Customer Service Unit Supervisor

Be 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. Responsibilities include overseeing driver license (DL) services, title & registration (T&R) services, voter registration, ignition interlock, organ donor programs, Selective Service registration, authorized presence verification, and fraudulent document identification. This role involves resolving day-to-day operational and customer service issues, applying applicable statutes and policies, adjusting staffing and resources, and managing personnel actions such as training, disciplinary actions, and performance appraisals. This position may require driving a state-owned or personal vehicle for state business.

Responsibilities

• Supervise CSRs in providing vehicle title, registration, and driver license services.
• Provide training, work direction, and ensure appropriate staffing and office coverage.
• Document and review performance appraisals, administer discipline, approve leave requests, and manage employee time entry.
• Oversee day-to-day operations using MVD technologies and the Central Processing Unit (CPU).
• Handle complex customer service situations escalated by subordinates.
• Prepare and submit reports related to 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.
• Initiate personnel actions, including disciplinary measures, with higher-level management approval.
• Produce correspondence, respond to media contacts (as authorized), and address contract concerns/disputes in coordination with Procurement management.

Requirements

• 2 years of experience in Arizona State Service as a CSR or 4 years of experience in a high-visibility public contact setting within a regulatory or public service environment, including at least 1 year in a supervisory capacity.
• A Bachelor’s degree in Business or Public Administration or a related field may substitute for 2 years of the required work experience.
• Knowledge of division and program goals, personnel management, public relations, customer relations, problem-solving, and motivational principles.
• Familiarity with applicable laws, rules, regulations, policies, and procedures for approving or rejecting identity documents from foreign applicants for DL & ID credentials.
• Strong oral and written communication skills, customer and public relations, conflict resolution, and personnel management.
• Proficiency in using personal computers and software used by the MVD Customer Service Program, including Google Workspace.
• Ability to respond to and resolve daily operational and customer service issues, apply accurate statutes and policies, coordinate work schedules, and administer disciplinary actions.

Pre-Employment Requirements

• This position requires driving or the use of a vehicle as an essential function. Employees must possess and retain a current, valid, unexpired, and non-suspended driver’s license, complete all required training, and pass all necessary driver’s license record checks.
• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and complete all required driver training.
• Employees operating a personally owned vehicle on state business must maintain statutorily required liability insurance (per Arizona Administrative Code R2-10-207.11).
• Background check required.
• All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

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

Pay

$43,099.06 annually

Location: Motor Vehicle Division, 130 W. Duval Mine Rd Ste 150, Green Valley, AZ 85614

Closing Date: 08/13/2026