CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

Arizona Department of Administration • Tempe, 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 supervisor or manager when one is not available on customer
escalations; subordinate coaching, accounting, and overall daily management
tasks. May be required to operate a state vehicle.

Requirements

• ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and tilting 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.
• Proficient in the 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.
• Manage files and records.
• Designing forms and evaluation of customer satisfaction.
• Must possess and maintain a valid Driver's License.
• Background and fingerprint clearance.
• complete all required training, and successfully pass all necessary driver’s license record checks.
• 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.
• 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 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.

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