Customer Service Representative 4

The State of Arizona Enterprise Technology (ASET), through the Arizona Department of Transportation's Motor Vehicle Division, supports a safer transportation system and effective motor vehicle services for Arizona. The Customer Service Representative 4 serves as a subject matter expert, handling complex customer-record inquiries, providing technical guidance on driver licensing and title and registration processes, researching issues, and supporting MVD offices and customer associates.

Responsibilities:

• Research and advise on complex items involving customer records from various Internal MVD Business Units; identify issues and desired resolution with screen shots to support. Performing as senior level/lead; assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Return rejected or denied submissions for corrective action
• Research, gather, and assist with complex situations that requires MAX support team member to assist with complex issues of a vehicle or driver record, or assisting with AZ MVD Now setup. Review and assess new process to be documented. Answer complex issues for customer records from various MVD offices; problem solve and support customer associates

Requirements:

• Knowledge of A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration's (FMCSA) Rules and Regulations
• Knowledge of MVD policies and procedures
• Knowledge of National Motor Vehicle Title Information System (NMVTIS), Electronic Lien & Title (ELT), Commercial Driver License Information System (CDLIS), Problem Driver Pointer System (PDPS), State Pointer Exchange System (SPEXS) policies and procedures and MVD organization
• Knowledge of applicable MVD software, databases, screens and codes
• Knowledge of Google Workspace
• Skill in research and investigative skills
• Skill in proficient verbal communication and computer skills
• Skill in reading records and resolving complex issues under stressful conditions with customer records or policy interpretation
• Ability to effectively communicate with internal and external customers on the policies and procedures that pertains to customer records
• Ability to understand and apply A.R.S. Titles 13, 28, 41 and Federal Motor Carrier Safety Administration's Rules and Regulations
• Ability to learn and interpret CDLIS, PDPS, ELT, NMVTIS, SPEXS, policies and procedures and MVD organization
• This position requires driving or the use of a vehicle as an essential function of the job and the following requirements apply
• Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver's license
• Complete all required training, and successfully pass all necessary driver's license record checks
• The license must be current, unexpired, and neither revoked nor suspended
• Employees who drive on state business are subject to driver's license record checks, must maintain acceptable driving records, and must complete all required driver training
• An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance
• Background clearance
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)
• Experienced in research and investigative of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41
• Also FMCSA's Rules and Regulations
• Certified completion of MVD 'Q' Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD