Customer Service Representative 2

Arizona Department of Administration • Tucson, AZ

22h • Onsite

About The Position

The Arizona Department of Transportation is hiring a Customer Service Representative 2 to perform customer service activities at Arizona Ports of Entry and offices that do not require an AZ P.O.S.T.-certified peace officer. The role interprets and communicates state and federal motor vehicle code provisions related to size and weight for Division Port Operations. It may include screening and weighing commercial vehicles or assisting with weighing them. The employee is responsible for the security of cash receipts, information, and accountable forms, and uses permit issuance to regulate domestic and foreign-based commercial vehicle traffic entering and leaving Arizona. Overnight travel may be required, and a background check is required.

This position involves continual public contact and requires responding to inquiries, resolving customer concerns, providing motor carrier information and referrals, issuing permits, routing over-dimensional loads, collecting fees and taxes, and reconciling cash receipts. The employee must identify cases requiring enforcement action and refer them to an enforcement officer or supervisor, as well as examine registrations and related documents for authenticity.

The position requires sound judgment, strong customer-service and communication skills, discretion when handling sensitive or confidential materials, and the ability to work independently and cooperatively with a team. Driving or use of a vehicle is an essential job function. Employees driving on state business must maintain a valid, appropriate driver's license, meet driver training and record-check requirements, and maintain required insurance when using a personally owned vehicle. Newly hired State employees must successfully complete E-Verify.

Requirements

• Two or more years of administrative and/or operational support experience (selective preference).
• Possess and retain a current, valid, class-appropriate driver's license when operating a motor vehicle on State business; meet required driver training and license record-check requirements and maintain an acceptable driving record.
• Maintain statutorily required liability insurance when operating a personally owned vehicle on State business.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) as a newly hired State employee.
• Pass a background check.
• Ability to read, comprehend, and interpret detailed, complex written material.
• Ability to conduct research, compile findings, and handle complex, sensitive, and confidential materials simultaneously.
• Ability to prioritize assignments, meet deadlines, resolve issues, and remain professional under stress.
• Ability to work independently and cooperatively as part of a team, adapt to changing priorities, and interact tactfully and effectively with individuals from diverse backgrounds.
• Ability to handle face-to-face contact with challenging customers.
• Knowledge of computer applications and software, including Spillman Cad RMS, Query Analyzer, Livescan, Armani, EPro/Transport, and ADOT Enforcement Services Bureau software.
• Knowledge of Commercial Vehicle Safety Alliance laws, AZ POST rules, the Arizona Management System, and applicable police department functions and procedures.
• Knowledge of federal OSHA and State and County regulations and policies regarding safe work practices.
• Skill in maintaining working relationships, math, critical thinking, research, complex analysis, problem solving, conflict resolution, multitasking, time management, decision making, and oral and written communication.
• Skill in using the Google Platform.

Nice To Haves

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

Responsibilities

• Answer inquiries about motor vehicle administrative rules, regulations, federal and state statutes, policies, and procedures.
• Resolve customer issues, problems, and concerns.
• Provide information to representatives of other states' motor carrier entities, transportation personnel, law enforcement agencies, T&R offices, and other governmental entities.
• Provide motor carrier customer contact, follow-up, and information referral services related to ECD Enforcement programs.
• Issue applicable permits, route over-dimensional loads, and collect appropriate fees and taxes.
• Reconcile cash receipts and prepare daily deposits.
• Identify when enforcement action is required and refer the matter to an enforcement officer or supervisor.
• Examine motor carrier vehicle registrations and related documents to determine authenticity.
• Interpret and communicate state and federal motor vehicle code provisions concerning size and weight applicable to Division Port Operations.
• Screen and weigh commercial vehicles, or assist with weighing them, as needed.
• Maintain the security of cash receipts, information, and accountable forms.
• Use permit issuance to regulate domestic and foreign-based commercial vehicle traffic entering and exiting Arizona.

Benefits

• Sick leave
• Vacation and 10 paid holidays per year
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program)
• Health and dental insurance
• Retirement plan with mandatory participation in the Arizona State Retirement System (ASRS)
• Life insurance and long-term disability insurance
• Optional short-term disability insurance
• Optional deferred compensation plans
• Optional supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed