Customer Service Unit Supervisor
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Job Location:
Goodyear, AZ - USA
Monthly Salary:
Not Disclosed
Posted on:
05-11-2025
Vacancies:
1 Vacancy
Job Summary
DEPT OF TRANSPORTATIONBe a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving!CLICK HERE! |
CUSTOMER SERVICE UNIT SUPERVISOR
| Job Location: |
MVD Communications
Perryville Prison Complex
2105 N Citrus Rd
Goodyear AZ 85338
| Posting Details: |
Salary: $43099.06
Grade: 18
Closing Date:
| Job Summary: |
Responsible for the supervision of the Level 1 Call Center located at an assigned Prison. Daily oversight of inmates answering incoming calls from constituents with general questions regarding vehicle Title Registration policies and procedures. Calls that require the access of the callers drivers license are transferred to a Level 2 Call Center in Tucson or Phoenix. Key position responsibilities are hiring training performance evaluations coaching and facilitating terminations from the program; daily and weekly reporting such as inmate attendance tracking inmate payroll processing customer satisfaction survey reports and general updates as necessary. Occasionally handles customer service concerns raised by the customer. Daily interaction with the assigned Arizona Department of Corrections (ADC) is required for inmate activity safety and security of self and MVD information. Attend required training courses in addition to the ADC required training program.
| Job Duties: |
Supervise directly or through subordinate leads the work of call center agents to approve reject or deny T&R applications and legal documents by verbal instructions via phone and e-mail application to the general public to assure compliance with ARS and MVD directives policies and procedures. Assures security integrity and confidentiality of assigned inventories MVR and access.
Research/analyze problem cases determine steps necessary to achieve eligibility compliance and conformance. Respond to complex inquiries DL T&R and provide procedural information. Explain compliance requirements and rationale for such requirements and penalties for noncompliance. Assure positive professional expeditious public service.
Prepare and submit all required payroll documentation maintain agent attendance and performance records to maintain a favorable operating environment. Identify and address concerns assure compliance with MVD and HR directives. Assure security integrity and confidentiality of assigned inventories MVR and computer terminal access security. Prepare statistical reports.
| Knowledge Skills & Abilities (KSAs): |
Knowledge of:
ARS Title 28 41 13 Motor vehicle laws rules and regulations.
PDPS ELT CDLIS and MVD Operational policies and procedures.
Applicable MVD software databases screens and codes.
Public relations office practices problem resolution techniques.
Practices for control and security of equipment/facilities/cash/forms/records.
State and County voter registration policies and procedures.
Principles and practices of effective public administration supervisory principles and techniques and personnel rules.
Management practices personnel hiring and disciplinary practices.
CISCO Contact Center Web Based Program for monitoring Call Center Agents performance standards and measurement reports.
Skills in:
Highly developed customer service skills.
Strong oral and written communication skills.
Research analysis and decision making skills.
Statistical and math skills.
Computer skills and Google Workspace.
Leadership multi-tasking and organizational skills.
Strong employee relations skills.
Skills in interpreting motor vehicle laws and regulations resolving compliant discrepancies and problems in an expedient manner.
Interpersonal relations gathering and preparing data for all reports.
Ability to:
Utilize interpersonal skills to communicate effectively in providing an appropriate level and extent of required information.
Handle high call volumes.
Operate network/personal computer calculator fax copier credit card machines and telephone systems.
| Selective Preference(s): |
One or more years served in a supervisory capacity.
| Pre-Employment Requirements: |
Valid Drivers License.
Fingerprint and background check.
TB (Tuberculosis) check and UA (Drug test) per Arizona Department of Corrections.
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
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
| 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.
