CUSTOMER SERVICE REPRESENTATIVE 4 LEAD
State of Arizona
Date: 21 hours ago
City: Surprise, AZ
Contract type: Full time
DEPT OF TRANSPORTATION
Driving the future of transportation with a diverse and innovative team!
CUSTOMER SERVICE REPRESENTATIVE 4 LEAD
Address: 13009 W BELL RD
City: SURPRISE
Posting Details
Salary: $40,207.02
Grade: 17
Job Summary
Under minimal supervision, perform senior level or lead customer service activities in field office; manage the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as backup for the supervisor.
Job Duties
Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.
Examine, approve, reject, or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.
Query, update, and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.
Research/analyze problem applications/cases; determine steps necessary to achieve eligibility, compliance, and conformance; respond to all inquiries; explain compliance requirements and penalties for non-compliance; assure positive, courteous, considerate, professional, and expeditious public service.
Review and assess Operator/COL license application eligibility. Determine the applicant's adherence to the applicable portion of the ARS, provisions of the Motor Vehicle Code, administrative regulations, policies and procedures. Determine, collect, validate, and reconcile applicable fees to include bonded title and penalties.
Assure security and valid reconciliation of cash drawer and collected revenue; order driver's license consumables, and office supplies, and maintain inventory of accountable and non-accountable forms; produce bank deposits; audit and quality check documentation; assist supervisor overseeing daily operations, opening and closing of facility.
Conduct vehicle inspections, determine compliance and conformance with ARS Title 28 and MVD Statutes, determine the proper identity of the vehicle, identify possible stolen vehicles; administer and evaluate written, oral, or vision tests; conduct road and motorcycle driving skill tests.
Conduct training, produce special reports and correspondence; accumulate data or statistics on various work activities completed in a workday to be incorporated into management reports. Confer with management on problem transactions, assuring fully apprised of unusual transactions; assist in scheduling classes and OJT.
Knowledge Of
Knowledge, Skills & Abilities (KSAs):
ARS Title 28 provisions and related directives, rules, regulations, policies, and procedures about licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service, and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level 11; proper incident reporting and investigation procedures.
Skills In
Active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people; data entry, retrieval, and analysis skills.
Ability To
Proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests; manage files and records, designing forms, and evaluation of customer satisfaction.
Selective Preference(s)
Experience as an MVD Customer Service Representative.
AAMVA Fraudulent Document Recognition Training.
Completion of MAX training.
Pre-Employment Requirements
Must have and maintain a valid Arizona driver's license. Fingerprint clearance.
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 (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits
The Arizona Department of Administration offers a comprehensive benefits package to include:
Retirement
Mandatory participation in the Arizona Retirement System (ASRS) is required.
Contact Us
For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [email protected] or phone call at (602) 712-8188 option 2.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.
Driving the future of transportation with a diverse and innovative team!
CUSTOMER SERVICE REPRESENTATIVE 4 LEAD
- Open to CURRENT ADOT EMPLOYEES Only!***
Address: 13009 W BELL RD
City: SURPRISE
Posting Details
Salary: $40,207.02
Grade: 17
Job Summary
Under minimal supervision, perform senior level or lead customer service activities in field office; manage the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as backup for the supervisor.
Job Duties
Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.
Examine, approve, reject, or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.
Query, update, and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.
Research/analyze problem applications/cases; determine steps necessary to achieve eligibility, compliance, and conformance; respond to all inquiries; explain compliance requirements and penalties for non-compliance; assure positive, courteous, considerate, professional, and expeditious public service.
Review and assess Operator/COL license application eligibility. Determine the applicant's adherence to the applicable portion of the ARS, provisions of the Motor Vehicle Code, administrative regulations, policies and procedures. Determine, collect, validate, and reconcile applicable fees to include bonded title and penalties.
Assure security and valid reconciliation of cash drawer and collected revenue; order driver's license consumables, and office supplies, and maintain inventory of accountable and non-accountable forms; produce bank deposits; audit and quality check documentation; assist supervisor overseeing daily operations, opening and closing of facility.
Conduct vehicle inspections, determine compliance and conformance with ARS Title 28 and MVD Statutes, determine the proper identity of the vehicle, identify possible stolen vehicles; administer and evaluate written, oral, or vision tests; conduct road and motorcycle driving skill tests.
Conduct training, produce special reports and correspondence; accumulate data or statistics on various work activities completed in a workday to be incorporated into management reports. Confer with management on problem transactions, assuring fully apprised of unusual transactions; assist in scheduling classes and OJT.
Knowledge Of
Knowledge, Skills & Abilities (KSAs):
ARS Title 28 provisions and related directives, rules, regulations, policies, and procedures about licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service, and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level 11; proper incident reporting and investigation procedures.
Skills In
Active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people; data entry, retrieval, and analysis skills.
Ability To
Proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests; manage files and records, designing forms, and evaluation of customer satisfaction.
Selective Preference(s)
Experience as an MVD Customer Service Representative.
AAMVA Fraudulent Document Recognition Training.
Completion of MAX training.
Pre-Employment Requirements
Must have and maintain a valid Arizona driver's license. Fingerprint clearance.
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 (see Arizona Administrative Code (A.A.C.) R2-10-207.11).
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits
The Arizona Department of Administration offers a comprehensive benefits package to include:
- 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
Retirement
Mandatory participation in the Arizona Retirement System (ASRS) is required.
Contact Us
For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [email protected] or phone call at (602) 712-8188 option 2.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Full-Time Sales Lead - Famous Footwear
Famous Footwear,
Surprise, AZ
3 days ago
As aFamous Footwear Sales Lead, you are passionate about providing the best shoe store experience for every customer. You do this by creating a welcoming environment and in-store culture where customers say, “I’ll take it” and areloyal to your store, our brands, and our company. You love to take on additional responsibilities and take pride in your execution. You are...
General Manager - Operating Partner
Cafe Zupas,
Surprise, AZ
1 week ago
General Manager - Yearly European Trip & No Sundays - $70 – $125k per yearYearly Trip to Europe for 2 people (extra week of PTO)No Sundays, Early Mornings, or Late Nights$25k Average Bonus Plan & 401KThe Trip of a Lifetime every year ---Sound too good to be true? We just returned from a trip to Africa for a 5-star Safari...
Registered Nurse (RN)
FullShift Staffing, LLC,
Surprise, AZ
$50
-
$55
per hour
3 weeks ago
JOIN OUR FULLSHIFT STAFFING TEAM!!! LOCAL CONTRACTS AVAILABLE FOR ACUTE REHAB FACILITY in Peoria, AZ! NIGHT SHIFTS! 6p-6:30aResponsibilities of the Registered Nurse include but are not limited to:Ensures proper resident care is maintained in a clean and safe environment.Develop and ensure the nursing care plan and collaborate with physicians, therapists, and nursing assistantsMakes nursing diagnoses, which serve as the basis...
