DEPT OF TRANSPORTATION
Driving the future of transportation with a diverse and innovative team ... CUSTOMER SERVICE REPRESENTATIVE 4
• Open to current ADOT EMPLOYEES Only! *
Job Location:
Address: 4005 N 51ST AVE
City: PHOENIX
Posting Details:
Salary: $40,207.02
Grade: 17
Job Summary:
MAX Support Level 2 positions are considered subject matter experts with specialized training and perform senior-level customer service, responding to a high volume of complex inquiries from MVD Field Offices and MVD Indirect Units; responsible for providing highly technical and specialized instruction in the driver's license and title and registration processes and procedures on complex cases; and carrying out tasks that require considerable judgment.
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.
Job Duties:
Research and advise on complex items involving customer records from various Internal MVD Business Units; identify issues and desired resolution with screenshots to support.
Performing as senior level/lead; assure compliance and conformance to ARS and MVD directives, rules, regulations, policies, and procedures. Return rejected or denied submissions for corrective action.
Research, gather, and assist with complex situations that require MAX support team members to assist with complex issues of a vehicle or driver record, or assisting with AZ MVD Now setup. Review and assess new processes to be documented.
Answer complex issues for customer records from various MVD offices; problem solve and support customer associates.
Knowledge, Skills & Abilities (KSAs):
Knowledge of:
• A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's Rules and Regulations.
• MVD policies and procedures.
• NMVTIS, ELT, COLIS, POPS, SPEXS
• Policies and procedures of the MVD organization.
• Applicable MVD software, databases, screens, and codes.
Skill in:
• Research and investigative skills.
• Proficient verbal communication and computer skills.
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
Ability to:
• Effectively verbally communicate with internal and external customers on the policies and procedures that pertain to customer records.
• Understand and apply A.R.S. Titles 13, 28, 41 and Federal Motor Carrier Safety Administration's Rules and Regulations.
• Learn and interpet CDLIS, PDPS, ELT, NMVTIS, SPEX, policies and procedures and MVD organization.
Selective Preference(s):
Experienced in research, investigation, and analyzing Motor Vehicle Records (MVR) that pertain to ARS Title 13, 28, and 41. Also FMCSA's Rules and Regulations. Certified completion of MVD 'Q' Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD.
Pre-Employment Requirements:
Must have and maintain a valid Arizona driver's license.
If this position requires driving or the use of a vehicle as an essential 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).Driver’s License Requirements.
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
Retirement:
Mandatory participation in the Arizona Retirement System (ASRS) is required.
Contact Us:
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) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification
