Senior Customer Service Specialist

2 weeks ago

Mesa, Arizona, United States Arizona Official Website of State of Arizona Full time

Position Overview:

Under minimal oversight, execute advanced customer service functions within a governmental office; addressing intricate customer service grievances, inquiries, and challenges that may necessitate specialized training or certification in specific fields of expertise. Responsibilities include mentoring junior staff and overseeing workflow within the department, assessing and proposing enhancements to operational processes and protocols. This role may also involve serving as an alternative for supervisory duties.

Key Responsibilities:

Essential duties and responsibilities encompass, but are not limited to:

  • Specializing in the verification of identity documents and guiding other customer service representatives on procedures for issuing credentials to international applicants; executing secondary approvals for credential issuance; employing electronic verification systems and fraud detection tools to identify dubious or fraudulent documents. Prepare incident reports for investigations of suspicious documents.
  • Review, approve, reject, or deny Title & Registration applications and legal documents, ensuring adherence to applicable regulations and directives. Process approved applications and return any rejected submissions for necessary corrections.
  • Query, update, and/or create records across various databases; assess operator/CDL license histories; review data for outstanding citations or warrants; determine eligibility for licenses; inform customers of any outstanding violations and recommend corrective actions.
  • Investigate and analyze problematic applications or cases; identify necessary steps to achieve compliance and adherence; respond to inquiries; clarify compliance requirements and penalties for non-compliance; ensure a positive, courteous, and professional public service experience.
  • Evaluate Operator/CDL license application eligibility, ensuring compliance with relevant laws and regulations. Collect, validate, and reconcile applicable fees, including bonded titles and penalties.
  • Ensure the security and accurate reconciliation of cash drawers and collected revenues; manage the ordering of driver license materials and office supplies; maintain inventory of accountable and non-accountable forms; prepare bank deposits; audit documentation, and assist supervisors in daily operations.
  • Conduct vehicle inspections to verify compliance with relevant statutes; ascertain vehicle identity; identify potentially stolen vehicles; administer and evaluate written, oral, or vision tests; conduct driving skill assessments.
  • Facilitate training sessions, generate special reports and correspondence; compile data or statistics on various daily work activities for management reports. Collaborate with management on unusual transactions and assist in scheduling training sessions.

Knowledge, Skills & Abilities:

Knowledge of:

  • Provisions and directives related to motor vehicle operator licensing and vehicle titling and registration.
  • Voter registration, selective service, and organ donor registration processes.
  • Public relations and customer service best practices.
  • Recognition of fraudulent documents with successful completion of relevant training.
  • Incident reporting and investigation protocols.
  • Proficiency in Google Workspace.

Skills in:

  • Active listening and critical thinking.
  • Reading comprehension and effective communication.
  • Problem-solving techniques focused on customer assistance.
  • Data entry, retrieval, and analysis.

Ability to:

  • Utilize electronic verification systems and fraud detection tools effectively.
  • Manage files and records efficiently.
  • Design forms and evaluate customer satisfaction.

Preferred Qualifications:

The ideal candidate will possess:

  • Experience as a Customer Service Representative in a motor vehicle department.
  • Training in fraudulent document recognition.
  • Completion of relevant training series.

Pre-Employment Requirements:

This position necessitates possession of a valid driver's license.

Benefits:

The Arizona Department of Administration provides a comprehensive benefits package, including:

  • Sick leave and vacation with paid holidays.
  • Paid parental leave for eligible employees.
  • Health and dental insurance options.
  • Retirement plan participation.
  • Life insurance and long-term disability coverage.
  • Optional employee benefits such as short-term disability insurance and deferred compensation plans.

Retirement:

Mandatory participation in the Arizona Retirement System is required.

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