Customer Service Representative 4

Responsible for technical areas engaged in research and or statistical analysis work. As the Subject Matter Expert, performs quality control checks, coordinate projects and gather and analyze all crash data, devises data collection methods, works in conjunction with other agencies and organizations in the compilation of information, and interprets data presented in graphic, pictorial and tabular reports. Responds to data/crash report requests. Updates daily, weekly, and monthly production sheets. Runs daily quality control checks on queries and all manual keyers. Runs SQL queries daily collect and compile information on any and all training material needed. Trains any and all new hires. Manages workloads in OnBase, downloads and processes Sharefile reports. Processes mail as well as scans and indexes paper reports.

Engages in research by gathering all information needed for Accident Location Surveillance System (ALISS) and the input of the crash reports from law enforcement agencies. Updates production sheets, manages workload in OnBase, uploads Sharefile reports.

Manages queries and runs daily SQL queries. Analyzes all information pertaining to each crash including roadway data, motor vehicle and driver information . Runs DPS, TraCS Others, Traffic Records and Phoenix and Glendale queries daily.

Keys paper reports and processes electronic reports, runs quality checks on all manual keyers and sends correspondences on corrections that need to be made.

Knowledge of:
• Knowledge in SQL Database.
• Knowledge in updating production sheets and workflow based on the department needs.
• Knowledge in scanning and indexing reports into On Base.
• Knowledge in downloading/importing Sharefile reports.
• Knowledge in processing/sorting mail.
• Knowledge in updating amended reports.
• Knowledge in research and statistical analysis techniques.
• Knowledge and familiarity with all aspects of crash reports.
• Knowledge of ALISS database system and training all new hires within ALISS system and crash manuals.
• Knowledge in automated data storage and retrieval methods, job submissions report processing, math, and statistical and research methodologies.

Skill in:
• Processing manual and electronic reports effectively and in a timely manner.
• Maintain production goals.
• Skills in oral and written communication.
• Skills in identifying work process and problems.
• Skills in resolving issues related to crash reports.
• Skills in gathering, organizing and analyzing facts and drawing logical conclusions.
• Skills in reviewing and evaluating activities analytically and develop effective plans and methods for improvements.
• Skills in establishing and maintaining effective working relationships.
• Skills in database management, system concept and data extraction from system mainframe files in order to produce requested reports.
• Skilled in Google Suites and Microsoft.

Ability to:
• Ability to plan and organize the work in the department.
• Ability to coordinate any and all projects.
• Ability to focus in completing given tasks.
• Ability to facilitate solutions to problems affecting the area.
• Ability to communicate orally and written.
• Ability to plan, gather data, organize, and analyze, and draw logical conclusions in the conduct of safety studies and statistical summaries.
• Ability to communicate with governmental organizations, agency personnel and the private sector in order to obtain the desired objectives.
• Ability to provide technical assistance to agency staff.

Experience in research and statistical collecting, reporting and methods. ALISS (Accident Location Surveillance System) procedures.

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).

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) 712-8188 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.