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CUSTOMER SERVICE REPRESENTATIVE 4

  • 505949
  • PHOENIX
  • DEPT OF TRANSPORTATION
  • Full-time
  • Closing at: Aug 10 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

Job Location:

1801 W Jefferson St. Phoenix AZ 

Posting Details:

Salary: $40,207.02

Grade: 17

Job Summary:

As a Customer Service Representative 4 (CSR4) for this area, duties include performing senior level customer service activities, which can mean managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training or certification in specialized areas of expertise. May train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures.

Job Duties: Essential Duties and Responsibilities include but are not limited to:
  • As technical expert, research/analyze problem cases, determining steps necessary to achieve eligibility and compliance.
  • Respond to all inquiries, providing procedural information, compliance requirements, rationale and penalties for noncompliance.
  • Ensure positive, professional, expeditious public service.
  • Respond by telephone/email to inquiries/concerns of applicants, authorized third party providers, government agencies, private entities and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status.
  • Research corporation status, utilizing the Corporation Commission database.
  • Review and resolve an escalation if a team member is unable to resolve a customer's question or complaint. Identify a solution to the customer's query or direct them to another department that can provide assistance
  • Requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
  • Create electronic records, utilizing applicable databases and computer applications.
  • Issue dealer plates, tabs, and registration to qualified motor vehicle dealerships. Cancel/suspend dealer issued plates when applicable.
  • Provide notifications and updates to MVD leadership of suspected rule violations for possible corrective action which may involve the Office of the Inspector General and the Executive Hearing Office.
  • Review dealer plate violation reports and follow standard procedures for plate suspension or cancellation.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:    

  • A.R.S. Title 28, Arizona Administrative Code, Federal transportation code, MVD policy and procedures; personnel rule; title and registration and driver license processing.
  • Basic knowledge of computer equipment and software such as Google Suites, DocuSign, project management concepts, liability insurance and bond requirements. 


Skills in:

  • Strong written and verbal communication, organizing, analytical and problem solving, presentation, telephone and email etiquette.
  • Use of various applications and databases to maintain company and certified provider information such as OIMS, Salesforce, Wire and insurance.
  • Possess cultural awareness and sensitivity.
  • Sound work ethics and good judgment; superior customer service skills.

Ability to:

  • Multi-task.
  • Respond quickly, independently and with flexibility under tight deadlines.
  • Interact with various units such as Information Technology Group (ITG), Financial Management Services (FMS), Office of Inspector General (OIG), Audit, Attorney General (AG) Office, and court staff.
  • Maintain high level of accuracy and confidentiality; recognize and follow escalation procedures; set priorities; evaluate documents for completeness and accuracy.
  • Handle a high volume of telephone calls.
Selective Preference(s):

The ideal candidate for this position will have:

High school diploma or GED; KSAs are typically acquired through a combination of post high school and employer-based formal on-the-job training, i.e., one year of experience in Arizona State service as a CSR; or two years of experience in a multi-functional customer service environment; supervisor experience a plus.

Pre-Employment Requirements:

Candidates for this position must complete and sign PART 1 of the State of Arizona Application for Employment prior to the interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). 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. PART 2 of the State of Arizona Application for Employment will be required if selected for further consideration, allowing the agency to conduct a reference/ background check. Employment is contingent upon acceptable results of these reviews.

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.