Customer Service Representative 4

DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 4

• Open to current ADOT Employees ONLY * *

Job Location:

Address: 3565 S BROADMONT DR

City: TUCSON

Posting Details:

Salary: $40,207.02

Grade: 17

Job Summary:

MVD Support Services Unit positions are subject matter experts with specialized training to analyze a high volume of complex inquiries received and communicated through various outlets; responsible for assessing customers' needs to resolve challenges preventing completion of Services by providing highly technical and specialized internal support in the driver license and title and registration processes and procedures.

Job Duties:

Provides support, guidance for the most complex customer inquiries and issues that may include specialized instruction, training/certification in specialized areas of expertise; identify issues and the desired resolution with support screenshots; may train lower level staff, manage workflow within the unit, evaluating and recommending changes to work processes and procedures.

May serve as a backup lead. Manages high volume call and various outlets of communication.

Exercises discretion to research, verify, interpret, update and apply specialized knowledge of the Problem Driver Pointer System {PDPS), National Motor Vehicle Title Information System {NMVTIS), Electronic Lien Title {ETL), Commercial Driver License Information System {CDLIS) and the State Pointer Exchange System (SPEXS), FMCSA, Medical Certification to resolve issues presented with the DL and T&R Service or Record.

Review PDPS, NMVTIS, CDLIS, ELT and SPEXS error and batch reports retrieved from the internal MAX system as well as from AAMVA to determine if suspension, revocation, disqualification and/or cancellation of license are required as well as verifying if a driver pointer will need to be added, pulled or deleted.

Work with other state jurisdictions to resolve all driver pointer issues.

Process and update driver records from court abstracts and citations.

Knowledge, Skills & Abilities (KSAs):

Knowledge of :

A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's Rules and Regulations.

Knowledge of MVD policies and procedures. Knowledge of NMVTIS, ELT, CDLIS, POPS, SPEXS, FMCSA, Medical Certifications policies and procedures and MVD organization. Knowledge of applicable MVD software, databases, screens and codes.

Skills in:

Customer and Personal Service - assess customers needs, meeting quality standards for service and evaluation of customer satisfaction. Active listening - full attention, understanding the points being made, asking questions as appropriate, not interrupting at inappropriate times. Critical thinking - using logic and reason to identify alternative solutions or approaches to problems.

Ability to:

Comprehend and apply applicable program rules, policies and procedures, systems, and relevant statutes. Reading comprehension - understanding written sentences and paragraphs in work related documents.

Speaking - convey information effectively. Problem Solve - keep record of interactions, details of inquiry and actions taken.

Selective Preference(s):

Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41.

Also FMCSA's Rules and Regulations. Certified completion of MVD 'Q' Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD.

Pre-Employment Requirements:

Must have a valid driver's license with acceptable driving record. 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).

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:

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.