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CUST SVC REP 4

  • 509852
  • TUCSON
  • DEPT OF TRANSPORTATION
  • Full-time
  • Closing at: Aug 8 2022 at 23:55 MST

DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team
To learn more about the ADOT team CLICK HERE

CUSTOMER SERVICE REPRESENTATIVE 4

DEPT OF TRANSPORTATION

Job Location:

Address:  3565 S Broadmont Dr. Tucson, AZ 85713

Posting Details:

Salary: $40,207.02 

Grade: 17

Job Summary:

THIS POSITION IS OPEN TO CURRENT ADOT EMPLOYEES ONLY

MVD Support Services Unit positions are subject matter experts with specialized training to analyze a high volume of complex inquiries received and communicated through various outlets; responsible for assessing customers' needs to resolve challenges preventing completion of Services by providing highly technical and specialized internal support in the driver license and title and registration processes and procedures.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

Provides support, guidance for the most complex customer inquiries and issues that may include specialized instruction, training/certification in specialized areas of expertise; identify issues and the desired resolution with support screenshots; may train lower level staff, manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as a backup lead. Manages high volume call and various outlets of communication.

Exercises discretion to research, verify, interpret, update and apply specialized knowledge of the Problem Driver Pointer System {PDPS), National Motor Vehicle Title Information System {NMVTIS), Electronic Lien Title {ETL), Commercial Driver License Information System {CDLIS) and the State Pointer Exchange System (SPEXS), FMCSA, Medical Certification to resolve issues presented with the DL and T&R Service or Record.

Review PDPS, NMVTIS, CDLIS, ELT 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, 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, CDLIS, POPS, SPEXS, FMCSA, Medical Certifications policies and procedures and MVD organization.

Applicable MVD software, databases, screens and codes.

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 - using logic and reason to identify alternative solutions or approaches to problems.

Ability to/in:

Comprehend and apply applicable program rules, policies and procedures, systems, and relevant statutes.

Reading comprehension - understanding written sentences and paragraphs in work related documents.

Speaking - convey information effectively.

Problem Solve - keep record of interactions, details of inquiry and actions taken.

Selective Preference(s):

The ideal candidate for this position will have:

Experience in research and investigation of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 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:

This position requires possession of a valid Arizona Class D Driver License. Candidates for this position must complete and sign PART 1 of the State of Arizona Application for Employment at the time of interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). If considered, PART 2 of the State of Arizona Application for Employment allows a record review and reference check. The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.11 (H) and (I). The review must show an acceptable driving record prior to any offer of employment being made by ADOT. Employment is contingent upon an acceptable MVR and record review/ reference check.

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• 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

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Participation in the Arizona State Retirement system (ASRS) is mandatory.

Contact Us:

Arizona State Government is an EOE/ADA 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.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.