DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 1, 2, & 3

Job Location:

Address:  1801 W. Jefferson
Phoenix, AZ 85007

The reporting location for this position is 1801 W. Jefferson Phoenix, AZ 85007. However, this is a statewide position that is eligible to work from their nearest MVD Office.

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

• Answer, screen, and transfer inbound calls and emails; general administrative duties, scan, mail; retrieve documents from the filing system; handle requests for information and data; prepare written responses to routine inquiries; prepare and modify documents including correspondence, drafts, memos, and emails; record, compile, transcribe and distribute minutes of meetings; open, sort and distribute incoming correspondence.
• Respond by telephone/email to inquiries/concerns from government agencies, private entities, and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status.
• Examine and evaluate documentation received such as court documents, contracts, MVD records, correspondence, applications, and forms for completeness and accuracy. Create electronic records, utilizing applicable databases and computer applications.
• 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

• Review, approve, or deny electronic applications and supporting documents. Ensure all documentation is in compliance with A.R.S., A.A.C., and MVD policy; retrieve documents from the filing system; handle requests for information and data; resolve administrative problems and inquiries; prepare written responses to routine inquiries; prepare and modify documents including correspondence, reports, drafts, memos, and emails; prepare agendas for meetings and prepare schedules; record, compile, transcribe and distribute minutes of meetings.
• Respond by telephone/email to inquiries/concerns from government agencies, private entities, and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status.
• Examine and evaluate documentation received such as court documents, contracts, MVD records, correspondence, applications, and forms for completeness and accuracy. Create electronic records, utilizing applicable databases and computer applications.
• 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

• Review, approve, or deny electronic applications