Customer Service Representative 2

About the role

This position will perform a variety of customer service activities at the Arizona Ports of Entry/offices that do not require an AZ P.O.S.T certified peace officer. This position will interpret and communicate the provisions of state and federal motor vehicle codes pertaining to size/weight applicable to Division Port Operations. May screen and weigh or assist with weighing commercial vehicles. Responsible for security of cash receipts, information and a wide variety of accountable forms. Utilizes permit issuance to regulate domestic and foreign-based commercial vehicle traffic entering and exiting the state. Overnight travel may be required. Background check is required.

Responsibilities

• Answer various inquiries pertaining to motor vehicle administrative rules, regulations, federal and state statutes, policies and procedures.
• Resolves customer issues, problems and/or concerns.
• Provides information to representatives of other states motor carrier entities, transportation personnel, law enforcement agencies, T&R offices and other governmental entities.
• Performs duties which involve continual public contact.
• Provides motor carrier customer contact, follow-up and information referral service relative to the ECD Enforcement programs.
• Issues applicable permits, routes over-dimensional loads and collects appropriate fees and taxes.
• Reconciles cash receipts and prepares daily deposits.
• Must Identify when enforcement actions is required and refer the problem to an enforcement officer or supervisor.
• Examines motor carrier vehicle registrations and related documents to determine authenticity.

Knowledge

• Police Department functions, organization, mission, procedures, objectives, policies, rules and regulations particularly those applicable to law enforcement
• Practices of computer applications and software; of Spillman Cad RMS, Query Analyzer, Livescan, and Armani
• Federal OSHA, State and County regulations and policies regarding safe work practices
• Commercial Vehicle Safety Alliance (CVSA) laws, Arizona Police Officer Standards and Training (AZ Post Rules)
• EPro/Transport, the Arizona Management System and all ADOT software used in Enforcement Services Bureau (ESB)

Skills

• Maintain working relationships with other agency divisions, the public, employees and contractors
• Strong math, critical thinking, research and complex analysis
• Problem solving and conflict resolution, interpersonal and employee relations
• Multi-tasking and time management of multiple and sometimes competing priorities and deadlines
• Decision making
• Oral and written communication in the preparation of clear concise reports, correspondence and PowerPoint presentations
• Google Platform

Qualifications

• Read, comprehend, and interpret detailed, complex written material
• Conduct research and compile findings
• Handle a variety of complex, sensitive and confidential materials simultaneously
• Prioritize work assignments and meet deadlines, resolve issues; be tactful but diplomatic
• Remain professional under stress
• Work independently without supervision
• Interact tactfully, persuasively and effectively, demonstrating sensitivity in dealing with individuals from diverse backgrounds
• Work cooperatively as part of a team and remain calm and focused and adapt quickly to changing priorities
• Handle face to face contact with challenging individuals

Selective Preference

Two or more years administrative and/or operational support experience.

Pre-Employment Requirements

• Valid Driver's license with acceptable driving record.
• 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

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