Apply on Employer Site

State of Arizona · 7 hours ago

CUSTOMER SERVICE REPRESENTATIVE 4

Phoenix, AZ

Full-time

Hybrid

Mid, Senior Level

$40K/yr - $40K/yr

2+ years exp

The State of Arizona's Department of Transportation is seeking a Customer Service Representative 4 to join their innovative team. This role involves handling complex inquiries and providing specialized instructions related to driver licensing and registration processes while ensuring compliance with federal and state regulations.

GovernmentOffice AdministrationPublic Relations

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

A.R.S. TitlesFMCSA RegulationsMVD policiesProceduresProficient in Google WorkspaceResearchInvestigative skillsAnalytical skillsInterpersonal relationsVerbal communicationWritten communicationActive listening

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

Skills in proficient verbal and written communication

Skills in reading records and resolving complex issues under stressful conditions with customer records or policy interpretation

Skills in professional and interpersonal relations

Skills in interacting with and assisting customers

Skills in active listening

Skills in 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