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Customer Service Representative 1, 2,

2 months ago

Phoenix, United States State of Arizona Full time

DEPT OF TRANSPORTATION
- Driving the future of transportation with a diverse and innovative team_

**CUSTOMER SERVICE REPRESENTATIVE 1, 2, & 3**

Job Location:
Address: 1801 W JEFFERSON ST
City: PHOENIX

Posting Details:
**Salary**: $33,368.19 - $37,607.86

Grade: 16

Job Summary:
CUSTOMER SERVICE REP 1
Performs entry-level customer service activities; compiling information; preparing reports; analyzing policy and procedures; interpretation of organizational rules; problem resolution; providing guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs.

CUSTOMER SERVICE REP 2
Performs intermediate-level customer service activities; compiling information; preparing reports; analyzing policy and procedures; interpreting organizational rules; problem resolution; providing guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs.

CUSTOMER SERVICE REP 3
Performs upper-level customer service activities; compiling information; prepares reports; analyzes policy and procedures; interpretation of organizational rules; problem resolution; provides guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs. May perform in a lead capacity.

Job Duties:
CUSTOMER SERVICE REP 1
With assistance, research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code, and regulations when resolving problems, questions, and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions, and the public.

CUSTOMER SERVICE REP 2
Research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code, and regulations when resolving problems, questions, and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions, and the public.

CUSTOMER SERVICE REP 3
Research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code, and regulations when resolving problems, questions, and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions, and the public; analyze complex technical data and documentation pertaining to T&R, DL or other ADOT MVD processes.
Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.

Knowledge, Skills & Abilities (KSAs):
CUSTOMER SERVICE REP 1
- Knowledge of:

- Or ability to learn ADOT and MVD rules, regulations, processes, and procedures
- Or the ability to execute customer service principles and best practices.

Skills in:

- Communication both verbal and written with a customer-centric focus
- Typing or keyboarding at a rate capable of keeping pace with expected productivity for a CSR
- Cultural awareness and sensitivity; sound work ethics and good judgment.

Ability to:

- Adapt and embrace a changing environment, processes, and procedures
- To stand or sit for long period
- To excel in an office environment including operating a PC, proprietary MVD software, and other office equipment
- Evaluate documents for completeness and accuracy
- Handle a high volume of telephone calls

CUSTOMER SERVICE REP 2
- Knowledge of:

- Or the ability to learn and understand ARS Title 28, Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules, policy and procedures, regulations, processes, procedures, and personnel rules
- Title and registration and driver license processing
- Basic computer equipment and software such as Google Suites, DocuSign
- Basic project management concepts; liability insurance and bond requirements

Skills in:

- Written and verbal communication
- Organizing, analytical and problem-solving
- Cultural awareness and sensitivity; sound work ethics and good judgment

Ability to:

- Multitask; respond quickly, independently, and with flexibility under tight deadlines
- Interact with various units such as ITG, FMS, OIG; and with court staff
- Maintain a 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

CUSTOMER SERVICE REP 3
- Knowledge of:

- Or the ability to learn and understand ARS Title 28, Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules, policy and procedures, regulations, personnel rules, processes, and procedures
- Title and registration and driver license processing
- Basic computer equipment and software such as Google Suites, DocuS