CUSTOMER SERVICE REPRESENTATIVE 1 & 3

Summary: The State of Arizona Enterprise Technology (ASET) is seeking Customer Service Representatives to provide motor vehicle services at local MVD field offices. The role involves processing credentials, answering customer inquiries, administering testing, and ensuring compliance with ADOT and MVD regulations. Responsibilities: - Learn to process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures - Learn to answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required - Learn to administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance - Learn to determine, collect, and evaluate fees, use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory - Learn and participate in process improvement activities, including the use and application of process improvement. Identify potential gaps in processes recommending solutions to gain efficiencies, reduce cost, and increase customer service - Process credentials and title work which include examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures - Answer customer questions and provide customer service for vehicle or credential records through system research, document review and service history. Data entry and review is required - Administer testing including operator knowledge and skills testing. Conduct level 1 vehicle inspections to include VIN validation. Capture customers' photo, signature, and application information for credential eligibility/issuance - Determine, collect, and evaluate fees & use general accounting procedures to balance accounts. Secure and protect all personal identity information (PII) and inventory - Participate in process improvement activities. Identify potential gaps in processes and recommend solutions to gain efficiencies, reduce cost, and increase customer service Required Qualifications: - Must possess and maintain a valid driver's license - Background check and fingerprinting are required - 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 - All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) - The knowledge or ability to learn ADOT / MVD rules, regulations, processes, and procedures - The ability to execute customer service principles and best practices - Verbal and written communication with a customer centric focus - Typing or using a keyboard at a rate capable of keeping pace with expected productivity - Adapt to and embrace a changing environment - Adapt to and embrace changes to processes and procedures - Stand or sit for long periods and work outside when necessary - Excel in an office environment - Operate a PC/computer - Operate proprietary MVD software and other office equipment Preferred Qualifications: - CSR 1 - Entry level training position, requires no experience - CSR 3 - One year previous MVD experience in title & registration and/or driver's licenses OR upon successful completion of training and adherence to performance standards (typically within 6 months) Required Skills: ADOT/MVD regulations, Customer service principles Important Skills: Data entry, PC operation, MVD software, Process improvement Nice-to-Have Skills: Typing skills, Verbal communication, Written communication, Adaptability Benefits: Sick leave, Vacation with 10 paid holidays per year, Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)., Health and dental insurance, Retirement plan, Life insurance and long-term disability insurance, Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance