CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Arizona Department of Administration • Tempe, AZ

1d • Onsite

About The Position

This position is for a Customer Service Representative 4 Lead within the Department of Transportation's Motor Vehicle Division. The role is open to current ADOT employees only. The primary focus is on leading the field office in serving customers by processing a high volume of transactions with minimal errors, assisting with complex customer issues, and providing training to staff. The Lead will also support problem-solving efforts, act as a backup supervisor for escalations, and handle subordinate coaching, accounting, and daily management tasks. Operating a state vehicle may be required.

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.
• Knowledge of Voter registration, selective service, and organ donor registration.
• Knowledge of Public and customer relations.
• Knowledge of 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.
• Knowledge of Proper incident reporting and investigation procedures.
• Knowledge of Google Workspace.
• Skills in Active listening.
• Skills in Critical thinking.
• Skills in Reading comprehension.
• Skills in Oral and written communication.
• Skills in Problem resolution techniques, actively looking for ways to help people.
• Skills in Data entry, retrieval and analysis skills.
• Ability to proficiently use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests.
• Ability to manage files and records.
• Ability to 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.
• Successfully pass all necessary driver’s license record checks.
• Maintain acceptable driving records.
• Complete all required driver training.
• Maintain the statutorily required liability insurance if operating a personally owned vehicle on state business.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

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

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 tenured 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 supervisor or manager when one is not available on customer escalations.
• Handle subordinate coaching, accounting, and overall daily management tasks.

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