Customer Service Representative 1, 2 & 3

Arizona Department of Administration•Phoenix, AZ

3d•Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives at levels 1, 2, and 3 for its Vehicle & Title Service Support unit in Phoenix. The role provides customer service and administrative support involving MVD processes, documentation, databases, and applicable policies and regulations. Responsibilities and scope vary by level: level 1 is entry-level and receives assistance with researching and interpreting policy; level 2 performs intermediate-level work, including reviewing electronic applications; and level 3 performs upper-level work, resolves escalated customer issues, analyzes complex information, and may serve in a lead capacity. The position serves government agencies, private entities, and members of the public by phone and email. It involves reviewing and creating electronic records, evaluating documents for accuracy and completeness, researching MVD policy and relevant statutes and regulations, and helping resolve inquiries and complaints. Level 3 also identifies process improvements and analyzes customer-contact data to support better organizational efficiency. The position is based at 1801 W. Jefferson, Phoenix, AZ 85007. A background check and fingerprinting are required. Newly hired state employees must successfully complete E-Verify. Mandatory participation in the Arizona State Retirement System is required.

Requirements

CSR 1 is an entry-level training position requiring no experience.
CSR 2 requires previous MVD experience with some knowledge of title and registration and/or driver licensing.
CSR 3 requires one year of previous MVD experience in title and registration and driver licensing, or successful completion of training and adherence to performance standards.
Ability to learn or understand, as applicable to the level, ADOT and MVD rules, policies, procedures, and processes; relevant Arizona and federal transportation laws and regulations; title and registration and driver license processing; and liability insurance and bond requirements.
Customer-focused verbal and written communication, organization, analytical and problem-solving skills, telephone and email etiquette, cultural awareness and sensitivity, sound work ethics, and good judgment.
Ability to use relevant office software, databases, and computer equipment; level 2 and 3 work includes applications and databases such as OIMS, Salesforce, and Wire.
Ability to evaluate documents for completeness and accuracy and handle a high volume of telephone calls.
Ability to adapt to changing processes and procedures; level 2 and 3 additionally require multitasking, working independently and flexibly under tight deadlines, setting priorities, maintaining accuracy and confidentiality, and following escalation procedures.
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 administrative tasks such as scanning and mailing; retrieve and distribute documents and correspondence; and respond to requests for information.
Prepare and modify correspondence, reports, drafts, memos, and emails; prepare meeting agendas and schedules; and record, compile, transcribe, and distribute meeting minutes as applicable to the level.
Respond by telephone and email to inquiries and concerns from government agencies, private entities, and the public, using databases and computer systems to verify information and status.
Examine and evaluate court documents, contracts, MVD records, correspondence, applications, and forms for completeness and accuracy.
Create 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; level 1 performs this work with assistance.
At levels 2 and 3, review electronic applications and supporting documents and approve or deny them while ensuring compliance with applicable laws, rules, and MVD policy.
At level 3, review and resolve escalated customer questions or complaints and identify solutions; analyze complex technical data and documentation related to title and registration, driver licensing, or other MVD processes.
At level 3, identify opportunities to improve internal processes and gather and analyze customer-contact data to assess processes and prepare reports.
At 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 Arizona State Retirement System participation
Life insurance
Long-term disability insurance
Optional short-term disability insurance
Optional deferred compensation plans
Optional supplemental life insurance