Customer Service Representative 4

Arizona Department of Administration • Phoenix, AZ

4d • Onsite

About The Position

This position is open to internal ADOT employees only. Lead the field office in serving customers by processing a high volume of transactions with minimal errors. Assist in complex customer transactions, inquiries, and complaints that require extensive knowledge in field office transactions. Provide training on field office transactions for new hires and underperforming staff. Support the field office in problem-solving efforts. Serve as a backup for supervisor or manager when one is not available on customer escalations, subordinate coaching, accounting, and overall daily management tasks. May serve as backup supervisor. May be required to operate a state vehicle.

Requirements

• Knowledge of 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.
• Knowledge of Voter registration, selective service and organ donor registration.
• Knowledge of Public and customer relations.
• Knowledge of Fraudulent document recognition with successful completion of American Association of Motor Vehicle Administrators (AAMVA) Fraudulent Document Recognition Training, Arizona Version/Level I and Level II.
• Knowledge of Proper incident reporting and investigation procedures.
• Knowledge of Google Workspace.
• Skill in Active listening.
• Skill in Critical thinking.
• Skill in Reading comprehension.
• Skill in Oral and written communication.
• Skill in Problem resolution techniques, actively looking for ways to help people.
• Skill in Data entry, retrieval and analysis skills.
• Ability to proficiently use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests.
• Ability to manage files and records.
• Ability to design forms and evaluate customer satisfaction.
• Must possess and retain a current, valid class-appropriate driver’s license.
• Must complete all required training and successfully pass all necessary driver’s license record checks.
• Must maintain acceptable driving records.
• Must complete all required driver training.
• Must maintain the statutorily required liability insurance if operating a personally owned vehicle on state business.
• Background and Fingerprint clearance.
• 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 MAX Training.
• Continuous Improvement Training (AMS).

Responsibilities

• Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.
• Provide training and assistance for new hires and tenure staff.
• Conduct daily huddles and support the office in problem-solving efforts to improve the customer experience.
• Support supervisor or manager with daily management of a field office by assisting in customer escalations, subordinate coaching, accounting, data collection and reporting.

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: Mid Level
• Education Level: No Education Listed