DEPT OF TRANSPORTATION

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

CUSTOMER SERVICE SECTION SUPERVISOR

**Open to CURRENT ADOT EMPLOYEES Only! **

Job Location:

Address: 4005 N 51ST AVE
PHOENIX, AZ 85031

Posting Details:

Salary: $51,637.87 

Grade: 20

Job Summary:

Will direct and oversee all functions and work activities of office and virtual office, administrative, or customer service staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems; is the subject matter expert on Policy, Statute, Rule and training material; resolve unusual and complex customer complaints under sometimes adverse conditions; or answer customers' questions regarding policies and procedures; provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Review records or reports pertaining to activities such as production, payroll, cash receipts, applications and licensing to verify details, monitor work activities, or evaluate performance; evaluating and recommending changes to work processes and procedures, establishing standard of work; discuss job performance problems with employees to identify causes and issues and to work on resolving problems. May be required to drive a state vehicle.

Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

• Directing and overseeing all functions and work activities of the On-Site and Virtual Office customer service employees to ensure adherence of quality standards, deadlines, and proper procedures, correcting errors or problems. Subject matter expert with regards to policy, statute, rules and training materials.
• Resolve the most complex customer complaints under sometimes adverse conditions, or answer customers' questions regarding policies, procedures, statutes and training. Participates in meetings as subject matter expert with the authority to make business decisions based on expertise.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Evaluating and recommending changes to work processes and procedures, establishing standard of work.
• Review records or reports pertaining to activities such as production and payroll to verify details, monitor work activities, or evaluate performance.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• Supervisory and managerial principles and techniques, including functions such as hiring/separations, promotions, employee development and effective discipline.
• Applicable program rules, regulations, policies and procedures, systems, and relevant statutes.
• Principles and processes for providing customer and personal services, this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Google Workspace.
  

Skill in:

• Problem resolution techniques.
• Oral and written interpersonal communications.
• Problem resolution techniques.
• Continuous improvement techniques and skills.
  

Ability to:

• Provide effective guidance to subordinate staff.
• Determine personnel needs of the unit.