Customer Service Representative 4 MVD Support Svcs

1 month ago


Phoenix, Arizona, United States Arizona Official Website of State of Arizona Full time
Job Summary:

This position is a subject matter expert handling a high volume of complex calls and correspondence from MVD Field Offices, Court personnel, Law Enforcement, and other government entities in and out of the state of Arizona. The role requires providing highly technical and specialized instruction in the driver license (DL) and title and registration (T&R) processes and procedures on complex cases, including the Problem Driver Pointer System (POPS), National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS), and the State Pointer Exchange System (SPEXS), Federal Motor Carrier Safety Administration (FMCSA). The position also involves carrying out tasks that require considerable judgment, reviewing medical documentation, accepting or rejecting claims, and conferring with customers.

Key Responsibilities:
  • Answer a high volume of complex inquiries and resolve problems relative to DL and T&R records, including POPS, NMVTIS, CDLIS, SPEXS, and FMCSA regulations.
  • Take appropriate licensing actions based on a review of documentation presented, accept or reject applications, and refer applicants to medical professionals if necessary.
  • Input data into the system for licensing actions, including creating and updating records, and research and resolve complex customer complaints.
  • Attend meetings, review, update, and create reports relating to Medical Review, POPS, NMVTIS, CDLIS, and SPEXS to determine if suspension, revocation, disqualification, and/or cancellation of license is required, as well as verifying if a driver pointer will need to be added, pulled, or deleted.
Requirements:
  • Knowledge of A.R.S. Titles 13, 28, 41, and FMCSA Rules and Regulations.
  • Transportation Laws of Arizona.
  • MVD policies and procedures.
  • NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization.
  • Applicable MVD software, databases, screens, and codes.
  • Google Workspace.
  • Mental and physical conditions, statistical analysis, principles and practices of medical and surgical service, pharmacology, medical terminology, and community health resources.
  • Occupational health and safety regulations, and the Americans with Disabilities Act guidelines.
Preferred Qualifications:
  • Knowledge and/or experience in reviewing, researching, and analyzing MVD reports that pertain to A.R.S Titles 13, 28, 41, and FMCSA.
  • Two years of MVD customer service experience in a regulatory or public service environment, including responding to customers regarding rules, regulations, policies, and procedures.
  • Two years in administrative work.
Benefits:

The Arizona Department of Administration offers a comprehensive benefits package, including sick leave, vacation with 10 paid holidays per year, paid parental leave, health and dental insurance, retirement plan, life insurance, and long-term disability insurance. The department also offers optional employee benefits, such as short-term disability insurance, deferred compensation plans, and supplemental life insurance.

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.



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