Customer Service Representative 1 & 3
About The Position
Customer Service Representative 1 and Customer Service Representative 3 roles provide motor vehicle services to the public at a local MVD field office, including licensing, titling, testing, and permits. Both roles are responsible for timely and accurate work, document security and validation, and compliance with Arizona Revised Statutes and Arizona Department of Transportation policies and procedures. The Representative 1 role is an entry-level training position. The Representative 3 role requires one year of previous Motor Vehicle experience or successful completion of training with adherence to performance standards, typically within six months. The position is located at the Avondale MVD field office, 1452 N. Eliseo C. Felix Jr. Way, Avondale, Arizona 85323. Pre-employment requirements include a background check and fingerprinting. Employees who drive on State business must meet applicable driver’s license, training, record-check, and insurance requirements. Newly hired State employees must successfully complete E-Verify. Mandatory participation in the Arizona State Retirement System is required.
Requirements
- Customer service principles and best practices, or the ability to learn them.
- Verbal and written communication skills with a customer-centric focus.
- Typing or keyboarding ability sufficient to keep pace with expected productivity.
- Ability to adapt to changes in the work environment, processes, and procedures.
- Ability to stand or sit for long periods and work outside when necessary.
- Ability to work effectively in an office environment.
- Ability to operate a PC/computer, proprietary MVD software, and other office equipment.
- CSR 1: No experience required; this is an entry-level training position.
- CSR 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.
- Background check and fingerprinting are required.
- Employees operating a motor vehicle on State business must hold and retain a current, valid, class-appropriate driver’s license, complete required training, pass required 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.
- Mandatory participation in the Arizona Retirement System (ASRS).
Responsibilities
- Process credentials and title work by reviewing 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 through system research, document review, service history, data entry, and review.
- Administer 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; use general accounting procedures to balance accounts.
- Secure and protect personal identity information (PII) and inventory.
- Participate in process-improvement activities; identify process gaps and recommend solutions to improve efficiency, reduce costs, and increase customer service.
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
