Customer Service Representative 3

Arizona Department of Administration•Tucson, AZ

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 work conforms to applicable statutes, Arizona Title 28 transportation laws, rules, regulations, and MVD policies and procedures. Respond to public inquiries, examine documentation to clarify information, verify financial responsibility and insurance information, update driver license credentials, verify and interpret motor vehicle records, examine legal documents, and provide accurate information verbally and in writing. Resolve problems and questions raised by internal and external agency staff. Use a computer for data storage and retrieval and balance the drawer nightly. Confer with Leads and Supervisors on actions and decisions needed to resolve difficult problems or questions. The position is located at the Motor Vehicle Division, 1360 S. Stocker Drive, Tucson, Arizona. Remote work may be available as a management option; it is not an employee entitlement, and an agency may terminate a remote-work agreement at its discretion.

Requirements

Two years of experience in a customer service environment.
Background and fingerprint clearance required.
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) as a newly hired State employee.
Knowledge of Arizona Revised Statutes Title 28, MVD operational policies and procedures, and MVD organization.
Knowledge of PDPS, ELT, CDLIS, applicable MVD software, databases, screens, and codes.
Knowledge of public relations, office practices, problem-resolution techniques, and practices for controlling and securing equipment, facilities, cash, forms, and records.
Knowledge of computer use to reference policies and memos and assist customers with MVD web-based programs and applications, and knowledge of Google Workspace.
Verbal and written communication and computer skills.
Ability to read records and resolve complex issues involving customer records or policy interpretation under stressful conditions.
Ability to correctly interpret and apply rules, policies, and procedures.
Ability to communicate effectively and provide an appropriate level and extent of information.
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, including submissions received through verbal instructions, phone, and email applications, to ensure 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; review records for outstanding citations or warrants; determine driver-license eligibility; inform licensees of violations; and recommend corrective action.
Analyze historical records, including the National Register, and evaluate eligibility for reinstatement rights.
Research and analyze problem cases, determine steps needed to achieve eligibility and compliance, and respond to inquiries.
Provide procedural information and explain compliance requirements, the rationale for those requirements, and penalties for noncompliance.
Provide positive, professional, and timely public service, including handling high-volume calls.
Operate computer systems and related equipment, and balance the drawer nightly.
Coordinate with Leads and Supervisors to determine appropriate actions and resolve difficult problems or questions.

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
Retirement plan through 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
Possible full-time or part-time remote-work schedule at management discretion