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Senior Customer Support Specialist
2 months ago
Position Overview:
The MVD Support Services Unit is comprised of highly skilled professionals trained to address a significant volume of intricate inquiries communicated through various channels. These specialists are tasked with evaluating customer requirements to resolve issues that hinder the completion of services by delivering expert internal assistance in the driver licensing and title and registration processes.
Key Responsibilities:
- Provide expert support and guidance for complex customer inquiries, which may involve specialized training and certification in specific areas of expertise.
- Identify issues and desired resolutions, utilizing support documentation and screenshots.
- May mentor junior staff and oversee workflow within the unit, assessing and recommending enhancements to operational processes.
- Manage a high volume of calls and various communication channels.
- Utilize discretion to research, verify, interpret, and apply specialized knowledge of the Problem Driver Pointer System (PDPS), National Motor Vehicle Title Information System (NMVTIS), Electronic Lien Title (ELT), Commercial Driver License Information System (CDLIS), and the State Pointer Exchange System (SPEXS) to resolve issues related to driver licensing and registration services.
- Review error and batch reports from internal systems and external sources to determine necessary actions regarding license suspensions, revocations, disqualifications, or cancellations.
- Collaborate with other state jurisdictions to address driver pointer discrepancies.
- Process and update driver records based on court documents and citations.
Required Knowledge, Skills, and Abilities:
Knowledge of:
- Relevant Arizona Revised Statutes (A.R.S.) and Federal Motor Carrier Safety Administration regulations.
- MVD policies and procedures.
- Applicable software, databases, and operational codes.
Skills in:
- Customer service excellence, ensuring quality standards and evaluating customer satisfaction.
- Active listening and effective communication.
- Critical thinking and problem-solving.
Ability to:
- Understand and apply relevant rules, policies, and procedures.
- Comprehend written documentation effectively.
- Communicate information clearly and effectively.
- Maintain detailed records of interactions and resolutions.
Preferred Qualifications:
Experience in researching and analyzing Motor Vehicle Records (MVR) related to A.R.S. Titles 13, 28, and 41, as well as FMCSA regulations. Completion of MVD 'Q' Series classes and other relevant training is highly desirable.
Pre-Employment Requirements:
Candidates must possess a valid driver's license with a satisfactory driving record. All newly hired state employees are required to successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits:
The Arizona Department of Administration provides a comprehensive benefits package, including:
- Sick leave
- Vacation with 10 paid holidays annually
- Paid Parental Leave for up to 12 weeks for newborn or newly-placed foster/adopted children
- Health and dental insurance
- Retirement plan
- Life insurance and long-term disability insurance
- Optional benefits such as short-term disability insurance and deferred compensation plans
Retirement:
Mandatory participation in the Arizona Retirement System (ASRS) is required.
