Customer Service Representative 1 & 3

Arizona Department of Administration•Mesa, AZ

3d•$16 - $18•Onsite

About The Position

The Customer Service Representative works with the public at a local MVD field office to provide motor vehicle services, including licensing, titling, testing, and permits. The role is responsible for timely and accurate work, document security and validation, and following Arizona Revised Statutes and ADOT policies and procedures. The posting includes two levels. A Customer Service Representative 1 is an entry-level training position. A Customer Service Representative 3 processes the same types of services independently and requires one year of previous MVD experience in title and registration and/or driver’s licenses, or successful completion of training and adherence to performance standards, typically within six months. The position is based at the Southeast Mesa MVD office in Mesa, Arizona. A background check and fingerprinting are required. Employees may need to drive or use a vehicle for work and, when doing so, must meet applicable driver’s license, training, driving-record, and insurance requirements. Newly hired State employees must successfully complete E-Verify.

Requirements

Customer Service Representative 1: No experience required.
Customer Service Representative 3: One year of previous MVD experience in title and registration and/or driver’s licenses, or successful completion of training and adherence to performance standards, typically within six months.
Knowledge of, or ability to learn, ADOT/MVD rules, regulations, processes, and procedures.
Ability to execute customer service principles and best practices.
Verbal and written communication skills with a customer-centric focus.
Typing or keyboard skills sufficient to keep pace with expected productivity.
Ability to adapt to and embrace a changing environment and changes to processes and procedures.
Ability to stand or sit for long periods and work outside when necessary.
Ability to excel in an office environment, operate a PC/computer, and use proprietary MVD software and other office equipment.
Background check and fingerprinting are required.
If operating a motor vehicle on State business, must possess and retain a current, valid, class-appropriate driver’s license, complete required training, pass necessary driving-record checks, and maintain an acceptable driving record. Employees using a personally owned vehicle on State business must maintain required liability insurance.
Newly hired State employees must successfully complete E-Verify.

Responsibilities

Learn to process (CSR 1) or process (CSR 3) credentials and title work, examining documents and applications for accuracy, validity, and security in accordance with ADOT and MVD rules, statutes, policies, and procedures.
Answer customer questions and provide service for vehicle or credential records using system research, document review, and service history; perform data entry and review.
Learn to administer (CSR 1) or administer (CSR 3) operator knowledge and skills tests.
Conduct level 1 vehicle inspections, including VIN validation.
Capture customer photos, signatures, and application information for credential eligibility and issuance.
Determine, collect, and evaluate fees and use general accounting procedures to balance accounts.
Secure and protect personally identifiable information (PII) and inventory.
Learn and participate in (CSR 1), or participate in (CSR 3), process improvement activities; identify process gaps and recommend solutions to improve efficiency, reduce costs, and increase customer service.

Benefits

Sick leave
Vacation
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
Mandatory participation in the Arizona State Retirement System (ASRS)