Customer Service Representative 1 & 3

Arizona Department of Administration•Window Rock, AZ

3d•$16 - $18•Onsite

About The Position

The Customer Service Representative works with the public at a local Motor Vehicle Division 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 compliance with Arizona Revised Statutes and Arizona Department of Transportation policies and procedures. The posting describes two levels. Customer Service Representative 1 is an entry-level training position with no experience required. Customer Service Representative 3 performs the same core services independently and requires one year of prior Motor Vehicle experience or successful completion of training with adherence to performance standards, typically within six months. The position is located at the Motor Vehicle Administration office at Highway 264 MP 476, Window Rock, Arizona. A background check and fingerprinting are required. Driving or use of a vehicle is an essential job function, subject to applicable license, training, driving-record, and insurance requirements.

Requirements

Customer Service Representative 1 is an entry-level training position and requires no experience.
Customer Service Representative 3 requires one year of prior 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 apply customer service principles and best practices.
Verbal and written communication skills with a customer-centric focus.
Typing or keyboarding skills sufficient to keep pace with expected productivity.
Ability to adapt to a changing environment and changes to processes and procedures.
Ability to stand or sit for long periods and work outside when necessary.
Ability to work effectively in an office environment and operate a PC/computer, proprietary MVD software, and other office equipment.
Background check and fingerprinting are required.
Must possess and retain a current, valid class-appropriate driver's license when operating a motor vehicle on state business, complete required training, and pass required driver-record checks; maintain an acceptable driving record and, when using a personally owned vehicle on state business, required liability insurance.
Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Mandatory participation in the Arizona State Retirement System (ASRS).

Responsibilities

Process credentials and title work by 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 related to vehicle or credential records using system research, document review, service history, data entry, and review.
Administer operator knowledge and skills testing.
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 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.
For the Customer Service Representative 1 level, learn to perform the listed service, testing, inspection, fee, security, and process-improvement duties.

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/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