CUSTOMER SERVICE MANAGER

DEPT OF TRANSPORTATIONDriving the future of transportation with a diverse and innovative team!CUSTOMER SERVICE MANAGERJob Location:Address: 4005 N 51ST AVECity: PHOENIXPosting Details:Salary: $57,447.10Grade: 21Job Summary:Provides oversight of multi-faceted program within MVD; responsible for the overall customer service experience with multiple Call Centers; leadership of subordinate supervisors; meeting the goals and objectives of the Program/Division; establish and implement key performance measures; coordinates with ITG database developers creating a best in class online (Envoy) customer distribution channel; acts as a central point of contact with other MVD programs and SAZ to address training requirements, policy development, implementation, assessment and implementation to ensure the most productive operation. Comply with all statutory and agency requirements, program and unit policies and procedures. Achieves quality assurance operation objectives by contributing information and analysis to strategic palling: preparing and completing action plans, implementing production, productivity, quality, and customer service standards; identifying and resolving programs, determining system improvements; implementing change; prepares quality documentation and reports by collecting, analyzing and summarizing information and trends. May be required to drive a state vehicle, which may include overnight or out of state travel.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 role is in an office but can be remote from other office locations.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:Manage customer service team to ensure service levels are met and maintained, direct budgetary/personnel activities through subordinate supervisors; safeguard customers' personal information, accountable for the assigned inventory and secured storage of MVD records and protection of unauthorized customer terminal access.Coach and develop subordinate supervisors to ensure goals and objectives are met; facilitate call calibration sessions to establish consistency for CSR evaluations, validations of CSR competencies, recognition opportunities, and identify areas for training needs.Evaluate and provide recommendations for training requirements; ensure change in policy, statues, and call handling guidelines are effectively communicated to all staff in a timely manner; facilitates/utilizes subject matter experts for refresher training sessions; ensure new hire training plans are updated, organized, and delivered effectively for knowledge retention.Participate in conference calls with management to evaluate performance levels; review staff attendance; assess call volume patterns/trends to respond to short and long term staffing requirements to minimize risk to the customer experience, adhiere to staffing guidelines and budgeted maximum staffing levels; seek efficiencies with focus on managing costs while maintaining service levels.Knowledge, Skills & Abilities (KSAs):Knowledge of:- Federal and state laws- Title 28 and other Statutes, ADOA personnel rules and policies- MVD operations, practices, procedures and systems- ADOT budget, purchasing and payroll guidelines- Business area analysis, planning activitiesSkill in:- Strong oral and written communication, coaching and mentoring skills- Time management and problem solving- Strong advanced computer operation skills- Strong set of core values and beliefs- Prioritizing and multitasking in a multiple priority environment- Maintain a high-level of accuracyAbility to:- Ability to display empathy- Accountable for own actions and holds a non-negotiable level of integrity- Be self motivated and self-aware- Build consensus and be a team player- Safeguard and maintain strict confidentiality of information- Research and resolve problems in a timely manner- To prioritize duties and seeks guidance when necessary- Interact professionally with constituents, coworkers, and vendors.Selective Preference(s):Management or supervisory experience in a Customer Call Center Service environment, or completion of 1-2 years Community College or Vocational School program with emphasis on Customer Service.Pre-Employment Requirements:This position requires driving or the use of a vehicle as an essential function of the job and the following requirements apply. Any employee operating a motor vehicle on 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. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).Benefits:The Arizona Department of Administration offers a comprehensive benefits package to include:• 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 insuranceLearn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits pageRetirement:Mandatory participation in the Arizona Retirement System (ASRS) is required.Contact Us: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 (602) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.