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Job Information
Job Title:  CUSTOMER SERVICE REPRESENTATIVE 
Agency:  DEPARTMENT OF TRANSPORTATION 
Job Reference ID:  53986 
Category:  CUSTOMER SERVICE 
Grade:   
Posted Date:  02/13/2020 
Close Date:  03/12/2020 
Job Description

This position is open only to current ADOT employees




ARIZONA DEPARTMENT OF TRANSPORTATION (ADOT)

Driving the future of transportation with a diverse and innovative team

 

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.

 

To learn more about the ADOT team CLICK HERE

 

 

 

Customer Service Representative 4

MVD Mobile Unit

 

LOCATION

 

Motor Vehicle Division

MVD Mobile Unit – Glendale Office

 

JOB SUMMARY

 

This position is open only to current ADOT employees

 

Under minimal supervision, perform senior level or lead customer service activities in field office and in Mobile MVD unit throughout the Phoenix and Tucson metropolitan areas; managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as back up for supervisor. This position will be required to travel for up to a week at a time, operating and conducting transactions in the Mobile MVD unit. A CDL must be obtained within 4 months of appointment to position. Required a Class B CDL with passenger endorsement will be provided in-house. Click hereto learn more!

 

Essential Duties and Responsibilities include but are not limited to:

·         Perform senior level/lead customer service activities in field office and in Mobile MVD unit

·         managing the most complex customer service complaints, inquiries, and issues

·         Ensures compliant with state, federal and departmental policies and procedures are adhered to

 

·         Train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures

·         Operate 38' RV (Mobile MVD), driving the unit to various locations around the state

·         Facilitate customers and transactions in the mobile unit

·         Serve as back up for supervisor

 

KNOWLEDGE, SKILLS, AND ABILITIES

 

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

 

Ability to

·        Use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents

·        Execute the various systems and administration of written driver test

·        Manage files and records, designing forms and evaluation of customer satisfaction

·        Obtain CDL within four months of appointment to position

·        Safely operate 38' RV while traveling around the state

·         Make sound decisions with minimal/no supervision or support

 

 PREFERRED REQUIREMENTS

 

The ideal candidate for this position will have;

·         Experience as MVD Customer Service Representative

·         AAMVA Fraudulent Document Recognition Training Completion of Q-Series Training (Q-1 through Q-4)

 

PRE-EMPLOYMENT REQUIREMENTS

 

This position requires possession of a valid Arizona Class D Driver License AND the ability to obtain an Arizona Class “B” Commercial Driver’s license (CDL) with passenger endorsement within 120 days from the date of hire. Candidates for this position must complete and sign PART 1 and PART 2 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).  The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.12 (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.

BENEFITS

 

The State of Arizona provides an excellent comprehensive benefits package including:

·         Affordable medical, dental, life, and short-term disability insurance plans

·         Top-ranked retirement and long-term disability plans

·         10 paid holidays per year

·         Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

·         Sick  time accrued at 3.70 hours bi-weekly

·         Deferred compensation plan

·         Wellness plans

Please visit http://www.azdot.gov/Inside_ADOT/HR/Employment.asp to learn more about benefits given to ADOT employees.

 

 

 

All newly hired employees will be subject to the E-Verify Employment Eligibility Verification Program.

ADOT supports a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of the Agency, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

 

To submit your resume click the "APPLY NOW" button below

 

Having trouble applying for this position?

Email [email protected] or call (602) 542-4700 for assistance.

 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $33,229.46-0.00 

 

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