Customer Service Representative 4 Lead

Arizona Department of Administration • Phoenix, AZ

1d • Hybrid

About The Position

This position serves as a Unit Lead and subject matter expert within the Specialized Registration Services at the Department of Transportation. The role involves training new staff, distributing and assigning work to ensure quality customer service, performance, and productivity. The Lead is responsible for ensuring proper application and compliance with various regulations and policies related to the Motor Carrier Program and Motor Vehicle Division Title and Registration. This includes evaluating and recommending changes to work processes, producing reports, and providing direct support to Motor Carrier Supervisors. The position may also serve as a backup supervisor, assist staff and customers with complex issues, and perform quality assurance checks to ensure accuracy and timeliness of transactions. The role may offer the ability to work remotely within Arizona, depending on business needs and performance.

Requirements

• ARS Title 28; laws, regulations, policies and procedures mandated by the U.S. Federal Motor Carrier Highway System for USDOT.
• ADOT and MVD policies and procedures pertaining to job functions and employee requirements.
• Aircraft, Fleet, IFTA and IRP requirements.
• MVD forms and their general use and application.
• General knowledge of trucking/motor carrier industry business terminology and practices.
• Working knowledge of various computer hardware, software, databases (mCarrier database, Title & Registration, USDOT, tracking logs, customer database, etc.).
• Microsoft office tools (Word, Excel, Access) and Google Workspace.
• Verbal and written communication skills along with professional and interpersonal relations skills.
• Interacting with and assist customers.
• Customer service skills.
• Typing and computer skills to perform data entry and electronic communication.
• Reading and Math/Computation skills to review documents and handle cash room and ARMANI functions and payments received.
• Organizational and time management skills to complete tasks independently or in a group setting.
• Analytical skills to resolve problems that may arise.
• Ability to provide technical expertise to customers and fellow employees.
• Ability to resolve problems and answer questions regarding Fleet Unit Transactions, IFTA licensing, IRP registrations, Aircraft and other Unit functions.
• Ability to operate office equipment, answer phones, draft correspondence in various forms and assist in daily office functions.
• Ability to multi-task among various tasks/projects and effectively evaluate situations and problems for resolution and/or the need to elevate serious problems to management.
• Ability to work independently and in a team environment.
• Valid Arizona Driver's License.
• 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 if driving is an essential function.
• Must maintain acceptable driving records and complete all required driver training if driving on state business.
• Must maintain the statutorily required liability insurance if operating a personally owned vehicle on state business.
• Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Experience working in an MVD office.
• Certification, skills and knowledge of title and registration policies and procedures, and use of the TPX database.
• Familiarity with ARS Title 28 as it pertains to Rental vehicle registrations, International Registration, Agency Agreements and motor carrier functions.
• Familiarity with POLARIS, IRP and IFTA.

Responsibilities

• Train new staff and distribute/assign work to ensure quality customer service, performance and productivity.
• Ensure proper application and compliance with Fleet Services, Aircraft, International Fuel Tax Agreement (IFTA), the International Registration Plan (IRP) and applicable state and federal laws pertaining to the Motor Carrier Program and Motor Vehicle Division Title and Registration policies and procedures.
• Evaluate and recommend changes to work processes and procedures.
• Produce daily, weekly and monthly reports.
• Provide direct support to the Motor Carrier Supervisors and may serve as backup supervisor.
• Assist staff and customers with the most complex issues.
• Perform quality assurance checks to ensure CSR transactions are in compliance and processed in an accurate and timely manner.
• Serve as the primary backup to supervisors to ensure compliance of unit operations.
• Assist CSRs in answering technical problems related to Unit work.
• Calculate and reconcile fees, research and request refunds for customers, if required.
• Provide database and system testing as required for implementing changes.
• Participate in and attend MVD T&R training classes to obtain the needed certification to perform motor carrier transactions.

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