DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

CUSTOMER SERVICE REPRESENTATIVE 3

Job Location:

Address: 4005 N. 51st Ave.
City: Phoenix

Posting Details:

Anticipated Salary: $18.0807 /HR

Grade: 16

Job Summary:

Under general supervision, provides accurate, courteous, and excellent customer service in a timely manner while assuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies, and procedures; responds to inquiries from the general public on issues related to driver license, T&R and mandatory insurance, etc., examines documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolves problems and questions presented by agency staff both internal and external; operates a computer for data storage and retrieval, balance drawer nightly; confers with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions. All other duties assigned.

Job Duties:

• Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and email application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information.
  
  
• Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.
  
  
• Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service.
  
  
• Disseminate driver license testing information and provide verbal instructions to the general public on taking the sample test with test outcome; provide customer service related to Statutory guidelines for Motorcycle skill testing, vision tests, and road tests.
  
  
• Determine/collect/validate & reconcile applicable fees; write receipts for payments/deposits; assure security and valid reconciliations of collected revenue; produce bank deposits, ensure compliance with prescribed accounting standards. Conduct vehicle inspections, determine compliance & proper identity of vehicle, identify possible stolen vehicles using various databases.
  
  
• Participate and conduct on the job training for new hires; prepare production reports and correspondence; accumulate data and report statistics on various work activities completed in a workday to be incorporated in management reports. Confer with upper management on problem transactions, assuring fully apprised of unusual transactions and/or daily operations.

Knowledge, Skills & Abilities (KSAs):

Knowledge in:

* Knowledge of ARS Title 28 and 41.
* MVD Operational policies and procedures; Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
* Applicable MVD software, databases, screens and codes.
* Public relations, office practices, problem resolution techniques.
* Practices for control and security of equipment, facilities, cash, forms and records.
* Computer use to reference policies and memos and assist customers using MVD web-based programs and applications.
* Google workspace.

Skill in:

* Proficient skills in verbal and written communication and computer skills.
* In reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
* In correctly interpreting and applying rules, policies and procedures.

Ability in:

* Ability to communicate effectively in providing an appropriate level and extent of required information.
* To handle high volume calls.
* To operate computer, copier, credit card machine and telephone systems.

Selective Preference(s):