Customer Service Representative 3

Under general supervision, provide accurate, courteous and excellent customer service in a timely manner to applicants for titling and registration (T&R), driver licenses,mandatory insurance, etc. ensuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies and procedures, respond to inquiries from the general public, examine documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolve problems and questions presented by agency staff both internal and external; operate a computer for data storage and retrieval, balance drawer nightly; confer with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution or difficult problems and/or questions.

Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and e-mail application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information.

Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.

Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service.

Knowledge of:
- ARS Title 28.
- MVD Operational policies and procedures;
- Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
- Applicable MVD software, databases, screens and codes.
- Public relations, office practices, problem resolution techniques.
- Practices for control and security of equipment, facilities, cash, forms and records.
- Computer use to reference policies and memos and assist customers using MVD web based programs and applications.
- Google workspace.

Skill in:
- Proficient skills in verbal and written communication and computer skills.
- In reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
- In correctly interpreting and applying rules, policies and procedures.

Ability to:
- Communicate effectively in providing an appropriate level and extent of required information.
- Handle high volume calls.
- Operate computer, copier, credit card machine and telephone systems.

Two years of experience in a customer service environment.

Background and fingerprint clearance 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.