Customer Service Unit Supervisor

<div> <h1><span>DEPT OF TRANSPORTATION</span></h1> <h2><span><em><span>Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving! <a href="https://vimeo.com/1116251291">CLICK HERE</a>!</span></em></span></h2> <h2><span><em><span> </span></em></span></h2> </div> <h3 dir="ltr"><span><strong>Customer Service Unit Supervisor<br/></strong></span></h3> <div> <span>Job Location:</span> </div> <div> <h4><span><span>Address:  <span>Motor Vehicle Division<br/>130 W. Duval Mine Rd Ste 150<br/>Green Valley, AZ 85614<br/></span></h4> </div> <div> <span>Posting Details:</span> </div> <div> <h4><span><span>Salary: $43,099.06 <br/></span></span></h4> <h4><span><span>Grade: 18<br/></span></span></h4> <h4><span><span>Closing Date: 08/13/2026</span></span></h4> </div> <div> <span>Job Summary:</span> </div> <div> <p><span>To provide direct supervision to the Customer Service Representatives (CSRs) assigned to an MVD Field Office providing various services including driver license (DL) service, title &amp; registration (T&amp;R) service, voter registration, ignition interlock, organ donor, Selective Service registration, authorized presence and fraudulent document identification. Resolution of day to day operational and customer service issues; application of applicable statutes, policies and procedures; adjustment of staff and other resources to meet the needs of the office; assignment of staff to training, rotational assignments, etc. Initiate personnel disciplinary actions; requiring clearance from higher level management: progressive disciplinary actions, responses to "delegation letters" from MVD Director's Office, contacts with the media, State contract disputes. This position may be required to drive a state-owned or personal vehicle in the course and scope of state business.</span></p> </div> <div> <span>Job Duties:</span> </div> <div> <p><span>Supervise the activities of the CSRs in providing both vehicle title and registration and driver license services; provide training and work direction, ensure appropriate staffing and office coverage, document and review performance appraisals, administer discipline, approve leave requests and employee time entry; initiate personnel actions.<br/><br/>Oversee day to day operations at MVD using technologies implemented, and Central Processing Unit (CPU). Handle the more difficult customer service situations elevated by subordinates.<br/><br/>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.</span></p> </div> <div> <span>Knowledge, Skills &amp; Abilities (KSAs):</span> </div> <div> <p><span>Knowledge of:<br/>- Division and Program goals and objectives.<br/>- Personnel management, public relations, customer relations, problem solving, interpersonal relations and motivational principles, processes and practices.<br/>- Applicable laws, rules, regulations, policies and procedures to approve or reject identity documents from foreign applicants for a DL &amp; ID credentials.<br/><br/>Skill in:<br/>- Oral and written communication.<br/>- Customer and public relations.<br/>- Conflict and issue resolution.<br/>- Personnel management and development skills.<br/>- Use of personal computers and the software used by the MVD Customer Service Program to include Google Workspace.<br/><br/>Ability to:<br/>- Respond to and resolve daily operational and customer service issues<br/>- Apply accurate statutes, policies and procedures.<br/>- Coordinate work schedules, adjusting resources as necessary, and coordinate training activities.<br/>- Administer disciplinary action as approved/authorized.<br/>- Produce correspondence; respond to media contacts as authorized; and respond to contract concerns/disputes in coordination with Procurement management.</span></p> </div> <div> <span>Selective Preference(s):</span> </div> <div> <p><span><span>2 years experience in Arizona State Service as a CSR or 4 years exp in a high visibility public contact setting in a regulatory or public service environment one year of which must have been in a supervisory capacity. <br/><br/>A Bachelor's degree in Business or Public Administration or related field will substitute for 2 years of the required work experience. Any combination of training and experience that meet the KSAs.</span></span></p> </div> <div> <span>Pre-Employment Requirements:</span> </div> <div> <p><span><span>This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all n