DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 4
**Open to CURRENT ADOT EMPLOYEES Only**

Job Location:

MVD Support Services
Address: 1801 W Jefferson St
City: Phoenix

Posting Details:

Salary: $40,207.02 

Grade: 17

Job Summary:

Oversees the MVD Support Services Unit day to day operations of our 3 main processes including multiple tasks and knowledge of specialized systems integrated with MAX such as Problem Driver Pointer System (PDPS), National Motor Vehicle Title Information System (NMVTIS), State Pointer Exchange System (SPEXS) and Commercial Driver License Information System (CDLIS). Sustain business relationships with MVD personnel and business stakeholders to implement and test new legislation changes. Research, advise, interpret, consult, collaborate and coach to problem solve discrepancies with programmers and other states. Oversee and disseminate daily CDL reports received from MAX and AAMVA notifications to
ensure complete timely resolution. Assist the team with escalated calls to resolve concerns with driver and vehicle records that derive from a variety of customer communication. Has authority to stand in for the supervisor and manager in their absence. May be required to travel to include overnight stay.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Research, verify, advise, interpret, support to problem solve escalated discrepancies for all MVD offices, court personnel, law enforcement and nationwide governmental agencies. Resolve suspension, revocations and compliance issues affecting the customer MVR. Apply AMS methodology to coach and support the team in problem solving efforts for escalated issues.

Identify and take appropriate actions to make corrections to the CDLIS, PDPS and NMVTIS systems. Consultwith programmers and other state jurisdictions as needed to resolve issues identified. Review and update AAMVA ACD Codes corresponding to A.R.S. Title 28.

Review PDPS, NMVTIS, CDLIS, and SPEXS error and batch reports retrieved from the internal MAX system as well as from AAMVA to determine if suspension, revocation, disqualification and/or cancellation of license are required as well as verifying if a driver pointer will need to be added, pulled or deleted. Work with other state jurisdictions to resolve all driver pointer issues.

Process and update driver records from court abstracts and citations.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
* A.R.S. Title 13, 28, 41 and the FMCSA Rules and Regulations.
* MVD policies and procedures.
* NMVTIS, CDLIS, PDPS, SPEXS, FMCSA, Medical Certifications policies and procedures and MVD organization
* Applicable MVD software, databases, screens and codes.
* Google Workspace.

Skills in:
* Customer and personal service - assess customers' needs, meeting quality standards for service and evaluation of
customer satisfaction.
* Active listening - full attention, understanding the points being made, asking questions as appropriate, not interrupting at inappropriate times.
* Critical thinking and decision making - using logic and reason to identify alternative solutions or approaches to
problems.

Ability to:
* Ability to comprehend and apply applicable program rules, policies and procedures, systems, and relevant statutes.
* Reading comprehension - to understand written sentences and paragraphs in work related documents.
* Convey information effectively.
* Problem solve - to keep record of interactions, details of inquiry and actions taken.
* Align employees with company values and goals.

Selective Preference(s):

Experienced in research and investigative, of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Title 13, 28, and 41.
FMCSA's Rules and Regulations; certified completion of MVD