Customer Service Unit Supervisor

Open to current ADOT employees only. Location: Motor Vehicle Administration, 4005 N 51st Ave, Phoenix, AZ 85031.

About the role

Provide direct supervision to Customer Service Representatives (CSRs) in an MVD Field Office delivering driver license, title & registration, voter registration, ignition interlock, organ donor, Selective Service registration, authorized presence, and fraudulent document identification services. Resolve daily operational and customer service issues, apply statutes/policies/procedures, adjust staff/resources, assign training, and initiate personnel actions (disciplinary actions, responses to delegation letters, media contacts, contract disputes). Model ADOT values by leading, coaching, and developing problem solvers to sustain a continuous improvement culture.

Responsibilities

• Supervise CSRs in vehicle title/registration and driver license services; provide training, work direction, staffing, performance appraisals, discipline, leave approvals, and time entry.
• Oversee day-to-day MVD operations using implemented technologies and Central Processing Unit (CPU).
• Handle complex customer service situations escalated by staff.
• 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.
• Approve or reject identity documents from foreign applicants for DL & ID credentials.
• Produce correspondence, respond to authorized media contacts, and address contract disputes with Procurement management.

Requirements

• 2 years of Arizona State Service as a CSR or 4 years in a high-visibility public contact role (regulatory/public service), 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.
• Current Arizona Driver’s license.
• Fingerprint clearance.
• Must maintain a valid, unexpired driver’s license and acceptable driving record if operating a vehicle for state business.
• Successful completion of E-Verify (new hires).

Skills

• Knowledge of division/program goals, personnel management, public/customer relations, problem-solving, and motivational principles.
• Familiarity with applicable laws, rules, regulations, policies, and procedures.
• Oral/written communication, customer/public relations, and conflict resolution.
• Personnel management and development.
• Proficiency in Google Workspace and MVD Customer Service Program software.

Pay

$43,099.06 annually (Grade 18).

Benefits

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