Customer Service Unit Supervisor

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.

About the role

Provide direct supervision to Customer Service Representatives (CSRs) assigned to an MVD Field Office, delivering services including driver license (DL), title & registration (T&R), voter registration, ignition interlock, organ donor, Selective Service registration, authorized presence, and fraudulent document identification. Resolve day-to-day operational and customer service issues, apply statutes/policies/procedures, adjust staff/resources, assign training, and initiate personnel actions such as progressive discipline, responses to delegation letters, media contacts, and state contract disputes. This position may require driving a state-owned or personal vehicle for state business.

Responsibilities

• Supervise CSRs in vehicle title/registration and driver license services; provide training, work direction, ensure staffing/coverage, document performance appraisals, administer discipline, approve leave/time entry, and initiate personnel actions.
• Oversee daily MVD operations using implemented technologies and Central Processing Unit (CPU).
• Handle complex customer service situations escalated by subordinates.
• Prepare and submit reports on customer service activities and office production levels.
• Participate in task teams and special projects.
• Complete daily, monthly, and quarterly audits per the Governor's Audit.

Requirements

• 2 years of experience in Arizona State Service as a CSR or 4 years in a high-visibility public contact setting in a regulatory/public service environment, with at least 1 year in a supervisory capacity.
• A Bachelor’s degree in Business/Public Administration or related field may substitute for 2 years of required experience.
• Valid, unexpired driver’s license (required for driving on state business).
• Successful completion of driver’s license record checks, training, and maintenance of acceptable driving records.
• Statutorily required liability insurance if using a personal vehicle for state business.
• Successful background check and completion of the Electronic Employment Eligibility Verification Program (E-Verify).

Skills

• Knowledge of division/program goals, personnel management, public/customer relations, problem-solving, and applicable laws/rules/regulations.
• Oral and written communication, conflict resolution, and personnel management/development.
• Proficiency in personal computers and MVD Customer Service Program software (e.g., Google Workspace).
• Ability to resolve operational/customer service issues, apply statutes/policies, coordinate schedules/training, and administer disciplinary actions.

Benefits

• Sick leave and vacation with 10 paid holidays per year.
• Paid Parental Leave: Up to 12 weeks per year for newborn or newly placed foster/adopted child (pilot program).
• Health and dental insurance, retirement plan, life insurance, and long-term disability insurance.
• Optional benefits: Short-term disability insurance, deferred compensation plans, and supplemental life insurance.
• Mandatory participation in the Arizona Retirement System (ASRS).

Pay

$43,099.06 annually.