Customer Service Representative 3

DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

CUSTOMER SERVICE REPRESENTATIVE 3

Job Location:

Address: 4005 N 51ST AVE

City: PHOENIX

Salary: $18.0807/HR
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Grade: 16

Job Summary:

Under general supervision, provides accurate, courteous and excellent customer service in a timely manner to applicants for motor vehicle titling and registration (T&R), motor vehicle operator licenses, mandatory insurance, etc. while assuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies and procedures, responds to inquiries from the general public on issues related to driver license, T&R and mandatory insurance, etc., examines documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolves problems and questions presented by agency staff both internal and external; operates a computer for data storage and retrieval, balance drawer nightly; confers with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions. All other duties assigned.

Job Duties:

Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and e-mail application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information.

Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.

Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service.

Disseminate driver license testing information and provide verbal instructions to the general public on taking the sample test with test outcome; provide customer service related to Statutory guidelines for Motorcycle skill testing, vision tests, and road tests.

Determine/collect/validate & reconcile applicable fees; write receipts for payments/deposits; assure security and valid reconciliations of collected revenue; produce bank deposits, ensure compliance with prescribed accounting standards. Conduct vehicle inspections, determine compliance & proper identity of vehicle, identify possible stolen vehicles using various databases.

Participate and conduct on the job training for new hires; prepare production reports and correspondence; accumulate data and report statistics on various work activities completed in a workday to be incorporated in management reports. Confer with upper management on problem transactions, assuring fully apprised of unusual transactions and/or daily operations.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

• Knowledge of ARS Title 28 and 41.
• MVD Operational policies and procedures; Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization. * Applicable MVD software, databases, screens and codes.
• Public relations, office practices, problem resolution techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Computer use to reference policies and memos and assist customers using MVD web-based programs and applications. * Google workspace.

Skill in:

• Proficient skills in verbal and written communication and computer skills.
• In reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• In correctly interpreting and applying rules, policies and procedures.

Ability in:

• Ability to communicate effectively in providing an appropriate level and extent of required information. * To handle high volume calls.
• To operate computer, copier, credit card machine and telephone systems.

Selective Preference(s):

Two years' experience in a customer service environment.

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 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

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 via email at srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.