Customer Service Representative 3

Arizona Department of Administration • Phoenix, AZ

4d • 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 transactions conform to 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 Leads and Supervisors on decisions and difficult cases.

The position examines, approves, rejects, or denies electronic and mailed titling and registration applications and legal documents; processes approved requests and returns incomplete or noncompliant submissions for correction. It also queries, updates, and creates computer records; reviews records for citations or warrants; assesses driver-license eligibility and reinstatement rights; and researches complex cases to determine steps needed for eligibility and compliance. The role explains procedures, compliance requirements, their rationale, and penalties for noncompliance while delivering professional and efficient public service.

The position is located at the Phoenix Contact Center in Phoenix, Arizona. The anticipated salary is $18.0807, and the posting lists Grade 16.

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) if newly hired as a State employee.
• Knowledge of ARS Title 28; MVD operational policies and procedures; PDPS, ELT, CDLIS, and MVD organization; applicable MVD software, databases, screens, and codes; public relations, office practices, and problem-resolution techniques; practices for control and security of equipment, facilities, cash, forms, and records; computer use to reference policies and memos and assist customers with MVD web-based programs and applications; and Google Workspace.
• Proficient verbal, written communication, and computer skills.
• Ability to read records and resolve complex issues under stressful conditions involving customer records or policy interpretation.
• Ability to correctly interpret and apply 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

• Provide accurate, courteous, timely customer service to applicants for titling and registration, driver licenses, mandatory insurance, and related services.
• Ensure customer transactions and documentation conform to applicable statutes, Title 28 Transportation laws, regulations, and MVD policies and procedures.
• Respond to inquiries from the general public and internal and external agency staff, providing accurate information verbally and in writing.
• Examine legal documents and electronic or mailed titling and registration applications; approve, reject, or deny submissions, process approved requests, and return rejected or denied submissions for correction or additional information.
• Verify financial responsibility and update insurance information and driver-license credentials.
• Query, update, and create computer records; review records for outstanding citations or warrants; determine driver-license eligibility; and inform licensees of violations and recommended corrective actions.
• Analyze historical records, including the National Register, and evaluate reinstatement rights.
• Research and analyze problem cases, determine steps needed to achieve eligibility and compliance, and explain procedures, requirements, rationales, and penalties for noncompliance.
• Use computers for data storage and retrieval, and balance the drawer nightly.
• Consult Leads and Supervisors to determine appropriate actions and resolve difficult problems or questions.

Benefits

• Sick leave
• Vacation with 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 through mandatory participation in the Arizona State Retirement System
• 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
• Education Level: No Education Listed