Address:  5000 West Carefree Highway, Phoenix, Arizona 85086

Hiring Salary Range: $40,000 - $50,000 

Grade: 20

Closing Date: 08/26/2025

CUSTOMER SERVICE SECTION SUPERVISOR
SUPPORT SERVICES DIVISION / CUSTOMER SERVICE BRANCH / PHOENIX, AZ BASED
FLSA- Exempt / SALARY GRADE 20 (hiring range $40,000 - $50,000)
CLOSING DATE: 08/26/2025

Under supervision of the Customer Service Manager, the Customer Service Front Counter Lead will be responsible for coordinating work flow activities and performing supervisory activities for the front counter staff. This position will assist in approving the resolution of complex customer inquiries requiring interpretation of the law, rules, policies and procedures within established guidelines, procedures and protocols for the front counter. This position will prepare daily reconciliation and weekly sales reports and registers and performs inspections of watercraft for compliance with Federal requirements.

This position will handle issues with licenses, special use stamps, and permits. Responds to public inquiries through the mail, in person and over the telephone, regarding State and Federal laws and Department policies/procedures, and urban wildlife nuisances. Records all nuisance calls in the Human Wildlife Conflict Database. Performs other duties as assigned.

Major duties include:

- Coordinates workflow activities which includes performing supervisory activities, ensuring customer service operations policies, procedures and performance standards are being met

- Approving complex customer inquiries, requiring the interpretation of law, rules, policies and procedures within established guidelines, procedures and protocols for the Watercraft Unit

- Reconciles daily and weekly sales reports and prepares appropriate reports

- Provides needs analysis to exceed customer’s expectations and responds to public inquiries through mail, in person and via over the phone

The candidate will have knowledge in/of: Department commission rules and orders, Title 5 and Title 33 of the US Coast Guard Federal regulations, principles and processes for providing customer and personal services, Title 17 as they apply to the watercraft programs, principles and techniques of management and effective supervision.

Candidates must be skilled in both oral and written communication in order to interpret laws, rules and regulations and possess problem solving skills. Must be able to defuse a difficult situation with a professional and respectful attitude, show patience and provide excellent customer service to both internal and external customers. Candidate must be skilled to supervise staff and coordinate work flow within the unit, maintain effective working relationships, oral and/or written communications in order to interpret Game and Fish laws, rules, policies and procedures, provide technical guidance to subordinate staff on evaluating documentation for accuracy and completeness, advances listening abilities and skills for attending to and resolving customer concerns and requests, interpersonal relationships, and problem solving skills with customer issues with watercraft, licensing, and any other problem the customer may have.

The ideal candidate must be able to defuse a difficult situation with a professional matter and provide customer services with a respectful and enthusiastic attitude.

If this position requires driving or the use of a vehicle as an essential function of the job, then 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).

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

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 insurance

Learn 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 page

If you have any questions please feel free to contact Milani Barron at mbarron@azgfd.gov for assistance. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.