Customer Service Section Supervisor

Customer Service Section Supervisor Open to current ADOT employees only. Job Location: MVD Support Services 1801 W. Jefferson St Phoenix, AZ 85007 Posting Details Salary: $51,637.87 Grade: 20 Closing Date: 07/06/2026 Job Summary Supervise, monitor, and coach direct reports and the day‑to‑day operations of MVD Support Services, providing technical support and assistance to MVD Field Offices, Courts, Law Enforcement, Federal Motor Carrier Safety Administration (FMCSA) and other out‑of‑state government entities. May be required to travel for overnight stays. Remote work within Arizona is possible based on business needs and performance measures. All work, including remote work, must be performed within Arizona unless authorized otherwise. Job Duties Monitor unit activities and conduct training presentations through webinars and monthly in‑service sessions. Perform performance evaluations and, if necessary, progressive discipline. Resolve unusual and complex customer complaints or problems under adverse conditions. Oversee other states’ transmissions of driving records into the current 50 system, ensuring correct download and addressing any issues. Work closely with FMCSA on annual CDL audits to ensure compliance and collaborate with AAMVA on CDL driver data. Create and participate in training external state agencies through Web‑X on MVD Support Services topics. Research and complete legislative analysis; participate in implementation teams. Conduct testing and scenario writing for system updates and improvements. Knowledge, Skills & Abilities (KSAs) Arizona Management System and Continuous Improvement. Federal and state statutes (FMCSA, A.R.S. Titles 13, 28, 41) regulations, codes, and standards related to the area of responsibility. MVD and program policies, procedures and operations, related to NMVTIS, CDLIS, PDPS. 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. Skills Research and investigative skills; assess contributions and performance of employees. Plan, assign, and supervise the work of others. Motivate and provide direction to subordinates to accomplish goals. Monitor and assess performance to make improvements or take corrective action. Identify complex problems and evaluate options to 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. Abilities Understand and apply A.R.S. Titles 13, 28, 41 and FMCSA; learn and interpret CDL, PDPS, NMVTIS policies and procedures. Communicate effectively in both oral and written form with internal and external customers. Plan, implement, and evaluate programs; direct and organize program activities. Establish goals and objectives; recognize, analyze, and solve a variety of problems. Exercise sound judgment in making critical decisions. Analyze, organize, and prioritize work while meeting multiple deadlines. Analyze and prepare documents, reports, and correspondence. Selective Preference(s) 2+ years of MVD Supervisor or Lead experience preferred. Experience in researching and investigating MVR related to A.R.S. Titles 13, 28, 41 and FMCSA. Certified completion of MAX series, Authorized Presence class, and other internal customer service and knowledge classes presented by MVD. Pre‑Employment Requirements Valid driver’s license. Background and fingerprint clearance. Employee operating a motor vehicle for state business must possess and retain a current, valid class‑appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. Must maintain acceptable driving records. Employee operating a personally owned vehicle for state business must maintain statutory liability insurance. All newly hired State employees must complete the Electronic Employment Eligibility Verification Program (E‑Verify). Benefits Sick leave. Vacation with 10 paid holidays per year. Paid parental leave – up to 12 weeks per year 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. Retirement Mandatory participation in the Arizona Retirement System (ASRS) is required. Contact Us For questions about this career opportunity, please contact ADOT Human Resources Recruitment at View email address on click.appcast.io or call View phone number on click.appcast.io option 2. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling View phone number on click.appcast.io option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. #J-18808-Ljbffr State of Arizona Enterprise Technology (ASET)