CUSTOMER SERVICE REPRESENTATIVE 1 & 3

Arizona Department of Administration • Surprise, AZ

1d • Onsite

About The Position

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. This position is responsible for timeliness and accuracy of work products, security, and validation of documents. This position works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures. The Customer Service Representative 3 position requires one year of previous Motor Vehicle experience or successful completion of training with adherence to performance standards (typically six months).

Requirements

• Must possess and maintain a valid driver's license.
• Background check and fingerprinting are 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).
• Knowledge of ADOT / MVD rules, regulations, processes, and procedures.
• Ability to execute customer service principles and best practices.
• Verbal and written communication with a customer centric focus.
• Typing or using a keyboard at a rate capable of keeping pace with expected productivity.
• Adapt to and embrace a changing environment.
• Adapt to and embrace 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.
• Operate proprietary MVD software and other office equipment.

Nice To Haves

• 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)

Responsibilities

• Process credentials and title work which include examining 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 is required.
• 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.
• Learn to process credentials and title work which include examining 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.
• Learn to answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required.
• Learn to administer testing including operator knowledge and skills testing.
• Learn to conduct level 1 vehicle inspections to include VIN validation.
• Learn to capture customers' photo, signature, and application information for credential eligibility/issuance.
• Learn to determine, collect, and evaluate fees, use general accounting procedures to balance accounts.
• Learn to secure and protect all personal identity information (PII) and inventory.
• Learn and participate in process improvement activities, including the use and application of process improvement.
• Identify potential gaps in processes recommending solutions to gain efficiencies, reduce cost, and increase customer service.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees