State of Arizona :

 

Job Information
Job Title:  CUSTOMER SERVICE MANAGER 
Agency:  DEPARTMENT OF TRANSPORTATION 
Job Reference ID:  44067 
Category:  CUSTOMER SERVICE 
Grade:   
Posted Date:  01/11/2019 
Close Date:  01/18/2019 
Job Description

Provides management over multiple MVD Field Offices  at Window Rock, Holbrook and Chinle that provide various services including driver license, title and registration, authorized presence, fraudulent document identification, dealer services, level 1 vehicle inspections, ignition interlock administration, voter, organ donor, and Selective Service registration.




ARIZONA DEPARTMENT OF TRANSPORTATION (ADOT)

Driving the future of transportation with a diverse and innovative team

 

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results. State employees are highly engaged, collaborative and embrace a culture of public service.

 

To learn more about the ADOT team CLICK HERE

 

 

 

Customer Service Manager

 

LOCATION

 

Motor Vehicle Division

Highway 264 MP 476, Window Rock, AZ 86515

 

 JOB SUMMARY

 

Provides management over multiple MVD Field Offices  at Window Rock, Holbrook and Chinle that provide various services including driver license, title and registration, authorized presence, fraudulent document identification, dealer services, level 1 vehicle inspections, ignition interlock administration, voter, organ donor, and Selective Service registration.

 

Under direction of the Area Administrator, develops the annual offices budgets, and controls office expenditures; develops and administers a Field Office Continuous Monitoring System (FOCMS); develops a succession plan. Building/office responsibilities include physical security, facility maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting. Provides oversight including meeting office productivity, quality customer service, and audit and control goals and standards. Reviews and monitors the collection, accounting, safeguarding and depositing of revenue funds; and the summarization, analysis and review of data necessary for the preparation of management reports. Interprets, applies, and implements relevant program or operation rules, regulations, laws and policies for the MVD offices. Reviews problems presented by the public, interprets statutes and regulations, exercises considerable judgment and discretion, resolves problems, and makes determinations. Conducts oral interviews and/or investigations regarding violations of state motor vehicle laws, rules, and regulations. Counsels with citizens regarding their responsibilities and driving habits. Investigates fraudulent driver's license applications. CLICK HERE to learn more!

 

Essential Duties and Responsibilities include but are not limited to:

·         Through subordinate supervisors and leads, provide oversight of multiple MVD Field Offices, including responsibility for planning and managing all resources and services, ensuring the quality and integrity of budgets and operational costs

·         Providing high quality public service; and developing a highly-motivated staff, office budget, FOCMS and office succession plan

·         Develop office training plan and work direction, ensure appropriate staffing and office coverage, interview and select applicants for 35 available positions, document and review performance, administer discipline, approve leave requests, and initiate personnel actions

·         Handle the more difficult customer service situations elevated by subordinates

·         Monitor supervisors and leads for succession planning

·         Lead teams or special projects.

·         Ensure adequate building/office space, physical security, facilities maintenance, janitorial service performance monitoring and contract compliance, and Risk Management and Enforcement incident reporting

 

This position is required to drive a state-owned or personal vehicle in the course and scope of state business.

 

KNOWLEDGE, SKILLS, AND ABILITIES

 

Knowledge in

·         MVD and ADOT policies and procedures related to Driver Licenses, Title & Registration, Customer Service Operations, and other business areas

·         ARS, Title 28, transportation laws, AAC

·         Basic management functions, revenue and expenditures, MVD office budget, Division

·         and Program goals and objectives, personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, motivational principles, processes and practices

·         Approve or reject identity documents from domestic and foreign applicants for DL & ID credentials

·         Program and other performance metrics, goals/targets, variance reporting

·         Training, leadership, hiring, disciplinary policies,  procedures and the Continuous Process Improvement philosophy

 

Skills in

·         Research and analysis

·         Oral and written communication

·         Organization of work space and materials and time management

·         Report preparation

·         Interviewing, hiring and training new employees in work processes

·         Counseling and disciplining employees

·         Computer operation using Microsoft Office programs and MVD databases

·         Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines

 

Ability to

·         Effectively manage a program consisting of multiple work units, to establish standard work processes and procedures and continually evaluate them in order to improve unit performance and satisfy customer needs

·         Write, review and revise summary reports and transmit information to the appropriate business area

·         Lead, motivate and inspire a diverse group of people to accomplish unit goals and responsibilities, to create and execute action plans to address office performance gaps

·         Respond to media contacts as authorized, and respond to contract concerns/disputes in coordination with Procurement management

·         Understand, analyze, evaluate data and make clearly defined decisions to identify, evaluate, and resolve daily, intermediate and long term operational and customer service questions and issues

 

PREFERRED REQUIREMENTS

 

The ideal candidate for this position will have:

Two years of direct supervisory experience.

 

PRE-EMPLOYMENT REQUIREMENTS

 

This position requires possession of a valid Arizona Class D Driver License.  Candidates for this position must complete and sign PART 1 and PART 2 of the State of Arizona Application for Employment at the time of interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR).  The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.12 (H) and (I).  The review must show an acceptable driving record prior to any offer of employment being made by ADOT.   Employment is contingent upon an acceptable MVR.

BENEFITS

 

The State of Arizona provides an excellent comprehensive benefits package including:

·         Affordable medical, dental, life, and short-term disability insurance plans

·         Top-ranked retirement and long-term disability plans

·         10 paid holidays per year

·         Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

·         Sick  time accrued at 3.70 hours bi-weekly

·         Deferred compensation plan

·         Wellness plans

Please visit http://www.azdot.gov/Inside_ADOT/HR/Employment.asp to learn more about benefits given to ADOT employees.

 

 

 

All newly hired employees will be subject to the E-Verify Employment Eligibility Verification Program.

ADOT supports a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of the Agency, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

 

To submit your resume click the "APPLY NOW" button below

 

Having trouble applying for this position?

Email [email protected] or call (602) 542-4700 for assistance.

 

ADOT

 

 

 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $0.00-47,476.00 

 

Close Massege Box


Welcome to Linkages Experience Accessibility. Loading please wait...


To pause and unpause the screen reader use Ctrl + SpaceBar.
To review and adjust the settings press the Back Slash "\".
To toggle on and off the list of keyboard commands press Alt + "K".
↑ and ↓ arrows use to select dropdowns and radio buttons.
Ctrl + Alt + ↑ = Move up one row.
Ctrl + Alt + ↓ = Move down one row.
Spacebar use to select checkboxes or button.
Ctrl + Shift + Backspace = Close the reader to allow third party readers to function or reopen it.

To exit any menu click the ESC key.


Here is a complete list of Keyboard Commands for this toolbar.
  • \ = List selected hotkeys
  • Ctrl + spacebar = Play or Pause Audio Reader
  • Alt + K = Keyboard Commands
  • Alt + F1 or Alt + H = Access Help and Technical support
  • Alt + M = Menu
  • Alt + S = Access the toolbar settings
  • Alt + I = Text increase font size
  • Alt + D = Text decrease font size
  • Alt + P = Readable text
  • Alt + L = Highlight links
  • Alt + N = Keyboard navigation
  • Alt + J = Grayscale
  • Alt + Y = Contrast
  • Alt + T = High Contrast
  • Alt + R = Clear Settings
  • Alt + 7 = Increase voice pitch
  • Alt + 8 = Decrease voice pitch
  • Alt + 9 = Increase audio rate
  • Alt + 0 = Decrease audio rate
  • Alt + + or Alt + V = Increase volume
  • Alt + - or Alt + B = Decrease volume
  • Esc = Exit the toolbar or any dialog
  • Ctrl + F5 = Refresh Page
  • Tab = Navigate to the next element
  • Shift + Tab = Navigate back
  • Ctrl + Alt + ↑ = Move up one row
  • Ctrl + Alt + ↓ = Move down one row
  • Alt + C = Access Certification
  • Ctrl + Shift + X = Close or open this toolbar
  • Ctrl + Shift + Backspace = Full close or open this service (with page reloading)
  • ↑ and ↓ arrows use to select dropdowns and radio buttons
  • Spacebar use to select checkboxes or button

Close Massege Box

Accessibility Tools

<
>
Accesibility guy
Linkages Experience
Accessibility
Accesibility guy
Linkages Experience
Accessibility
help Report Accessibility
Issues and Help
Close Linkages Experience
Close
Play Play
Stop Stop
Pause Pause
Certification Certification
Hide Hide