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Job Information
Job Title:  CUSTOMER SERVICE REPRESENTATIVE 
Agency:  DEPARTMENT OF TRANSPORTATION 
Job Reference ID:  57417 
Category:  CUSTOMER SERVICE 
Grade:  17 
Posted Date:  07/23/2020 
Close Date:  07/28/2020 
Job Description



ARIZONA DEPARTMENT OF TRANSPORTATION (ADOT)

Driving the future of transportationwith a diverse and innovative team

 

All Arizona state employees operatewithin the Arizona Management System (AMS), an intentional, results-drivenapproach for doing the work of state government whereby every employee reflectson performance, reduces waste, and commits to continuous improvement withsustainable progress. Through AMS, every state employee seeks to understandcustomer needs, identify problems, improve processes, and measure results.State employees are highly engaged, collaborative and embrace a culture ofpublic service.

 

To learn more about the ADOT team CLICK HERE

 

 

 

Customer Service Representative 4

 

 LOCATION

 

Motor Vehicle Division

Ignition Interlock

1801 W. Jefferson, Phoenix,Arizona 85007

 

 JOB SUMMARY

 

OPEN ONLY TOCURRENT ADOT EMPLOYEES

 

This position isconsidered a subject matter expert (SME) handling high volume complex calls andcorrespondence from internal/external customers and stakeholders involved withignition interlock issues. The position works with minimal supervision performingsenior level activities by providing training, guidance and informationregarding the ignition interlock requirement, violations, extensions, specialignition interlock restricted driver’s license; and explains repercussions fromconviction for violations per ARS Title 28 and 13 on complex cases and/orcarrying out tasks that require considerable judgment.

 

Verifies accuracyon customer’s records, exercises discretion to determine validity of suspensionand resolving and dealing with irate customers and complex issues. Thisposition performs the complete range of customer service functions within theIgnition Interlock Program. 

 

 

 KNOWLEDGE, SKILLS AND ABILITIES

 

Knowledgeof

·         ARS Titles 13, 28and 41.

·         MVD policies andprocedures, various codes (courts, disposition, status).

·         MAX knowledge inreading DL records.

·         Applicable programrules, regulations, policies and procedures, systems and relevant statutes.

·         Administrative andclerical procedures and systems.

·         Word processing,managing files, records, transcription, designing forms and other office proceduresand terminology.

·         Principles andprocesses for providing customer and personal services; this includescustomers’ needs assessment, meeting quality standards for services, andevaluation of customer satisfaction.

 

Skills in

·         Research,investigative and interviewing.

·         Proficient writtenand oral communication and computer skills.

·         Resolving complexissues under stressful conditions with problem drivers by telephone or walk-incontact.

·         Reading recordsand interpreting them. 

·         Critical thinking– using logic and reasoning to identify the strengths and weaknesses ofalternative solutions, conclusions or approaches to problems.

 

Ability to

·         Effectivelycommunicate, both written and verbal, the policies and procedures that pertainsto the Ignition Interlock Program.

·         Train and counselMVD employees, third parties and members of other agencies in theinterpretation of motor vehicle laws of the ignition interlock program andpartner with DPS in certifying and training any/all new devices in Arizona.

 

PREFERRED REQUIREMENTS

 

The ideal candidate for this position will have:

Minimum threeyears of MVD Customer Service experience required. 

Must havecompleted the driver's license courses through the Q series classes.

 

PRE-EMPLOYMENTREQUIREMENTS

 

This position requires possession of a valid Arizona Class D Driver License. Candidates for this position mustcomplete and sign PART 1 and PART 2 of the State of Arizona Applicationfor Employment at the time of interview, which will allow ADOT to obtain thecandidate's motor vehicle record (MVR).  Themost recent 39-month period shown on the MVR will be reviewed in accordancewith A.A.C. R2-10-207.12 (H) and (I).  Thereview must show an acceptable driving record prior to any offer of employmentbeing made by ADOT.  Employment iscontingent upon an acceptable MVR.

BENEFITS

 

The State of Arizona provides an excellent comprehensive benefitspackage including:

·         Affordable medical, dental, life, andshort-term disability insurance plans

·         Top-ranked retirement and long-termdisability plans

·         10 paid holidays per year

·         Vacation time accrued at 4.00 hoursbi-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 besubject to the E-Verify Employment Eligibility Verification Program.

ADOT supportsa diverse multi-cultural workforce that reflects the community, promotes equalopportunity at all levels of the Agency, and creates an inclusive workenvironment that enables all individuals to perform to their fullest potentialfree 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.

 

ADOT

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

 

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