Customer Service Representative 4

Arizona Department of Administration • Phoenix, AZ

1d • $40,207 • Hybrid

About The Position

This position is considered a subject matter expert (SME) handling a high volume of complex calls and correspondence from MVD Field Offices, Court personnel, Law Enforcement and other government entities in and out of the state of Arizona; responsible for providing highly technical and specialized instruction in the driver license (DL) and title and registration (T&R) processes and procedures on complex cases, including the Problem Driver Pointer System (PDPS), National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS) and the State Pointer Exchange System (SPEXS), Federal Motor Carrier Safety Administration (FMCSA); and carrying out tasks that require considerable judgment. Reviews medical documentation, accepting or rejecting claims utilizing medical knowledge and professional input; confers with customers, perform senior level activities by providing specialized instruction and guidance to applicants requiring further driving, medical or psychological tests to conclude eligibility for commercial and/or class D driver licenses. Exercises discretion to determine eligibility for Intrastate Waivers for commercial licenses. Makes decisions from federal and state laws, rules and regulations.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

• Knowledge of: A.R.S. Titles 13, 28, 41 and the FMCSA rules and Regulations.
• Transportation Laws of Arizona.
• MVD policies and procedures.
• NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization.
• Applicable MVD software, databases, screens and codes.
• Google Workspace.
• Mental and physical conditions, statistical analysis, principles and practices of medical and surgical service, pharmacology, medical terminology, and community health resources.
• Occupational health and safety regulations, and the Americans with Disabilities Act guidelines.
• Skills in research, investigative and interviewing.
• Proficient in verbal and written communication and computer.
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• Professional and interpersonal relations.
• Interacting with and assisting customers.
• Active listening.
• Analytical skills to resolve problems that may arise.
• Ability to understand and apply A.R.S. Titles 13, 28, 41 and FMCSA Rules and Regulations.
• Learn and interpret CDLIS, PDPS, NMVTIS, SPEXS, policies and procedures and MVD organization.
• Effectively communicate with internal and external customers on the policies and procedures that pertains to customer records.
• Determine propriety of medical and surgical services, interpreting pharmacology and medical terminologies and identifying community health resources.
• Assess mental and physical conditions to ascertain the ability to operate a motor vehicle.
• Valid driver's license.
• Any employee operating a motor vehicle on State business 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.
• The license must be current, unexpired, and neither revoked nor suspended.
• 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.
• An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Knowledge and/or experience on reviewing, research and analyze MVD reports that pertain A.R.S Titles 13, 28, 41 and FMCSA.
• Two years of MVD customer service experience in a regulatory or public service environment which includes responding to customers regarding rules, regulations, policies and procedures.
• Two years in administrative work.

Responsibilities

• As the SME, answer a high volume of complex inquiries; review, research, advise, interpret, update, consult, collaborate, counsel, guide and resolve problems relative to DL and T&R records, including the PDPS, NMVTIS, CDLIS, SPEXS, and the FMCSA regulations for medical documentation to determine compliance, and eligibility for Intrastate Waivers for commercial drivers.
• Take appropriate licensing actions based upon review of documentation presented.
• Accept or reject applications, and refer applicant to medical professionals if necessary.
• Refer to federal and state laws, rules and regulations when determining eligibility.
• Provide specialized requirement instructions to applicants.
• Input data into the system for licensing actions; this includes creating and updating records.
• Research and resolve complex customer complaints.
• Attend meetings, review, update and create reports relating to Medical Review, PDPS, NMVTIS, CDLIS, and SPEXS to determine if suspension, revocation, disqualification and/or cancellation of license is required as well as verifying if a driver pointer will need to be added, pulled, or deleted.
• Work with other state jurisdictions to resolve all driver pointer issues.

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