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:

Salary: $18.0807/HR 

Grade: 16

Job Summary:

Under general supervision, provides accurate, courteous and excellent customer service in a timely manner to applicants for motor vehicle titling and registration (T&R), motor vehicle operator licenses, mandatory insurance, etc. 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 e-mail 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 Preferen