Customer Service Section Supervisor

Responsible for supervising, quality control, best use of resources and consistent application of Arizona Revised Statutes (ARS), rules, regulations, policies and procedures, and measuring effectiveness of work performed by subordinate personnel; delegates work assignments, determines training needs, provides instruction and counsels staff, also enforces motor vehicle laws within established guidelines; responsible for consistently resolving difficult complaints/problems, for making administrative decisions, and statute interpretations disseminated. Participates and process customer transactions through the electronic TeleMVD service. Conduct oral and telephonic interviews and/or investigations regarding violations; review court documents, driver's records, and title and registration (T&R) printouts to correct driver improvement actions; may review accident reports to determine compliance with financial responsibility laws; research and compose correspondence.

Supervise TeleMVD personnel; manage the daily work queue by scheduling staff, delegating transactions and processing TeleMVD customer transactions.

Participate and conduct on the job training for new hires; conduct weekly coaching sessions agents; accumulate data and report statistics on activities completed in a workday.

Research problem cases elevated by agents, supervisors and senior management; determine steps necessary to achieve eligibility and compliance for the issuance of either driving credential, vehicle registration, or reinstatement of driving privileges; explain compliance requirements and the rationale for such requirements, as well as the penalties for noncompliance.

Knowledge of:

• ARS Title 13, 28, 41 and Federal Motor Carrier Services Administration.
• MVD Operational policies and procedures, National Motor Vehicle Title License Information System, Electronic Lien Title, Commercial Driver's License Information System, Problem Driver Pointer System policies and procedures and MVD organization.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices and problem solving techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Motor Vehicle laws, rules and regulations.
• State and County Voter Registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles.

Skill in:

• Highly developed customer service.
• Strong oral and written communication.
• Research analysis and decision making.
• Proficient in computer software and Google Workspace.
• Leadership, multi-tasking and organization.
• Strong employee relations skills.
• Interpreting motor vehicle laws and regulations.
• Resolving compliant discrepancies and problems in an expedient manner.
• Supervising multi-location operations and subordinate staff.
• Management, personnel hiring and disciplinary practices.
• Appointment, Scheduling, and Queuing (ASQ) Dashboard Program to monitor agent performance standards.

Ability to:

• Utilize interpersonal skills to communicate effectively.
• Handle high TeleMVD station transaction as well as operate network/personal computer, calculator, fax, copier, credit card machines and multi-line telephone systems.
• Understand and apply ARS Titles 13, 28, 41.
• Learn and interpret CDL, PDPS and ELT policies and procedures and MVD organization.

Over a year of experience as an MVD supervisor.

Background Check Required.

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 class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s 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.) R2-10-207.11).

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

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.