CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3
About The Position
The Arizona Department of Transportation is hiring Customer Service Representatives at levels 1, 2, and 3 for its Vehicle & Title Service Support unit in Phoenix, Arizona. The roles perform customer service and administrative work involving information gathering, report preparation, policy and procedure interpretation, problem resolution, and guidance to providers and end users. The level 1 position is entry-level; level 2 performs intermediate work; and level 3 performs upper-level work and may serve in a lead capacity. Employees respond to inquiries from government agencies, private entities, and the public by telephone and email; review applications and supporting documents; create electronic records; and use databases and computer systems to verify information and status. Depending on level, duties include researching and interpreting MVD policy, Arizona statutes and regulations, resolving escalated issues, analyzing technical data, and identifying process improvements. The level 3 role also gathers customer-contact data and prepares reports and analyses to assess and improve organizational processes. The position requires a background check and fingerprinting. Newly hired State of Arizona employees must successfully complete E-Verify. Mandatory participation in the Arizona State Retirement System (ASRS) is required.
Requirements
- CSR 1: Entry-level training position requiring no experience.
- CSR 2: Previous MVD experience with some knowledge of title and registration and/or driver licensing.
- CSR 3: One year of previous MVD experience in title and registration and driver licensing, or successful completion of training and adherence to performance standards.
- CSR 1: Knowledge of, or ability to learn, ADOT and MVD rules, regulations, processes, and procedures, and customer-service principles and best practices.
- CSR 2 and 3: Knowledge of, or ability to learn and understand, ARS Title 28, Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules, policies, procedures and processes, personnel rules, title and registration and driver-license processing, project-management concepts, and liability insurance and bond requirements.
- CSR 2 and 3: Basic knowledge of computer equipment and software such as Google Suites and DocuSign.
- CSR 1: Verbal and written communication with a customer-centric focus; typing or keyboarding at a rate sufficient for expected productivity; organization, analysis, problem solving, presentation, telephone and email etiquette; cultural awareness and sensitivity; sound work ethics and good judgment.
- CSR 2 and 3: Written and verbal communication, organization, analysis, problem solving, presentation, telephone and email etiquette, cultural awareness and sensitivity, sound work ethics and good judgment, and superior customer-service skills.
- CSR 2 and 3: Ability to use applications and databases to maintain company and certified-provider information, such as OIMS, Salesforce, Wire, and insurance systems.
- CSR 3: Significant customer-service skills and diplomacy to ensure customer satisfaction.
- CSR 1: Ability to adapt to a changing environment, processes, and procedures; stand or sit for long periods; work in an office environment using a PC, proprietary MVD software, and other office equipment; evaluate documents for completeness and accuracy; and handle a high volume of telephone calls.
- CSR 2 and 3: Ability to multitask; respond quickly, independently, and flexibly under tight deadlines; interact with units such as ITG, FMS, and OIG and with court staff; maintain accuracy and confidentiality; recognize and follow escalation procedures; set priorities; evaluate documents for completeness and accuracy; and handle a high volume of telephone calls.
- Successful completion of a background check and fingerprinting is required.
- Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Responsibilities
- Answer, screen, and transfer inbound calls and emails; perform administrative tasks such as scanning, mailing, retrieving and distributing documents, and handling information requests.
- Respond by telephone and email to inquiries and concerns from government agencies, private entities, and the public, using databases and computer systems to verify status.
- Examine documentation—including court documents, contracts, MVD records, correspondence, applications, and forms—for completeness and accuracy, and create electronic records using applicable databases and applications.
- Research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code, and regulations to resolve questions, problems, and complaints.
- Review electronic applications and supporting documents, and approve or deny them based on compliance with applicable laws, regulations, and MVD policy (levels 2 and 3).
- Prepare written responses and modify correspondence, reports, drafts, memos, and emails; prepare meeting agendas and schedules; and record, compile, transcribe, and distribute meeting minutes as applicable to the level.
- Resolve administrative problems and inquiries and handle requests for information and data.
- Review and resolve escalated customer questions or complaints when CSR 1 or CSR 2 cannot resolve them, and identify solutions (level 3).
- Analyze complex technical data and documentation related to title and registration, driver licensing, or other ADOT MVD processes (level 3).
- Identify opportunities to improve internal processes; gather customer-contact and interaction data; and prepare reports and analyses on process effectiveness (level 3).
- Provide guidance and assistance to providers and end users and assist with coordinating functional operations for units or programs.
Benefits
- Sick leave
- Vacation and 10 paid holidays per year
- Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program)
- Health insurance
- Dental insurance
- Retirement plan
- Life insurance
- Long-term disability insurance
- Optional short-term disability insurance
- Optional deferred compensation plans
- Optional supplemental life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
