State of Arizona Enterprise Technology (ASET) ยท 6 hours ago
CUSTOMER SERVICE REPRESENTATIVE 4
Phoenix, AZ
Full-time
Hybrid
Mid, Senior Level
$40K/yr - $40K/yr
2+ years expState of Arizona Enterprise Technology (ASET) is seeking a Customer Service Representative 4 to join their innovative team at the Department of Transportation. This role involves handling complex inquiries and providing specialized instruction regarding driver license and title registration processes.
Information Technology & Services
No H1B
Responsibilities
As the SME, answer a high volume of complex inquiries; review, research, advise, interpret, update, consult, collaborate, counsel, guide and resolve problems relative to DL and T&R records, including the POPS, NMVTIS, CDLIS, SPEXS, and the FMCSA regulations for medical documentation to determine compliance, and eligibility for Intrastate Waivers for commercial drivers
Take appropriate licensing actions based upon review of documentation presented
Accept or reject applications, and refer applicant to medical professionals if necessary
Refer to federal and state laws, rules and regulations when determining eligibility
Provide specialized requirement instructions to applicants
Input data into the system for licensing actions; this includes creating and updating records
Research and resolve complex customer complaints
Attend meetings, review, update and create reports relating to Medical Review, POPS, NMVTIS, CDLIS, and SPEXS to determine if suspension, revocation, disqualification and/or cancellation of license is 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
Qualification
Required
Valid driver's license
Knowledge of A.R.S. Titles 13, 28, 41 and the FMCSA Rules and Regulations
Knowledge of Transportation Laws of Arizona
Knowledge of MVD policies and procedures
Knowledge of NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization
Knowledge of applicable MVD software, databases, screens and codes
Knowledge of Google Workspace
Knowledge of mental and physical conditions, statistical analysis, principles and practices of medical and surgical service, pharmacology, medical terminology, and community health resources
Knowledge of occupational health and safety regulations, and the Americans with Disabilities Act guidelines
Skills in research, investigative and interviewing
Proficient in verbal and written communication
Ability to read records and resolve complex issues under stressful conditions with customer records or policy interpretation
Ability to maintain professional and interpersonal relations
Ability to interact with and assist customers
Active listening skills
Analytical skills to resolve problems that may arise
Ability to understand and apply A.R.S. Titles 13, 28, 41 and FMCSA Rules and Regulations
Ability to learn and interpret CDLIS, PDPS, NMVTIS, SPEXS, policies and procedures and MVD organization
Ability to effectively communicate with internal and external customers on the policies and procedure that pertains to customer records
Ability to determine propriety of medical and surgical services, interpreting pharmacology and medical terminologies and identifying community health resources
Ability to assess mental and physical conditions to ascertain the ability to operate a motor vehicle
Preferred
Knowledge and/or experience on reviewing, research and analyze MVD reports that pertain A.R.S Titles 13, 28, 41 and FMCSA
Two years of MVD customer service experience in a regulatory or public service environment which includes responding to customers regarding rules, regulations, policies and procedures
Two years in administrative work
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
Company
State of Arizona Enterprise Technology (ASET)
The Arizona Strategic Enterprise Technology (ASET) Office develops and executes the statewide information technology strategy, while also providing capabilities, services, and infrastructure to ensure the continuity of mission-critical and essential systems.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase