Job Location:
Posting Details:
Job Summary:
Customer Service Representative 1:
This is a customer service position working with the public to provide motor vehicle services including licensing, titling, testing, and permits at a local MVD field office. This position is responsible for timeliness and accuracy of work products, security, and validation of documents. This position works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures.
Customer Service Representative 3:
This is a customer service position working with the public to provide motor vehicle services including licensing, titles, testing, and permits at a local MVD field office. This position is also responsible for timeliness and accuracy of work products, security and validation of documents. This position works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures. This position requires one year of previous Motor Vehicle experience or successful completion of training with adherence to performance standards (typically six months).
Job Duties:
Customer Service Representative 1:
Learn to process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
Learn to answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required.
Learn to administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance.
Learn to determine, collect, and evaluate fees, use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory.
Learn and participate in process improvement activities, including the use and application of process improvement. Identify potential gaps in processes recommending solutions to gain efficiencies, reduce cost, and increase customer service.
Customer Service Representative 3:
Process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
Answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required.
Administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance.
Determine, collect, and evaluate fees & use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory.
Participate in process improvement activities. Identify potential gaps in processes and recommend solutions to gain efficiencies, reduce cost, and increase customer service.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
- The knowledge or ability to learn ADOT / MVD rules, regulations, processes, and procedures.
- The ability to execute customer service principles and best practices.
Skills in:
- Verbal and written communication with a customer centric focus.
- Typing or using a keyboard at a rate capable of keeping pace with expected productivity.
Ability to:
- Adapt to and embrace a changing environment.
- Adapt to and embrace changes to processes and procedures.
- Stand or sit for long periods and work outside when necessary.
- Excel in an office environment.
- Operate a PC/computer.
- Operate proprietary MVD software and other office equipment.
Selective Preference(s):
CSR 1 - Entry level training position, requires no experience.
CSR 3 - One year previous MVD experience in title & registration and/or driver's licenses OR upon successful completion of training and adherence to performance standards (typically within 6 months)
Pre-Employment Requirements:
Must possess and maintain a valid driver's license.
Background check and fingerprinting are required.
As this position may require driving or the use of a vehicle as a function of the job, then 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).
Benefits:
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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement:
Mandatory participation in the Arizona Retirement System (ASRS) is required.
Contact Us:
For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [email protected] 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.
