Customer Service Section Supervisor

3 weeks ago

Phoenix, United States State of Arizona Full time

DEPT OF TRANSPORTATION
- Driving the future of transportation with a diverse and innovative team_

**CUSTOMER SERVICE SECTION SUPERVISOR**
**Open to current STATE EMPLOYEES only**

Job Location:
Address: 1801 W JEFFERSON ST
City: PHOENIX

Posting Details:
**Salary**: $51,635.87

Grade: 20

Job Summary:
Under the direction of the Customer Service Manager, the position will oversee the Driver Improvement Unit and the Ignition Interlock Unit.

This position will also oversee the conducting of quarterly audits statewide (Ignition Interlock service providers); ensuring that DUI offenders are complying with court-ordered Alcohol Screening & Treatment; verifying the eligibility of those individuals allowed to obtain a special restricted driver license; reviewing data loggers for tampering and instances of high Blood Alcohol Concentration levels of IID users, follow-up on customer, installer, and manufacturer complaints; investigation of cases of tampering and entry of Certified Ignition Interlock Device (CIID) extensions on driving records.

This position works very closely with the Executive Hearing Office, the Assistant Attorney General's Office, and the Department of Public Safety. The position participates in a variety of external committees, panels, and teams. **Some travel as required may include overnight stays.**

Model ADOT values through leading, coaching, and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.
- 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 after training is completed._
- 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:
Directing and overseeing all functions and work activities of the Driver Improvement Unit and Ignition Interlock Unit, to ensure quality customer service and resolution for complex driver license-related matters. This includes responsibility to hire, discipline, mentor, coach on how to handle sensitive situations daily, train, monitor and evaluate performance, and approve leave time.

Maintain a standard of excellence and set appropriate examples for quality performance. Supervise employees in the combined Driver Improvement and Ignition Interlock Units. Work with the MCSIA regarding any new federal law affecting the DM5 driver withdrawal actions.

Assigning and monitoring responses to public inquiries or complaints generated through correspondence, telephone, or direct contact and delegate or review problem resolution. When necessary, develop and implement corrective actions to address causes and prevent recurrence of problems as identified through customer contact, maintaining support of Division and Agency customer services goals.

Handle complex and sensitive driver's license issues and problems. Participate and perform special projects and process improvement efforts. Initiate and lead these efforts for the Driver Improvement and Ignition Interlock Units. Conduct legislative analysis.

Prepare, maintain, and submit records, reports, measurements, projections, etc. of Driver Improvement and Ignition Interlock Units' activities. Apprise manager of Ignition Interlock program status and backlogs. Work with the Training Unit on any new process of the workflow in the unit. Ensure that all process improvement efforts are moving forward.

Attend court appearances and ignition interlock inspections to ensure that staff is representing the agency appropriately. Meet with internal and external stakeholders such as government officials, ignition interlock installers, Executive Hearing Office.

Knowledge, Skills & Abilities (KSAs):
Knowledge of:

- ARS Titles 13, 28 and 41, and the provisions in penalties and processes for vehicle violations, driving under the influence, ignition interlock devices and driver license.
- MVD policies and procedures, various codes (courts,disposition, status).
- Working with the criminal justice system.
- AMS principles, administrative procedures and systems.
- Computer knowledge in reading a DL and T&R records segments.
- Word processing, managing files, records, transcription, designing forms, and other office procedures and terminology.
- Principles and processes for providing customer and personal services, including customers' needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Skills in:

- Leading staff in the direction as requested by m

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