Customer Service Section Supervisor

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. **Customer Service Section Supervisor

This position is open to Current, Active ADOT Employees only** Job Location:

3424 - VEHICLE & TITLE SERVICE SUPPORT

1801 W. Jefferson

Phoenix, AZ 85007

Posting Details Salary: $51,637.87

Anticipated hourly: $24.8259

Grade: 20

Closing Date: November 9, 2026

Job Summary Provide direct supervision to the Central Title Production Unit and back up the Abandoned Vehicle Unit. Provide courteous, accurate and timely service; interpret and ensure compliance with statutes, rules, regulations, policy and procedures pertaining to Abandoned Vehicles, title and registration and driver licensing within the State. Provide expert support for internal problems or concerns of a technical nature. Perform research and resolution of inquiries, problems and complaints or errors and fraudulent document identification. Ensure appropriate management of personnel needs. Coordinate the collection, accounting, safeguarding and depositing of revenue funds; and the summarization, analysis and review of data necessary for the preparation of management reports.Resolve unusual and complex customer complaints or problems under sometimes adverse conditions. May be required to drive a state vehicle.

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 Provide direct supervision to the Central Title Production Unit and back up to the Abandoned Vehicle Unit. Provide courteous, accurate and timely service; interpret and ensure compliance with statutes, rules, regulations, policy and procedures. Provide expert support for internal problems or concerns of a technical nature.

Interviewing and selecting candidates; training and developing staff; assigning and monitoring work; tracking and measuring individual and unit performance; approving leave requests, documenting, resolving employee relations and disciplinary matters. Ensure appropriate management of personnel needs. Oversee the daily accounting and daily deposits. Create and maintain training manuals and related materials. Determine training needs, evaluate and document the work of all entities. Determine performance standards and acceptable levels through statistical review and performance measures. Address areas of concern through policies, procedures and training programs.

Resolve unusual and complex customer complaints or problems under sometimes adverse conditions. Perform research and resolution of inquiries, problems and complaints or errors and fraudulent document identification. Compose correspondence and reports for upper management. Interpret, apply, and implement relevant program or operation rules, regulations, laws and policies.

Knowledge Of Knowledge, Skills & Abilities (KSAs):

• Arizona Management System and Continuous Improvement.
• Federal and state statutes, regulations, codes and standards related to the area of responsibility.
• MVD and Program policies, procedures and operations, related to Third Party Program planning, design, implementation and operation.
• In-depth knowledge of the structure and operation of the sub-programs for which this position is responsible.
• Professional standards and regulations.
• Operational systems and procedures.

Skill In

• Assess contributions and performance of employees.
• Plan, assign, and supervise the work of others.
• Motivate and provide direction in the activities of subordinates to accomplish goals.
• Monitoring/assessing the performance of individuals to make improvements or take corrective action.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Communicate and interact effectively with members of the public.
• Use of software products and d…