to include overnight stay.
Responsible for monitoring the activities of the units creating and conducting training presentations through webinars and monthly inservice sessions; conducts performance evaluations and progressive discipline if necessary. Resolves unusual and complex customer complaints or problems under sometimes adverse conditions. Oversees other states transmissions of driving records into the current system to ensure the transmission is downloaded correctly and address any records that impact Arizona or the driver of that state by researching correcting or communicating with the state of record or corresponding with the customer.
Work closely with FMCSA on annual CDL Audits to ensure there are no findings against Arizona on CDL Driving Records and also continually works with the AAMVA tracking updating and correcting CDL Drivers.
This position also creates and participates in training Third Party Offices through WebX on topics related to Technical Support. Research and complete legislative analysis; participates in legislation implementation teams. Conducts testing and scenario writing for system updates and improvements.
Knowledge of:
*Arizona Management System and Continuous Improvement.
* Federal and state statutes (FMCSA A.R.S. Title 13 28 41 regulations codes and standards related to the area of responsibility.
* MVD and Program policies procedures and operations related to NMVTIS ELT CDLIS PDPS
* Indepth knowledge of the structure and operation of the subprograms for which this position is responsible.
* Professional standards and regulations.
* Operational systems and procedures.
Skills in:
* Research and investigative skills; assess contributions and performance of employees.
* Plan assign and supervise the work of others.
* Motivate and provide direction in the activities of subordinates to accomplish goals.
* Monitoring and assessing the performance of individuals to make improvements or take corrective action.
* Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
* Communicate and interact effectively with members of the public.
Use of Google Workspace Microsoft Office including Word Excel and Outlook and software and databases used by the Program.
Ability to:
* Ability to understand and apply A.R.S. Titles 13 28 41 and FMCSA.
* Ability to learn and interpret CDL PDPS ELT NMVTIS policies and procedures and MVD organization.
* Communicate effectively in both oral and written form with internal and external customers on the policies and procedures that pertains to customer records.
* Plan implement and evaluate programs.
* Direct and organize program activities.
* Establish goals and objectives.
* Recognize analyze and solve a variety of problems.
* Exercise sound judgment in making critical decisions.
* Analyze organize and prioritize work while meeting multiple deadlines.
* Analyze and prepare documents reports and correspondence.
coach and develop employees including continuous improvement practices and principles
2 years of MVD Supervisor or Lead experience. Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Title 13 28 41 and FMCSA. Certified completion of MAX classes Authorized Presence class Vehicle Level 1 inspection class and any other internal customer service and knowledge classes presented by MVD.
Must have a valid Drivers License.
Background and Fingerprint clearance.
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 classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers 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. R210207.11.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).
The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and longterm disability insurance
Optional employee benefits include shortterm disability insurance deferred compensation plans and supplemental life insurance
Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page
Mandatory participation in the Arizona Retirement System (ASRS) is required.
For questions about this career opportunity please contact ADOT Human Resources Recruitment via email at or phone call atoption 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 callingoption 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.
Required Experience:
Manager
Employment Type
Full-Time
