Customer Service Representative 4

Arizona Department of Administration • Phoenix, AZ

4d • $40,207 • Hybrid

About The Position

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, 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. Confers with customers, provide specialized instruction and guidance to applicants requiring further driving. Exercises discretion to determine eligibility for Intrastate Waivers for commercial licenses. May be required to travel per business needs. 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.
• Skill 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.
• This position requires driving or the use of a vehicle as an essential function of the job.
• 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).
• Fingerprint clearance required.
• 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 eligibility for Intrastate Waivers for commercial drivers.
• Take appropriate licensing actions based upon review of documentation presented.
• 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 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.
• Processing and updating driver records from court abstracts and citations.
• Provide information and training to fellow staff members.

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
• By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed