Customer Service Representative 1 & 3

Arizona Department of Administration•CHINLE, AZ

1d•$16 - $18•Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives 1 and 3 to provide motor vehicle services to the public at a local Motor Vehicle Division field office in Chinle, Arizona. Services include licensing, titling, testing, and permits. The positions are responsible for timely and accurate work, document security and validation, and following Arizona Revised Statutes and ADOT and MVD policies and procedures. Customer Service Representative 1 is an entry-level training position. Its duties are learned during training. Customer Service Representative 3 performs these duties independently and requires one year of previous MVD experience in title and registration and/or driver’s licenses, or successful completion of training with adherence to performance standards, typically within six months. The position involves customer service and records research, document review, data entry, testing, vehicle inspections, fee collection and account balancing, and protecting personal identity information and inventory. Employees also participate in process improvement activities. Background checks and fingerprinting are required. Employees who drive on State business must meet the stated driver’s license, training, record-check, and insurance requirements where applicable. Newly hired State employees must successfully complete E-Verify.

Requirements

Customer Service Representative 1: no experience required; this is an entry-level training position.
Customer Service Representative 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.
Knowledge of, or ability to learn, ADOT and MVD rules, regulations, processes, and procedures.
Ability to execute customer service principles and best practices.
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 and embrace changes in the environment, processes, and procedures.
Ability to stand or sit for long periods and work outside when necessary.
Ability to excel in an office environment and operate a PC, proprietary MVD software, and other office equipment.
Background check and fingerprinting are required.
Employees operating a motor vehicle on State business must possess and retain a current, valid, class-appropriate driver’s license, complete required training, pass required driver’s license 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 the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

Process credentials and title work, 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 customer service related to vehicle or credential records through system research, document review, and service history.
Perform 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 and inventory.
Participate in process improvement activities, identify potential process gaps, and recommend solutions to improve efficiency, reduce costs, and increase customer service.

Benefits

Sick leave
Vacation
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