CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Arizona Department of Administration • Surprise, AZ

6d • Onsite

About The Position

Lead the field office in serving customers by processing high volume of
transactions with minimal errors; assist in complex customer transactions,
inquiries and complaints that require extensive knowledge in field office
transactions; provide training on field office transactions for new hires and
underperforming staff; support the field office in problem solving efforts;
serve as a backup for supervisor or manager when one is not available on
customer escalations, subordinate coaching, accounting and overall daily
management tasks. May serve as backup supervisor. May be required to operate a
state vehicle.

Requirements

• Knowledge of: • ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles. • Voter registration, selective service and organ donor registration. • Public and customer relations. • Fraudulent document recognition with successful completion of American Association of Motor Vehicle Administrators (AAMVA) Fraudulent Document Recognition Training, Arizona Version/Level I and Level II. • Proper incident reporting and investigation procedures. • Google Workspace.
• Skills in: • Active listening. • Critical thinking. • Reading comprehension. • Oral and written communication. • Problem resolution techniques, actively looking for ways to help people. • Data entry, retrieval and analysis skills.
• Ability to: • Use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents • Use various systems and administration of written driver tests. • Manage files and records. • Design forms and evaluate customer satisfaction.
• Must possess and maintain a valid Driver's License.
• Background and Fingerprint clearance.
• If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Experience as MVD Customer Service Representative.
• AAMVA Fraudulent Document Recognition Training.
• Completion of MAX Training. Continuous Improvement Training (AMS).

Responsibilities

• Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.
• Provide training and assistance for new hires and tenure staff.
• Conduct daily huddles and support the office in problem solving efforts to improve the customer experience.

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
• Number of Employees: 501-1,000 employees