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CUSTOMER SERVICE UNIT SUPERVISOR

Job Location:

MVD Communications
 
Perryville Prison Complex

2105 N Citrus Rd

Goodyear, AZ 85338

Posting Details:

Salary: $43,099.06 

Grade: 18

Closing Date: 

Job Summary:

Responsible for the supervision of the Level 1 Call Center located at an assigned Prison. Daily oversight of inmates answering incoming calls from constituents with general questions regarding vehicle Title, Registration, policies and procedures. Calls that require the access of the caller's driver's license are transferred to a Level 2 Call Center in Tucson or Phoenix. Key position responsibilities are hiring, training, performance evaluations, coaching and facilitating terminations from the program; daily and weekly reporting such as inmate attendance tracking, inmate payroll processing, customer satisfaction survey reports and general updates, as necessary. Occasionally handles customer service concerns raised by the customer. Daily interaction with the assigned Arizona Department of Corrections (ADC) is required for inmate activity, safety and security of self and MVD information. Attend required training courses in addition to the ADC required training program.

Job Duties:

Supervise directly or through subordinate leads, the work of call center agents to approve, reject or deny T&R applications and legal documents by verbal instructions via phone and e-mail application to the general public to assure compliance with ARS and MVD directives, policies and procedures. Assures security, integrity and confidentiality of assigned inventories, MVR and access.

Research/analyze problem cases, determine steps necessary to achieve eligibility, compliance and conformance. Respond to complex inquiries, DL, T&R and provide procedural information. Explain compliance requirements and rationale for such requirements and penalties for noncompliance. Assure positive, professional, expeditious public service.

Prepare and submit all required payroll documentation, maintain agent attendance and performance records to maintain a favorable operating environment. Identify and address concerns, assure compliance with MVD and HR directives. Assure security, integrity, and confidentiality of assigned inventories, MVR and computer terminal access security. Prepare statistical reports.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• ARS Title 28, 41, 13, Motor vehicle laws, rules and regulations.
• PDPS, ELT, CDLIS and MVD Operational policies and procedures.
• Applicable MVD software, databases, screens and codes.
• Public relations office practices, problem resolution techniques.
• Practices for control and security of equipment/facilities/cash/forms/records.
• State and County voter registration policies and procedures.
• Principles and practices of effective public administration, supervisory principles and techniques and personnel rules.
• Management practices, personnel hiring and disciplinary practices.
• CISCO Contact Center Web Based Program for monitoring Call Center Agents performance standards and measurement reports.

Skills in:
• Highly developed customer service skills.
• Strong oral and written communication skills.
• Research analysis and decision making skills.
• Statistical and math skills.
• Computer skills and Google Workspace.
• Leadership, multi-tasking and organizational skills.
• Strong employee relations skills.
• Skills in interpreting motor vehicle laws and regulations resolving compliant discrepancies and problems in an expedient manner.
• Interpersonal relations, gathering and preparing data for all reports.

Ability to:
• Utilize interpersonal skills to communicate effectively in providing an appropriate level and extent of required information.
• Handle high call volumes.
• Operate network/personal computer, calculator, fax, copier, credit card machines and telephone systems.

Selective Preference(s):

One or more years served in a supervisory capacity.

Pre-Employment Requirements: