Customer Service Representative 4 Lead

Arizona Department of Administration • Phoenix, AZ

4d • Onsite

About The Position

This position serves as a Lead Customer Service Representative within the Motor Vehicle Division, focusing on complex customer interactions and supporting lower-level staff. The role involves specialized tasks such as identity document verification, managing the most challenging customer complaints, and potentially acting as a supervisor's backup. The team is dedicated to driving a safer transportation system for Arizona.

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 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 of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents.
• Administer written driver test with various systems.
• Manage files and records.
• Design forms and evaluation of customer satisfaction.
• 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 MVD Customer Service Representative.
• AAMVA Fraudulent Document Recognition Training.
• Completion of Q-Series Training (Q-1 through Q-4) and MAX.

Responsibilities

• Perform senior level or lead customer service activities in field office.
• Manage the most complex customer service complaints, inquiries, and issues.
• Provide specialized instruction, training, or certification in specialized areas of expertise.
• Train lower-level staff.
• Monitor and manage workflow within the unit.
• Evaluate and recommend changes to work processes and procedures.
• Serve as back up for supervisor.
• Specialize in identity document verification and advise other CSRs on procedure to issue credentials to foreign applicants.
• Perform second level approval/issue credentials.
• Utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents.
• Prepare incident reports for OIG of suspect documents and assist during an investigation.
• Examine, approve, reject or deny T&R applications and legal documents.
• Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures.
• Process approved applications.
• Return rejected or denied submissions for correction.
• Query, update and/or create records on various databases.
• Examine operator/CDL license history.
• Review data for outstanding citations or warrants.
• Determine eligibility for license.
• Inform customer of outstanding violations and recommend actions for correction.
• Analyze historical records.
• Evaluate for reinstatement rights.

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: Senior
• Education Level: No Education Listed