Customer Service Representative 1 & 3

About the role

This is a customer service position working with the public to provide motor vehicle services including licensing, titling, testing, and permits at a local MVD field office. The role is responsible for timeliness and accuracy of work products, security, and validation of documents, and works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures.

Responsibilities

• Learn to process credentials and title work: examine documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
• Answer customer questions and provide customer service for vehicle or credential records through system research, document review, and service history.
• Data entry and review.
• Administer testing including operator knowledge and skills testing.
• Conduct level 1 vehicle inspections to include VIN validation.
• Capture customers' photo, signature, and application information for credential eligibility/issuance.
• Determine, collect, and evaluate fees; use general accounting procedures to balance accounts.
• Secure and protect all personal identity information (PII) and inventory.
• Participate in process improvement activities; identify potential gaps in processes and recommend solutions to gain efficiencies, reduce cost, and increase customer service.

Requirements

• CSR 1: Entry-level training position; requires no experience.
• CSR 3: One year previous MVD experience in title & registration and/or driver's licenses OR upon successful completion of training and adherence to performance standards (typically within 6 months).

Knowledge, Skills & Abilities

• Knowledge or ability to learn: ADOT / MVD rules, regulations, processes, and procedures.
• Skills in: Verbal and written communication with a customer-centric focus; typing or using a keyboard at a rate capable of keeping pace with expected productivity.
• Ability to: Adapt to and embrace a changing environment and changes to processes and procedures; stand or sit for long periods and work outside when necessary; excel in an office environment; operate a PC/computer and proprietary MVD software and other office equipment.

Pre-Employment Requirements

• Must possess and maintain a valid driver's license.
• Background check and fingerprinting is required.
• 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

• 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

Retirement

Mandatory participation in the Arizona Retirement System (ASRS) is required.