Customer Service Representative 4

Arizona Department of Administration•Phoenix, AZ

2d•$40,207•Hybrid

About The Position

This position serves as a unit lead and subject matter expert within the Motor Vehicle Division, responsible for training new staff, distributing and assigning work, and ensuring quality customer service, performance, and productivity. The role involves ensuring proper application and compliance with various programs and laws, including Fleet Services, Aircraft, International Fuel Tax Agreement (IFTA), International Registration Plan (IRP), and Motor Carrier Program regulations. Responsibilities include evaluating and recommending changes to work processes, producing reports, providing direct support to Motor Carrier Supervisors, and acting as a backup supervisor. The position also assists staff and customers with complex issues and performs quality assurance checks to ensure accuracy and timeliness of transactions. This role may offer the ability to work remotely within Arizona, depending on business needs and performance.

Requirements

Knowledge of ARS Title 28.
Knowledge of laws, regulations, policies, and procedures mandated by the U.S. Federal Motor Carrier Highway System for USDOT.
Knowledge of ADOT and MVD policies and procedures pertaining to job functions and employee requirements.
Knowledge of Aircraft, Fleet, IFTA, and IRP requirements.
Knowledge of MVD forms and their general use and application.
General knowledge of trucking/motor carrier industry business terminology and practices.
Working knowledge of various computer hardware, software, databases (mCarrier database, Title & Registration, USDOT, tracking logs, customer database, etc.).
Working knowledge of Microsoft Office tools (Word, Excel, Access) and Google Workspace.
Verbal and written communication skills.
Professional and interpersonal relations skills to interact with and assist customers.
Customer service skills.
Typing and computer skills to perform data entry and electronic communication.
Reading and Math/Computation skills to review documents and handle cash room and ARMANI functions and payments received.
Organizational and time management skills to complete tasks independently or in a group setting.
Analytical skills to resolve problems that may arise.
Ability to provide technical expertise to customers and fellow employees.
Ability to resolve problems and answer questions regarding Fleet Unit Transactions, IFTA licensing, IRP registrations, Aircraft and other Unit functions.
Ability to operate office equipment, answer phones, draft correspondence in various forms and assist in daily office functions.
Ability to multi-task among various tasks/projects and effectively evaluate situations and problems for resolution and/or the need to elevate serious problems to management.
Ability to work independently and in a team environment.
Ability to provide database and system testing as required for implementing changes.
Ability to participate in and attend MVD T&R training classes to obtain the needed certification to perform motor carrier transactions.
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.
Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Experience working in an MVD office.
Certification, skills, and knowledge of title and registration policies and procedures.
Experience with the TPX database.
Familiarity with ARS Title 28 as it pertains to Rental vehicle registrations, International Registration, Agency Agreements, and motor carrier functions.
Familiarity with POLARIS, IRP, and IFTA.

Responsibilities

Serve as unit lead and primary backup to supervisors to ensure compliance of unit operations.
Train new Customer Service Representatives (CSRs).
Distribute and assign work to ensure quality customer service, performance, and productivity of staff.
Perform quality assurance checks of CSR transactions to ensure accuracy and compliance.
Produce various reports.
Serve as the Subject Matter Expert (SME) and assist CSRs in answering technical problems related to Unit work.
Calculate and reconcile fees, research and request refunds for customers.
Investigate and review legal documents, reports, and Internet websites to ensure compliance with specialized registrations and tax requirements.
Verify information and resolve the most complex and elevated issues.
Verify transmission of data between different databases and verify information from a variety of different organizations.
Provide technical expertise to customers and fellow employees.
Resolve problems and answer questions regarding Fleet Unit Transactions, IFTA licensing, IRP registrations, Aircraft, and other Unit functions.
Operate office equipment, answer phones, draft correspondence, and assist in daily office functions.
Multi-task among various tasks/projects and effectively evaluate situations and problems for resolution or escalation.
Work independently and in a team environment.
Provide database and system testing as required for implementing changes.
Participate in and attend MVD T&R training classes to obtain the needed certification to perform motor carrier transactions.

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
Increased productivity