Customer Service Representative 4

Arizona Department of Administration • Tucson, AZ

1d • Hybrid

About The Position

This position is for a Customer Service Representative 4 within the DEPT OF TRANSPORTATION, specifically for the MVD DIRECTORS OFFICE ADM in Tucson, AZ. The role involves senior-level customer service, responding to a high volume of complex inquiries from MVD Field Offices and MVD Indirect Units. The position requires providing highly technical and specialized instruction in driver license and title and registration processes and procedures for complex cases, requiring considerable judgment. The role may offer the ability to work remotely within Arizona, based on business needs and performance. The State of Arizona promotes a work culture of flexibility, autonomy, and trust, with many state employees participating in the Remote Work Program.

Requirements

• Knowledge of A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's (FMCSA) Rules and Regulations.
• Knowledge of MVD policies and procedures.
• Knowledge of National Motor Vehicle Title Information System (NMVTIS), Electronic Lien & Title (ELT), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS), State Pointer Exchange System (SPEXS) policies and procedures and MVD organization.
• Knowledge of Applicable MVD software, databases, screens and codes.
• Knowledge of Google Workspace.
• Skill in research and investigative skills.
• Skill in proficient verbal communication and computer skills.
• Skill in reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• Ability to effectively communicate with internal and external customers on the policies and procedures that pertains to customer records.
• Ability to understand and apply A.R.S. Titles 13, 28, 41 and Federal Motor Carrier Safety Administration's Rules and Regulations.
• Ability to learn and interpret CDLIS, PDPS, ELT, NMVTIS, SPEXS, policies and procedures and MVD organization.
• 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.
• Maintain acceptable driving records.
• Background clearance.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41.
• Experienced with FMCSA's Rules and Regulations.
• Certified completion of MVD 'Q' Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD.

Responsibilities

• Research and advise on complex items involving customer records from various Internal MVD Business Units; identify issues and desired resolution with screen shots to support.
• Perform as senior level/lead; assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures.
• Return rejected or denied submissions for corrective action.
• Research, gather, and assist with complex situations that requires MAX support team member to assist with complex issues of a vehicle or driver record, or assisting with AZ MVD Now setup.
• Review and assess new process to be documented.
• Answer complex issues for customer records from various MVD offices; problem solve and support customer associates.

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