Customer Service Representative 4 Lead

Arizona Department of Administration • Surprise, AZ

1d • Onsite

About The Position

This position is for a Customer Service Representative 4 Lead within the Motor Vehicle Administration at the Department of Transportation. The role is open to current state employees only. The primary focus is to lead the field office in serving customers by processing a high volume of transactions with minimal errors, assisting with complex customer transactions, inquiries, and complaints. The Lead will also provide training for new and underperforming staff, support problem-solving efforts, and serve as a backup for the supervisor or manager in areas such as customer escalations, subordinate coaching, accounting, and daily management tasks. The position may require operating 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.
• 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 Use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents.
• Ability to Use 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 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.
• 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 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