Customer Service Section Supervisor

Provide direct supervision to the Central Title Production Unit and back up the Abandoned Vehicle Unit. Provide courteous, accurate and timely service; interpret and ensure compliance with statutes, rules, regulations, policy and procedures pertaining to Abandoned Vehicles, title and registration and driver licensing within the State. Provide expert support for internal problems or concerns of a technical nature. Perform research and resolution of inquiries, problems and complaints or errors and fraudulent document identification. Ensure appropriate management of personnel needs. Coordinate the collection, accounting, safeguarding and depositing of revenue funds; and the summarization, analysis and review of data necessary for the preparation of management reports.Resolve unusual and complex customer complaints or problems under sometimes adverse conditions. May be required to drive a state vehicle.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Provide direct supervision to the Central Title Production Unit and back up to the Abandoned Vehicle Unit. Provide courteous, accurate and timely service; interpret and ensure compliance with statutes, rules, regulations, policy and procedures. Provide expert support for internal problems or concerns of a technical nature.

Interviewing and selecting candidates; training and developing staff; assigning and monitoring work; tracking and measuring individual and unit performance; approving leave requests, documenting, resolving employee relations and disciplinary matters. Ensure appropriate management of personnel needs. Oversee the daily accounting and daily deposits. Create and maintain training manuals and related materials. Determine training needs, evaluate and document the work of all entities. Determine performance standards and acceptable levels through statistical review and performance measures. Address areas of concern through policies, procedures and training programs.

Resolve unusual and complex customer complaints or problems under sometimes adverse conditions. Perform research and resolution of inquiries, problems and complaints or errors and fraudulent document identification. Compose correspondence and reports for upper management. Interpret, apply, and implement relevant program or operation rules, regulations, laws and policies.

Knowledge of:

• Arizona Management System and Continuous Improvement.
• Federal and state statutes, regulations, codes and standards related to the area of responsibility.
• MVD and Program policies, procedures and operations, related to Third Party Program planning, design, implementation and operation.
• In-depth knowledge of the structure and operation of the sub-programs for which this position is responsible.
• Professional standards and regulations.
• Operational systems and procedures.

Skill In:

• 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/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 software products and databases used by the Program.

Ability to:

• Communicate effectively in both oral and written form.
• Plan, implement, and evaluate programs.
• Direct and organize program activities.
• Establish goals and objectives.
• Recognize, analyze, and solve a variety of problems.
• Exercise sound judgement in making critical decisions.
• Analyze, organize and prioritize work while meeting multiple deadlines.
• Analyze and prepare documents, reports and correspondence.
• Coach and mentor others.

Four years progressive Motor Vehicle customer service experience.
Two or more years experience in a high visibility public contact setting.
Two or more years as a supervisor in the public service environment.

A valid driver's license.
Background check required

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. 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 srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.