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 Motor Vehicle Division in Yuma, Arizona. The roles provide customer service and administrative support, including responding to inquiries from government agencies, private entities, and the public; reviewing documentation and electronic applications; creating records; and applying MVD policies and relevant state and federal requirements to resolve questions and complaints. Level 1 is entry-level and works with assistance. Levels 2 and 3 handle more complex work, with level 3 resolving escalations, analyzing technical data, identifying process improvements, and potentially serving in a lead capacity. The position requires operating in an office environment, using computers, databases, MVD software, and other office equipment. A background check and fingerprinting are required, as is successful completion of E-Verify for newly hired state employees. Mandatory participation in the Arizona State Retirement System is required.
Requirements
- CSR 1: No experience is required; this is an entry-level training position.
- CSR 2: Previous MVD experience and 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, procedures, and customer-service principles and best practices.
- CSR 2 and 3: Knowledge of, or ability to learn and understand, ARS Title 28, the Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules and procedures, 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, customer-focused service, typing or keyboarding at a pace 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, good judgment, and superior customer-service skills.
- CSR 2 and 3: Ability to use applications and databases such as OIMS, Salesforce, and Wire to maintain company and certified-provider information.
- CSR 1: Ability to adapt to changing environments 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 accuracy and completeness; and handle a high volume of calls.
- CSR 2 and 3: Ability to multitask; respond quickly, independently, and flexibly under tight deadlines; interact with various units and court staff; maintain accuracy and confidentiality; follow escalation procedures; set priorities; evaluate documents; and handle a high volume of calls.
- A background check and fingerprinting are 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 general administrative tasks such as scanning and mailing; retrieve records; handle information and data requests; prepare routine written responses and documents; and process correspondence.
- 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.
- Research and interpret MVD policies, Arizona Revised Statutes, Arizona Administrative Code, and regulations to resolve questions, problems, and complaints.
- At levels 2 and 3, review, approve, or deny electronic applications and supporting documents for compliance with applicable laws, regulations, and MVD policy.
- Resolve administrative problems and inquiries, and prepare correspondence, reports, drafts, memos, emails, meeting agendas, schedules, and minutes as applicable to the level.
- At level 3, review and resolve escalated customer questions or complaints and identify solutions.
- At level 3, analyze complex technical data and documentation related to title and registration, driver licensing, or other ADOT MVD processes.
- At level 3, identify opportunities to improve internal processes and use customer-contact data to prepare reports and analyses of process effectiveness.
- Coordinate or assist with functional operations for various units or programs; level 3 may perform in a lead capacity.
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 ASRS
- 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
