Customer Service Representative 1 & 3

Customer Service Representative 1:
Performs entry level customer service activities; compiling information; preparing reports; analyzing policy and procedures; interpretation of organizational rules; problem resolution; providing guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs.

Customer Service Representative 3:
Performs upper level customer service activities; compiling information; preparing reports; analyzing policy and procedures; interpretation of organizational rules; problem resolution; providing guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs. May perform in a lead capacity.

Customer Service Representative 1:
Answer, screen and transfer inbound calls and emails; general administrative duties, scan, mail; retrieve documents from filing system; handle requests for information and data; prepare written responses to routine inquiries; prepare and modify documents including correspondence, drafts, memos and emails; record, compile, transcribe and distribute minutes of meetings; open, sort and distribute incoming correspondence.

Respond by telephone/email to inquiries/concerns from government agencies, private entities and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status.

Examine and evaluate documentation received such as court documents, contracts, MVD records, correspondence, applications and forms for completeness and accuracy. Create electronic records, utilizing applicable databases and computer applications.

With assistance, research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code and regulations when resolving problems, questions and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions and the public.

Customer Service Representative 3:
Review, approve or deny electronic applications and supporting documents. Ensure all documentation is in compliance with A.R.S., A.A.C. and MVD policy; handle requests for information and data; resolve administrative problems and inquiries; prepare written responses to routine inquiries; prepare and modify documents including correspondence, reports, drafts, memos and emails; prepare agendas for meetings and prepare schedules; record, compile, transcribe and distribute minutes of meetings.

Respond by telephone/email to inquiries/concerns from government agencies, private entities and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status; review and resolve escalations if a CSR 1/CSR 2 is unable to resolve a customer’s question or complaint; identify solutions to the customer inquiries.

Research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code and regulations when resolving problems, questions and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions and the public; analyze complex technical data and documentation pertaining to T&R, DL or other ADOT MVD processes.

Examine and evaluate documentation received such as court documents, contracts, MVD records, correspondence, applications and forms for completeness and accuracy. Create electronic records, utilizing applicable databases and computer applications.

Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.

Knowledge:
CSR 1 - Knowledge of or the ability to learn ADOT and MVD rules, regulations, processes, and procedures, Knowledge of or the ability to execute customer service principles and best practices.

CSR 3 - Knowledge of or the ability to learn and understand ARS Title 28, Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules, policy and procedures, regulations, processes, and procedures; personnel rules; title and registration and driver license processing; basic knowledge of computer equipment and software such as Google Suites, DocuSign; project management concepts; liability insurance and bond requirements.


Skills:
CSR 1 - Skills in communication both verbal and written with a customer centric focus; typing or keyboarding at a rate capable of keeping pace with expected productivity for CSR; organizing, analytical and problem solving, presentation, telephone and email etiquette; possess cultural awareness and sensitivity; sound work ethics and good judgment.

CSR 3 - Requires significant customer service skills and diplomacy to ensure that the customer is satisfied. Written and verbal communication, organizing, analytical and problem solving, presentation, telephone and email etiquette; possess cultural awareness and sensitivity; sound work ethics and good judgment; superior customer service skills; use of various applications and databases to maintain company and certified provider information such as OIMS, Salesforce, Wire, insurance, etc.


Abilities:
CSR 1 - Ability to adapt and embrace a changing environment, processes and procedures; to stand or sit for long periods; to excel in an office environment including operating a PC, proprietary MVD software, and other office equipment; evaluate documents for completeness and accuracy; handle a high volume of telephone calls.

CSR 3 - Ability to multitask; respond quickly, independently and with flexibility under tight deadlines; interact with various units such as ITG, FMS, OIG; and with court staff; maintain high level of accuracy and confidentiality; recognize and follow escalation procedures; set priorities; evaluate documents for completeness and accuracy; handle a high volume of telephone calls.

CSR 1: Entry level training position requiring no experience.
CSR 3: 1 year previous MVD exp in T/R and DL or upon successful completion of training and adherence to performance standards.

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

Background check and fingerprinting is required.

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

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) 712-8186 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) 712-8186 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.