Customer Service Representative 3

Arizona Department of Administration • Phoenix, AZ

1d • Remote

About The Position

Under general supervision, provide accurate, courteous and excellent customer service in a timely manner to applicants for titling and registration (T&R), driver licenses, mandatory insurance, etc. ensuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies and procedures, respond to inquiries from the general public, examine documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolve problems and questions presented by agency staff both internal and external; operate a computer for data storage and retrieval, balance drawer nightly; confer with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution or difficult problems and/or questions.

Requirements

• Knowledge of ARS Title 28.
• Knowledge of MVD Operational policies and procedures.
• Knowledge of Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
• Knowledge of Applicable MVD software, databases, screens and codes.
• Knowledge of Public relations, office practices, problem resolution techniques.
• Knowledge of Practices for control and security of 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.
• Knowledge of Google workspace.
• Proficient skills in verbal and written communication and computer skills.
• Skill in reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• Skill in correctly interpreting and applying rules, policies and procedures.
• Ability to communicate effectively in providing an appropriate level and extent of required information.
• Ability to handle high volume calls.
• Ability to operate computer, copier, credit card machine and telephone systems.
• Background and fingerprint clearance required.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Two years of experience in a customer service environment.

Responsibilities

• Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and e-mail application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information.
• Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.
• Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public 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: Mid Level
• Education Level: No Education Listed