Note: The job is a remote job and is open to candidates in USA. State of Arizona Enterprise Technology (ASET) is committed to driving a safer transportation system for Arizona. They are seeking a Customer Service Section Supervisor to oversee the day-to-day operations of the MVD Support Services, manage staff performance, and resolve complex customer complaints. The role involves conducting training, working closely with federal agencies, and ensuring compliance with regulations.
Responsibilities
- Supervise/monitor/coach direct reports and the day-to-day operations of the MVD Support Services that provides technical support and assistance to MVD Field Offices, Courts, Law Enforcement, Federal Motor Carrier Safety Administration (FMCSA) and other government entities out of state
- Responsible for monitoring the activities of the units, creating and conducting training presentations through webinars and monthly in service sessions; conducts performance evaluations and progressive discipline if necessary
- Resolves unusual and complex customer complaints or problems under sometimes adverse conditions
- Oversees other states' transmissions of driving records into the current 50 system to ensure the transmission is downloaded correctly and address any records that impact Arizona or the driver of that state by researching, correcting or communicating with the state of record or corresponding with the customer
- Work closely with FMCSA on annual CDL Audits to ensure there are no findings against Arizona on CDL Driving Records and also continually works with the American Association of Motor Vehicle Administrators (AAMVA) tracking, updating, and correcting CDL Drivers
- This position also creates and participates in training external State Agencies through Web-X on topics related to MVD Support Services
- Research and complete legislative analysis; participates in legislation implementation teams
- Conducts testing and scenario writing for system updates and improvements
Skills
- Must have a valid Driver's License
- Background and Fingerprint clearance
- 2+ years of MVD Supervisor or Lead experience preferred
- Experienced in research and investigative of analyzing MVR (Motor Vehicle Records) that pertain to A.R.S. Titles 13, 28, 41 and FMCSA
- Certified completion of MAX series, Authorized Presence class, and any other internal customer service and knowledge classes presented by MVD
- Knowledge of Arizona Management System and Continuous Improvement
- Knowledge of Federal and state statutes (FMCSA, A.R.S. Title 13, 28, 41) regulations, codes and standards related to the area of responsibility
- Knowledge of MVD and Program policies, procedures and operations, related to National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS)
- In-depth knowledge of the structure and operation of the sub-programs for which this position is responsible
- Knowledge of professional standards and regulations
- Knowledge of operational systems and procedures
- Research and investigative skills; 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 and 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 Google Workspace, Microsoft Office, including Word Excel and Outlook, and software and databases used by the Program
- Ability to understand and apply A.R.S. Titles 13, 28, 41 and FMCSA
- Ability to learn and interpret CDL, PDPS, NMVTIS policies and procedures and MVD organization
- Ability to communicate effectively in both oral and written form with internal and external customers on the policies and procedures that pertain to customer records
- Ability to plan, implement, and evaluate programs
- Ability to direct and organize program activities
- Ability to establish goals and objectives
- Ability to recognize, analyze, and solve a variety of problems
- Ability to exercise sound judgment in making critical decisions
- Ability to analyze, organize and prioritize work while meeting multiple deadlines
- Ability to analyze and prepare documents, reports and correspondence
Benefits
- Sick leave
- Vacation with 10 paid holidays per year
- Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
- Health and dental insurance
- Retirement plan
- Life insurance and long-term disability insurance
- Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
- By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
- Mandatory participation in the Arizona Retirement System (ASRS) is required.
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