Customer Service Representative 4
Customer Service Representative 4
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
DEPT OF TRANSPORTATION
Driving the future of transportation with a diverse and innovative team!
CUSTOMER SERVICE REPRESENTATIVE 4
* *Open to CURRENT ADOT EMPLOYEES Only! * *
Address: 3565 S BROADMONT DR
City: TUCSON
Salary: $40207.02 $43 197.02
Grade: 17
Oversees the MVD Support Services Unit day to day operations of our 3 main processes including multiple tasks and knowledge of specialized systems integrated with MAX such as Problem Driver Pointer System (PDPS) National Motor Vehicle Title Information System (NMVTIS) State Pointer Exchange System (SPEXS) and Commercial Driver License Information System (CDLIS). Sustain business relationships with MVD personnel and business stakeholders to implement and test new legislation changes. Research advise interpret consult collaborate and coach to problem solve discrepancies with programmers and other states. Oversee and disseminate daily CDL reports received from MAX and AAMVA notifications to ensure complete timely resolution. Assist the team with escalated calls to resolve concerns with driver and vehicle records that derive from a variety of customer communication.
Has authority to stand in for the supervisor and manager in their absence.
May be required to travel to include overnight stay.
Research verify advise interpret support to problem solve escalated discrepancies for all MVD offices court personnel law enforcement and nationwide governmental agencies. Resolve suspension revocations and compliance issues affecting the customer MVR. Apply AMS methodology to coach and support the team in problem solving efforts for escalated issues.
Identify and take appropriate actions to make corrections to the CDLIS PDPS and NMVTIS systems. Consult with programmers and other state jurisdictions as needed to resolve issues identified. Review and update AAMVA ACD Codes corresponding to A.R.S. Title 28.
Review PDPS NMVTIS CDLIS and SPEXS error and batch reports retrieved from the internal MAX system as well as from AAMVA to determine if suspension revocation disqualification and/or cancellation of license are required as well as verifying if a driver pointer will need to be added pulled or deleted. Work with other state jurisdictions to resolve all driver pointer issues.
Process and update driver records from court abstracts and citations.
Knowledge of:
* A.R.S. Title 13 28 41 and the FMCSA Rules and Regulations.
* MVD policies and procedures.
* NMVTIS CDLIS PDPS SPEXS FMCSA Medical Certifications policies and procedures and MVD organization.
* Applicable MVD software databases screens and codes.
* Google Workspace.
Skills in:
* Customer and Personal Service assess customers needs meeting quality standards for service and evaluation of customer satisfaction.
* Active listening full attention understanding the points being made asking questions as appropriate not interrupting at inappropriate times.
* Critical Thinking and decision making using logic and reason to identify alternative solutions or approaches to problems.
Ability to:
* Comprehend and apply applicable program rules policies and procedures systems and relevant statutes.
* Reading Comprehension to understand written sentences and paragraphs in work related documents.
* Speaking to convey information effectively.
* Problem Solving to keep record of interactions details of inquiry and actions taken.
* Ability to align employees with company values and goals.
2 years of MVD experience. Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Title 13 28 and 41; FMCSAs Rules and Regulations; certified completion of MAX classes Authorized Presence class and any other internal customer service and knowledge classes presented by MVD.
Valid drivers license. Background and Fingerprint clearance.
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 classappropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers 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. R210207.11.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (EVerify).
The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and longterm disability insurance
Optional employee benefits include shortterm disability insurance deferred compensation plans and supplemental life insurance
Learn more about the Paid Parental Leave pilot programhere. 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 or phone call atoption 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 callingoption 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
