Customer Service Representative 4

Serves as subject matter expert managing the most complex complaints, inquiries, and issues that may include specialized instructions or training in areas of expertise. The position works with minimal supervision performing senior level activities by providing training, guidance and information regarding the program to internal and external customers; and explains repercussions from convictions for violations per ARS Title 4, 13, 28 and 41 on complex cases and/or carrying out tasks that require considerable judgment. Support and assist the supervisors/ Manager in all leadership related tasks. Prepares and maintains technical and administrative reports used to measure performance of the program. Heavily assists in the modification and implementation of the programs and as required during legislative changes. Represents the agency at the meetings with governmental jurisdictions, and meetings with outside stakeholders.

Serves as a subject matter expert performing senior level activities and support for leadership surrounding any and all leadership related tasks. Performs supervisory duties in the absence of leadership. Guiding and leading the team through complex daily challenges and with complex projects including but not limited to process improvement and procedure/legislative implementation.

Serves as a team leader to the staff in the program units managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training, in areas of expertise. Educate/train and assist others on the program rules, regulations, policies and procedures, systems, and relevant statutes. May monitor workflow within Driver Compliance units.

Prepares and maintains technical and administrative reports that are used to measure performance for the programs. This includes adapting to new requests to capture metrics and creating new graphs and charts as needed.

Knowledge of:

• ARS Titles 4, 13, 28 and 41.
• MVD policies and procedures, various codes [courts, disposition, status).
• Reading driver records, applicable program rules, regulations, policies and procedures, systems and relevant statutes.
• Administrative and clerical procedures and systems, i.e., managing files, records, transcription, designing forms, and other office procedures and terminology. 
• Principles and processes for providing customer service This includes customers' needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Skill in:

• Research, investigative and interviewing.
• Proficient written and oral communication and computer skills.
• Resolving complex issues under stressful conditions.
• Reading records and interpreting them. Office administrative and clerical procedures and systems.
• Talking to others to convey information effectively.
• Critical thinking - using logic and reasoning to identify the processing, managing files, records, transcription, designing forms, and other office procedures and terminology.
• Office principles and processes for providing customer and personal services; this includes customers' needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Google Workspace.

Ability to:

• Effectively communicate, both written and verbal, the policies and procedures that pertains to the Program.
• Train and counsel MVD employees, third parties and members of other agencies in the interpretation of motor vehicle laws of the program and partner with both internal and external agencies to get the job accomplished.
• Provide quality control checks.

Minimum of three years of MVD Customer Service experience required.

Valid driver's license.
Background Clearance

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.