DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

CUSTOMER SERVICE MANAGER

Job Location:

Address: 7339 E Paradise Ln
City: Scottsdale

Posting Details:

Salary: $57,447.10 

Grade: 21

Job Summary:

Provides management over multiple Motor Vehicle Division (MVD) Field Offices that provide various services including driver license, title and registration, authorized presence, fraudulent document identification, dealer services, level 1 vehicle inspections, ignition interlock administration, voter, organ donor, and Selective Service registration; under direction of the Area Administrator, controls office expenditures; develops and administers a Field Office Continuous Monitoring Systems (FOCMS); and a succession plan. Building/office responsibilities include physical security, facility maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting. Provides oversight including meeting office productivity, quality customer service, and audit and control goals and standards. Reviews and monitors the collection, accounting, safeguarding and depositing of revenue funds, and the summarization, analysis and review of data for the preparation of reports. Interprets, applies, and implements relevant program rules, regulations, laws and policies for the MVD offices. Reviews problems presented by the public, interprets statutes and regulations, exercises considerable judgment and discretion, resolves problems, and makes determinations. Conducts oral interviews and/or investigations regarding violations of state motor vehicle laws, rules, and regulations. Counsels with citizens regarding their responsibilities and driving habits. Investigates fraudulent driver's license applications.

Required to drive a state vehicle for travel.

Will be required to undergo a background check.

Job Duties:

Through subordinate supervisors and CSR 4 Leads, manage multiple MVD Field Offices, including responsibility for planning and managing all resources and services, ensuring the quality and integrity of budgets and operational costs; providing cost effective and efficient operations; providing high quality public service; and developing a highly motivated staff, office budget, FOCMS and office succession plan.

Develop office training plan and work direction, ensure appropriate staffing and office coverage, interview and select applicants for available positions, document and review performance, administer discipline, approve leave requests, and initiate personnel actions. Handle the more difficult customer service situations elevated by subordinates. Monitor supervisors and CSR 4 Leads, Train the Trainer, and lead teams or special projects.

Ensure adequate building/office space, physical security, facilities maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting.

Provide back-up for supervisors and CSR 4 Leads wherever and whenever needed to maintain production and minimize customer service wait times. Some travel may be required.

Through subordinate supervisors and CSR 4 Leads, responsible for the management of inventory, daily accounting, safekeeping and daily deposits of funds, the preparation of management and operational reports. Responsible for the oversight of ensuring the functionality and maintenance of office equipment and computer applications; for ensuring the office is in compliance with audit controls and department procedures.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
* MVD & ADOT policies & procedures related to Driver Licenses, Title & Registration, Customer Service Operations, and other
business areas.
* ARS, Title 28, AAC and transportation laws.
* Basic management functions, revenue & expenditures, MVD budget, Division & Program goals & objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes & practices.
* Approving or rejecting identity documents from domestic & foreign applicants for DL & ID credentials.
* Program & other performance metrics, goals/targets, and variance reporting.
* Training, leadership, hiring, disciplinary policies & procedures.
* Continuous Process Improvement.

Skills in:
* Research and analysis.
* Oral and written communication.
* Organizatio