Customer Service Representative 4

Job Summary

Lead the field office in serving customers by processing high volume of transactions with minimal errors; assist in complex customer transactions, inquiries and complaints that require extensive knowledge in field office transactions; provide training on field office transactions for new hires and underperforming staff; support the field office in problem solving efforts; serve as a backup for supervisor or manager when one is not available on customer escalations, subordinate coaching, accounting and overall daily management tasks. May serve as backup supervisor. May be required to operate a state vehicle.

Job Duties

• Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.
• Provide training and assistance for new hires and tenure staff.
• Carry out daily huddles and support the office in problem solving efforts to improve the customer experience.

Knowledge, Skills & Abilities (KSAs)

• ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles.
• Voter registration, selective service and organ donor registration.
• Public and customer relations.
• Fraudulent document recognition with successful completion of American Association of Motor Vehicle Administrators (AAMVA) Fraudulent Document Recognition Training, Arizona Version/Level I and Level II.
• Proper incident reporting and investigation procedures.
• Google Workspace.

Skills

• Active listening.
• Critical thinking.
• Reading comprehension.
• Oral and written communication.
• Problem resolution techniques, actively looking for ways to help people.
• Data entry, retrieval and analysis skills.
• Proficient in the use of electronic verification systems.
• Use fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems.
• Administer written driver test.
• Manage files and records.
• Designing forms and evaluation of customer satisfaction.

Selective Preference(s)

• Experience as MVD Customer Service Representative.
• AAMVA Fraudulent Document Recognition Training.
• Completion of MAX Training.
• Continuous Improvement Training (AMS).

Pre-Employment Requirements

• Must possess and maintain a valid Driver's License.
• Background and Fingerprint clearance.

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.
• Retailer plan.
• 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. 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.