CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Arizona Department of Administration • Phoenix, AZ

1d • Onsite

About The Position

This position serves as a Customer Service Representative 4 Lead for the Department of Transportation, Motor Vehicle Administration in Phoenix, AZ. The role involves leading the field office in customer service, processing a high volume of transactions with minimal errors, assisting with complex customer issues, and providing training. The Lead may also serve as a backup supervisor, handling customer escalations, coaching subordinates, and managing daily operations. A valid driver's license is required, and the position may involve operating a state vehicle.

Requirements

• 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.
• 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.
• 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.
• 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.
• Maintain acceptable driving records, and must complete all required driver training.
• Maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• 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.
• Assist in complex customer transactions, inquiries and complaints that require extensive knowledge in field office transactions.
• 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.

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