Customer Service Unit Supervisor
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Job Location:
Avondale, AZ - USA
Monthly Salary:
Not Disclosed
Posted on:
03-10-2025
Vacancies:
1 Vacancy
Job Summary
DEPT OF TRANSPORTATIONBe 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
1452 N. Eliseo C. Felix Jr. Way
Avondale AZ 85323
| Posting Details: |
Salary: $43099.06
Grade: 18
Closing Date:
| 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 MVD Directors 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 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 Governors Audit.
| Knowledge Skills & Abilities (KSAs): |
Knowledge of:
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 to approve or reject identity documents from foreign applicants for a 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 Suites
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 and respond to contract concerns/disputes in coordination with Procurement management.
| Selective Preference(s): |
2 years exp 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 Bachelors 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.
| Pre-Employment Requirements: |
A current Arizona Drivers license.
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 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.) R.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
Parental Leave pilot programhere. 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 or phone call at 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 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.
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
The Arizona Department of Revenue is consistently striving towards recruiting individuals who are committed to providing quality services to the citizens of Arizona and are passionate about creating solutions to the ever-evolving decisions faced within state government.
