Customer Service Representative 4

Job Summary

Subject matter expert (SME) responsible for providing highly technical and specialized instruction in the driver license (DL) and title and registration (T&R) processes and procedures on complex cases, including the Problem Driver Pointer System (PDPS), National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS) and the State Pointer Exchange System (SPEXS), Federal Motor Carrier Safety Administration (FMCSA); and carrying out tasks that require considerable judgment.

Confers with customers, provide specialized instruction and guidance to applicants requiring further driving. Exercises discretion to determine eligibility for Intrastate Waivers for commercial licenses. May be required to travel per business needs.

Job Duties

• Answer a high volume of complex inquiries;
• Review, research, advise, interpret, update, consult, collaborate, counsel, guide and resolve problems relative to DL and T&R records, including the PDPS, NMVTIS, CDLIS, SPEXS, and eligibility for Intrastate Waivers for commercial drivers;
• Take appropriate licensing actions based upon review of documentation presented;
• Provide specialized requirement instructions to applicants;
• Input data into the system for licensing actions; this includes creating and updating records;
• Research and resolve complex customer complaints;
• Attend meetings, review, update and create reports relating to PDPS, NMVTIS, CDLIS, and SPEXS to determine if suspension, revocation, disqualification and/or cancellation of license is 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;
• Processing and updating driver records from court abstracts and citations;
• Provide information and training to fellow staff members.

Knowledge, Skills & Abilities (KSAs)

• A.R.S. Titles 13, 28, 41 and the FMCSA Rules and Regulations;
• Transportation Laws of Arizona;
• MVD policies and procedures;
• NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization;
• Applicable MVD software, databases, screens and codes;
• Google Workspace;
• Research, investigative and interviewing;
• Proficient in verbal and written communication and computer;
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation;
• Professional and interpersonal relations;
• Interacting with and assisting customers;
• Active listening;
• Analytical skills to resolve problems that may arise.

Pre-Employment Requirements

• 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).
• Fingerprint clearance required.

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;
• Retail retirement plan;
• Life insurance and long-term disability insurance;
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance.

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.