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CUSTOMER SERVICE REPRESENTATIVE 4

  • 513559
  • TUBA CITY
  • DEPT OF TRANSPORTATION
  • Full-time
  • Closing at: Nov 28 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:

300 S Edgewater Dr. Tuba City AZ 86045

Posting Details:

Salary: $40,207.02

Grade: 17

Job Summary:

This position is open only to current ADOT employees

A CSR4, under minimal supervision, performs senior level or lead customer service activities in the field office, including managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training or certification in specialized areas of expertise. Will be expected to train lower level staff, monitor, and manage workflow within the office, as well as evaluate and recommend changes to work processes and procedures. May serve as back up for the supervisor.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

 

  • Specialize in identity document verification and advise other CSRs on procedure to issue credential to foreign applicants; perform second level approval/issue credential; utilize electronic verification systems/fraud detection tools to identify suspicious or fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.
  • Examine, approve, reject or deny T&R applications and legal documents.
  • Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.
  • Query, update and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform customers of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.
  • Research/analyze problem applications/cases; determine steps necessary to achieve eligibility, compliance and conformance; respond to all inquiries; explain compliance requirements and penalties for non-compliance; assure positive, courteous, considerate, professional and expeditious public service.
  • Review and assess Operator/COL license application eligibility. Determine applicant's adherence to the applicable portion of the ARS, provisions of the Motor Vehicle Code, administrative regulations, policies and procedures. Determine, collect, validate and reconcile applicable fees to include bonded title and penalties.
  • Assure security and valid reconciliation of cash drawer and collected revenue; order driver license consumables, office supplies, and maintain inventory of accountable and non-accountable forms; produce bank deposits; audit and quality check documentation, assist supervisor overseeing daily operations, opening and closing of facility.
  • Conduct vehicle inspections, determine compliance and conformance with ARS Title 28 and MVD Statutes, determine proper identity of vehicle, identify possible stolen vehicles; administer and evaluate written, oral or vision tests; conduct road and motorcycle driving skill tests.
  • Conduct training, produce special reports and correspondence; accumulate data or statistics on various work activities completed in a workday to be incorporated into management reports.
  • Confer with management on problem transactions, assuring fully apprised of unusual transactions; assist in scheduling classes and OJT.
Knowledge, Skills & Abilities (KSAs):

Knowledge in-
ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level II; proper incident reporting and investigation procedures.


Skills in-
Active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people; data entry, retrieval and analysis skills.

Ability to-
Show proficiency in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver test; manage files and records, designing forms and evaluation of customer satisfaction.

Selective Preference(s):

The ideal candidate for this position will have-
Experience as a MVD Customer Service Representative, AAMVA Fraudulent Document Recognition Training and have completed Q-Series Training (Q1 through Q4 Classes) MAX.

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:

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.

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.