Customer Service Representative 4

Arizona Department of Administration • Mesa, AZ

5d • $43,021 • Onsite

About The Position

This position is part of an innovative and collaborative team driving a safer transportation system for Arizona. The role involves administering written and road tests for Commercial/Non-Commercial Driver License (CDL) applicants, as well as Special Performance Evaluations (SPE) for customers requiring special equipment. The CDL Examiner - Customer Service Representative 4 is responsible for performing CDL testing in accordance with federal regulations, conducting co-score audits on third-party CDL examiners, and providing training and guidance to driver license offices. This role also involves responding to inquiries from the public, motor carriers, school districts, and other entities, assisting coworkers, maintaining accurate customer information, and submitting reports in a timely manner. A key aspect of this role is reviewing and interpreting Arizona Revised Statutes (ARS Title 28), Federal Regulations (CFR Title 49), and MVD rules, policies, and procedures related to the CDL program. Travel may be required. This position is eligible for a $4,000 hiring incentive.

Requirements

• Extensive knowledge of CDL Federal and State requirements, CDL Class A, B and C CDL requirements as well as Special Performance Evaluation requirements in order to administer CDL road, skills and written tests to CDL applicants.
• Knowledge of Commercial vehicle inspection procedures and equipment requirements including Gross Vehicle Weight Rating requirements and procedures.
• Knowledge of ARS Title 28, Arizona Administrative Code (Rules), CDL Policy and Procedures and Federal Motor Carrier Safety Regulations CFR Title-49 as they apply to the commercial motoring public.
• Knowledge of Medical Review requirements.
• Excellent customer service, and oral and written communication skills to prepare comprehensive, concise reports of the results for Special Performance Evaluations or various aspects of the CDL Program.
• Ability to communicate with customers, coworkers, MVD offices and various external entities.
• Skilled in multiple computer programs and processes.
• Ability to operate a wide range of Class A, B and C commercial vehicles and to maintain a Class A CDL.
• Ability to perform in the capacity of the applicants being examined.
• Ability to perform all functions and duties of a CSR to assist when needed in the office and provide excellent customer service.
• Ability to work outside the majority of the day, at times in extreme temperatures.
• Ability to work in a changing environment to cover last minute work assignments when needed.
• Ability to multi-task.
• Ability to relate and work with a diverse range of people.
• Ability to explain and interpret work related information in order to carry out policies and maintain cooperation.
• Must be willing to travel.
• Valid Class A CDL or Must obtain a Class A CDL Permit upon hire, obtain CDL credential within 7 months from date of hire, have completed the Max Driver License training and Road Test training for Class G/D Licenses.
• American Association of Motor Vehicle Administrators (AAMVA) CDL Examiner Certified Trainer.
• Fingerprint clearance required.
• 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

• 4 years’ experience of DL transactions and reinstatements of records with customers
• A high degree of PC Terminal experience reading DL records with problem resolution
• 2 or more years’ experience as a Certified CDL Examiner
• DL Training Certified by MVD
• DL Phase II reinstatement training

Responsibilities

• Conduct written and road exams for Class A, B, C, D and G licenses.
• Perform inspections of commercial vehicles and their components, including diesel and gasoline engines, air brake systems, hydraulic brake systems, coupling systems and instrumentation systems.
• Make pass/fail determinations and issue CDLs.
• Participate in drafting and redrafting of State statutes and/or federal regulations.
• Coordinate with private industry, school districts and other governmental agencies to setup and administer group CDL testing on or off site.
• Assist MVD offices with various services and support.
• Interpret ARS, federal regulations, rules, policies, and procedures related to the CDL program for application or program requirements and education of the public.
• Respond to technical inquiries from MVD offices, private industry, school districts and other government agencies.
• Conduct CDL Program communications with the public for needs assessment, public input and to respond to public inquiries and comments.
• Rotate and fill in positions as needed, including CSR duties and co-score audits for third party CDL examiners.
• Respond to private and commercial customer inquiries related to regular Driver License and Commercial Driver License using State ARS Title 28, CDL Policy and FMCSA requirements.
• Research various licensing records, CDLIS records and PDPS records on PC terminal databases, to obtain needed information.
• Routinely respond, correspond and/or research out-of-state customers to check eligibility with other states CDL Programs.
• Work in partnership with our Commercial Driver License Information System (CDLIS) and Problem Driver Pointer System (PDPS) Help Desk on difficult driver records.
• Assist with CDL Examiner training.

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
• Employee Referral Program

What This Job Offers

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