Customer Service Representative 4 Mvd Support Svcs

DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 4
MVD SUPPORT SERVICES

** Open to CURRENT ADOT EMPLOYEES Only! **

Job Location:

Address: 1801 W JEFFERSON ST
City: PHOENIX

Posting Details:

Salary: $19.3303 / HR 

Grade: 17

Job Summary:

This position is considered a subject matter expert (SME) handling a high volume of complex calls and correspondence from MVD Field Offices, Court personnel, Law Enforcement, and other government entities in and out of the state of Arizona; responsible for providing highly technical and specialized instruction in the driver license (DL) and title and registration (T&R) processes and procedures on complex cases, including the Problem Driver Pointer System (POPS), National Motor Vehicle Title Information System (NMVTIS), Commercial Driver License Information System (CDLIS) and the State Pointer Exchange System (SPEXS), Federal Motor Carrier Safety Administration (FMCSA); and carrying out tasks that require considerable judgment. Reviews medical documentation, accepting or rejecting claims utilizing medical knowledge and professional input; confers with customers, performs senior-level activities by providing specialized instruction and guidance to applicants requiring further driving, medical, or psychological tests to conclude eligibility for commercial and/or class D driver licenses. Exercises discretion to determine eligibility for Intrastate Waivers for commercial licenses. Makes decisions from federal and state laws, rules, and regulations.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

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 on a review of the documentation presented. Accept or reject applications, and refer applicants 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. Processing and updating driver records from court abstracts and citations. Provide information and training to fellow staff members.

This position will require travel based on business needs. 

Knowledge, Skills & Abilities (KSAs):
Knowledge of:

• A.R.S. Titles 13, 28, 41 and the FMCSA Rules and Regulations.
• Transportation Laws of Arizona.
• MVD policies and procedures.
• NMVTIS, CDLIS, PDPS, SPEXS, and MVD organization.
• Applicable MVD software, databases, screens, and codes.
• Google Workspace
• Mental and physical conditions, statistical analysis, principles and practices of medical and surgical service, pharmacology, medical terminology, and community health resources.
• Occupational health and safety regulations, and the Americans with Disabilities Act guidelines
  
  Skills in:
• Research, investigative and interviewing.
• Proficient in verbal and written communication and computer.
• Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation
• Professional and interpersonal relations.
• Interacting with and assisting customers.
• Active listening.
• 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.
  
• Learn and interpret CDLIS, PDPS, NMVTIS, SPEXS, policies and procedures, and MVD organization.
  Effectively communicate with internal and external customers on the policies and procedures that pertain to customer records.
• Determine the propriety of medical and surgical services, interpreting pharmacology and medical terminologies and identifying community health resources.
• Assess mental and physical conditions to ascertain the ability to operate a motor vehicle.
  

Selective Preference(s):

Knowledge and/or experience in reviewing, researching, and analyzing MVD reports that pertain to 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.

Pre-Employment Requirements:

Must have and maintain a valid driver's license.

If this position requires driving or the use of a vehicle as an essential function of the job, then 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). Driver’s License Requirements.

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us:

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) 712-7279. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

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