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Customer Service Representative πŸ”₯


As a CSR3 of the Abandoned Vehicles Unit the responsibilities of this job are to provide courteous, accurate and timely service to motor vehicle owners of the State of Arizona through the interpretation of and by ensuring compliance with statutes, rules, regulations, policy and procedures pertaining to abandoned vehicles and title and registration within the State of Arizona.
This person will Interpret and communicate ARS; provide expert support for internal problems or concerns of a technical nature, by accurately creating and updating vehicle and customer records. Must effectively communicate with other offices and agencies as it relates to retrieving historical records and imaging documents; review, interpret and analyze responses received from out of state inquiries. The position will also assist other offices and agencies with the research and retrieval of Abandoned Vehicle Files for investigative purposes and research inquiries, problems and errors, as well as escalated customer complaints/inquiries involving complex issues, in which the customer can be irate or hostile while ensuring that all security measures are adhered to as it relates to the dissemination of the information received.


The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, 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:

Essential Duties and Responsibilities include but are not limited to:


  • Examine and evaluate applications submitted via Service Arizona, court documents and contracts for completeness and compliance with ARS Title 28, rules, regulations, policy and procedures.
  • Process walk-in and mailed-in Report of Abandoned Vehicle.
  • Approve or reject documents submitted for issuance of ownership with a verbal, written and electronic response.
  • Verify, update, create and modify MVR and abandoned vehicle applicant information utilizing various databases.
  • Perform system inquiries for owner information and identify stolen vehicles and confer with ECD, Law Enforcement, National Insurance Crime Bureau, OCRA to verify a vehicles identity or determine if vehicle or vehicle part is stolen and provide assistance to these agencies to determine action to take.
  • Provide customer service via telephone.
  • Research and interpret MVD policy and procedures, ARS and regulations when resolving problems, complaints/inquiries involving complex issues, questions and complaints by various entities.
  • Analyze complex technical data and documentation pertaining to title and registration, abandoned vehicles, mobile homes and drivers license.
  • Examine various historical records to determine action to be taken and make appropriate decisions; occasionally confer with lead examiner or unit manager, presenting resolution for difficult problems or questions.
  • Perform multi-functional tasks in response to customer inquiries and complaints, and assist other offices/areas with customer complaints, investigations and inquiries.
  • Collect, validate, record and reconcile the appropriate fees.
  • Utilize a personal computer to reconcile daily fees accepted.
  • Prepare weekly production reports to create monthly reports for the supervisor/managers.
Knowledge, Skills & Abilities (KSAs):

Knowledge in:

  • ARS Title 28, training manual, cash drawer manual, desk procedures, reciprocity laws (with other states), federal law (where it supersedes state law), National Criminal Investigation Center Book, Lee Cole Reference VIN Reference Book.
  • Principles of conflict resolution and problem solving

Skills in:

  • Interpreting relevant motor vehicle laws, rules and regulations; in retrieving, analyzing and inputting data via computer terminal; in properly applying laws, rules, regulations, policies, and procedures; to elicit factual information and draw valid conclusions; public and customer relations skills, oral and written communication and interpersonal relations skills; problem resolution skills; math skills; analyze and
    interpret out of state inquiries.

Ability to:

  • Operate IBM compatible PC linked to mainframe, fax machine, calculator, Armani cash drawer software, check endorser, mail opener, validator and time stamp.
  • Requires the ability to sit for long periods of time.
  • May require the ability to undergo and successfully pass a Background Check.
Selective Preference(s):

Preferred Requirements:
1 year experience in multi-functional, customer service oriented regulatory or public service environments; any combination of training and experience that meet the KSAs may substitute. The KSAs are typically acquired through a combination of experience, MVD provided hands-on and classroom training.


Pre-Employment Requirements:

This position requires possession of a valid Arizona Class D Driver License. Candidates for this position must complete and sign PART 1 of the State of Arizona Application for Employment at the time of interview, which will allow ADOT to obtain the candidate's motor vehicle record (MVR). If selected for further review PART 2 of the State of Arizona Application for Employment will be provided allowing a reference/ background review. The most recent 39-month period shown on the MVR will be reviewed in accordance with A.A.C. R2-10-207.11 (H) and (I). The review must show an acceptable driving record prior to any offer of employment being made by ADOT. Employment is contingent upon an acceptable MVR and reference check.

Benefits: The Arizona Department of Administration offers a comprehensive benefits package to include:
  • Sick leave
  • Vacation with 10 paid holidays per year
  • 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.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Participation in the Arizona State Retirement System (ASRS) is mandatory

Contact Us:

Arizona State Government is an EOE/ADA 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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