Customer Service Representative 1, 2 & 3

Arizona Department of Administration•Yuma, AZ

2d•$16 - $18•Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives at levels 1, 2, and 3 for its Motor Vehicle Division office in Yuma, Arizona. The roles provide customer service and administrative support, including answering inquiries, examining documentation, maintaining electronic records, and applying MVD policies and applicable laws. The level of responsibility increases from entry-level duties at CSR 1 to more independent review and research at CSR 2, and complex case analysis, escalations, and process-improvement work at CSR 3. CSR 3 may also perform in a lead capacity. CSR 1 is an entry-level training position. CSR 2 reviews and approves or denies electronic applications and supporting documents, and independently researches and interprets relevant requirements. CSR 3 performs similar review work, resolves escalated customer issues, analyzes complex technical data and documentation, and identifies opportunities to improve organizational processes and performance. The position requires a background check and fingerprinting. Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Requirements

CSR 1: No prior experience required; this is an entry-level training position.
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.
Ability or willingness to learn applicable ADOT and MVD rules, regulations, processes, and procedures; CSR 2 and CSR 3 also require or the ability to learn relevant Arizona and federal transportation requirements and related MVD subject matter.
Customer-service, written and verbal communication, organization, analytical, problem-solving, telephone and email etiquette, cultural awareness, sound judgment, and ethical-work skills, with customer-service expectations varying by level.
Ability to evaluate documents for completeness and accuracy and handle a high volume of telephone calls.
Ability to adapt to changing processes and procedures; CSR 1 must be able to stand or sit for long periods and operate a PC, proprietary MVD software, and office equipment.
CSR 2 and CSR 3: Ability to multitask, work independently and flexibly under tight deadlines, interact with other units and court staff, maintain accuracy and confidentiality, follow escalation procedures, and set priorities.
Background check and fingerprinting required; newly hired State employees must successfully complete E-Verify.

Responsibilities

Answer, screen, and transfer inbound calls and emails; perform general administrative tasks such as scanning, mailing, retrieving and distributing documents, and handling requests for information.
Prepare and modify correspondence, reports, drafts, memos, and emails; prepare meeting agendas and schedules; record and distribute meeting minutes as assigned.
Respond by phone and email to inquiries and concerns from government agencies, private entities, and the public, using databases and computer systems to verify status.
Examine and evaluate court documents, contracts, MVD records, correspondence, applications, and forms for completeness and accuracy.
Create and maintain electronic records using applicable databases and computer applications.
Research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code, and regulations to resolve questions, problems, and complaints.
For CSR 1, research and interpret policies and requirements with assistance; perform entry-level customer-service and administrative activities.
For CSR 2 and CSR 3, review, approve, or deny electronic applications and supporting documents and ensure documentation complies with applicable statutes, regulations, and MVD policy.
For CSR 3, review and resolve escalated customer questions or complaints that CSR 1 or CSR 2 could not resolve, and identify solutions.
For CSR 3, analyze complex technical data and documentation related to title and registration, driver licensing, or other ADOT MVD processes.
For CSR 3, identify opportunities to improve internal processes, gather customer-contact data, and prepare reports and analyses of process effectiveness.

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 through mandatory participation in the Arizona State Retirement System
Life insurance
Long-term disability insurance
Optional short-term disability insurance
Optional deferred compensation plans
Optional supplemental life insurance