Customer Service Representative 3

Arizona Department of Administration•Tucson, AZ

2d•Onsite

About The Position

Under general supervision, provide accurate, courteous, and timely customer service to applicants for titling and registration, driver licenses, mandatory insurance, and related services. Ensure conformance with applicable statutes, Title 28 Transportation laws, rules, regulations, and MVD policies and procedures. Respond to public inquiries; examine documentation; verify financial responsibility and update insurance information and driver license credentials; interpret motor vehicle records and legal documents; and provide accurate information verbally and in writing. Resolve questions and problems raised by internal and external agency staff. Use computer systems for data storage and retrieval, balance the drawer nightly, and consult with Leads and Supervisors on actions and decisions for difficult problems or questions. The role examines, approves, rejects, or denies electronic and mailed titling and registration applications and legal documents, processes approved requests, and returns rejected or denied submissions for correction or additional information. It queries, updates, and creates computer records; checks for outstanding citations or warrants; determines driver-license eligibility; explains violations and recommends corrective actions; analyzes historical records, including the National Register; and evaluates reinstatement rights. The representative researches and analyzes problem cases, determines steps needed to establish eligibility and compliance, responds to inquiries, explains procedures and compliance requirements and the rationale and penalties associated with them, and provides positive, professional, and timely public service.

Requirements

Two years of experience in a customer service environment.
Background and fingerprint clearance required.
Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) as a newly hired State employee.
Knowledge of Arizona Revised Statutes Title 28 and MVD operational policies and procedures.
Knowledge of the Problem Driver Pointer System (PDPS), Electronic Lien Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
Knowledge of applicable MVD software, databases, screens, and codes; public relations; office practices; and problem-resolution techniques.
Knowledge of practices for controlling and securing equipment, facilities, cash, forms, and records.
Knowledge of computer use to reference policies and memos and assist customers using MVD web-based programs and applications, and knowledge of Google Workspace.
Proficient verbal, written communication, and computer skills.
Skill in reading records and resolving complex issues under stressful conditions involving customer records or policy interpretation.
Skill in correctly interpreting and applying rules, policies, and procedures.
Ability to communicate effectively and provide an appropriate level and extent of required information.
Ability to handle high-volume calls.
Ability to operate a computer, copier, credit card machine, and telephone systems.

Responsibilities

Examine, approve, reject, or deny electronic and mailed titling and registration applications and legal documents for compliance with Arizona Revised Statutes and MVD requirements.
Process approved requests and return rejected or denied submissions for corrections or additional information.
Query, update, and create computer records, and review records for outstanding citations or warrants.
Determine driver-license eligibility, inform licensees about outstanding violations, and recommend corrective action.
Analyze historical records, including the National Register, and evaluate reinstatement rights.
Research and analyze problem cases and determine steps needed to achieve eligibility and compliance.
Respond to public and agency inquiries and explain procedures, compliance requirements, their rationale, and penalties for noncompliance.
Provide accurate, courteous, professional, and timely customer service in person and through phone and email channels.
Examine documentation, verify financial responsibility, update insurance information and driver-license credentials, and interpret motor vehicle records and legal documents.
Resolve questions and problems raised by internal and external agency staff, consulting Leads and Supervisors on difficult matters.
Use computers for data storage and retrieval and assist customers with MVD web-based programs and applications.
Balance the drawer nightly.

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 insurance
Dental insurance
Mandatory participation in the Arizona State Retirement System (ASRS)
Life insurance
Long-term disability insurance
Optional short-term disability insurance
Optional deferred compensation plans
Optional supplemental life insurance