CUSTOMER SERVICE REPRESENTATIVE 4

Arizona Department of Administration•Phoenix, AZ

2d•$40,207•Hybrid

About The Position

This position serves as a subject matter expert (SME) 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. This includes expertise in 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), as well as Federal Motor Carrier Safety Administration (FMCSA) regulations. The role requires carrying out tasks that demand considerable judgment, conferring with customers, and providing specialized instruction and guidance to applicants who may require further driving, medical, or psychological tests to determine eligibility for commercial and/or Class D driver licenses. The position also involves exercising discretion to determine eligibility for Intrastate Waivers for commercial licenses. 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, with many State employees participating in the State’s Remote Work Program.

Requirements

Knowledge of A.R.S. Titles 13, 28, 41 and the FMCSA Rules and Regulations.
Knowledge of Transportation Laws of Arizona.
Knowledge of MVD policies and procedures.
Knowledge of NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization.
Knowledge of Applicable MVD software, databases, screens and codes.
Knowledge of Google Workspace.
Knowledge of Mental and physical conditions, statistical analysis, principles and practices of medical and surgical service, pharmacology, medical terminology, and community health resources.
Knowledge of Occupational health and safety regulations and the Americans with Disabilities Act guidelines.
Skills in research, investigations, and interviewing.
Proficient in verbal and written communication and computer.
Skills in reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
Skills in professional and interpersonal relations.
Skills in interacting with and assisting customers.
Skills in active listening.
Skills in 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.
Ability to learn and interpret CDLIS, PDPS, NMVTIS, SPEXS, policies and procedures and MVD organization.
Ability to effectively communicate with internal and external customers on the policies and procedures that pertain to customer records.
Ability to determine propriety of medical and surgical services, interpreting pharmacology and medical terminologies and identifying community health resources.
Ability to assess mental and physical conditions to ascertain the ability to operate a motor vehicle.
Valid Arizona driver's license.
Fingerprint clearance required.
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 if driving or using a vehicle is an essential function.
Must maintain acceptable driving records and complete all required driver training if driving on state business.
Must maintain the statutorily required liability insurance if operating a personally owned vehicle on state business.
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
Improved work/life balance
Higher job satisfaction
More productive