Customer Service Representative 2

Arizona Department of Transportation; Tucson (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Vacation with 10 paid holidays per uer

Health and dental insurance

Life insurance and long-term disabled

Job summary

The Arizona Department of Transportation seeks a customer-service focused employee to interpret motor vehicle rules and assist with size/weight regulations at Ports of Entry and district offices.

This role involves processing permits, handling cash receipts, and coordinating with state and federal agencies; travel may be required, and a background check is required.

Qualifications

• Two or more years administrative and/or operational support experience.
• Must possess and retain a current, valid class-appropriate driver’s license and pass driver’s license checks.
• All newly hired State employees are subject to and must complete E-Verify.

Responsibilities

• Answer inquiries about motor vehicle administrative rules, regulations and policies.
• Resolve customer issues and provide information to other agencies and entities.
• Issue permits, route over-dimensional loads, collect fees and reconcile cash receipts.
• Identify enforcement needs and refer to an officer or supervisor.

Job description

This position will perform a variety of customer service activities at the Arizona Ports of Entry/offices that do not require an AZ P.O.S.T certified peace officer. This position will interpret and communicate the provisions of state and federal motor vehicle codes pertaining to size/weight applicable to Division Port Operations. May screen and weigh or assist with weighing commercial vehicles. Responsible for security of cash receipts, information and a wide variety of accountable forms. Utilizes permit issuance to regulate domestic and foreign-based commercial vehicle traffic entering and exiting the state. Overnight travel may be required. Background check is required.

Job Duties:

Answer various inquiries pertaining to motor vehicle administrative rules, regulations, federal and state statutes, policies and procedures. Resolves customer issues, problems and/or concerns. Provides information to representatives of other states motor carrier entities, transportation personnel, law enforcement agencies, T&R offices and other governmental entities. transportation personnel, law enforcement agencies, T&R offices and other governmental entities.

Performs duties which involve continual public contact. Provides motor carrier customer contact, follow-up and information referral service relative to the ECD Enforcement programs.

Issues applicable permits, routes over-dimensional loads and collects appropriate fees and taxes. Reconciles cash receipts and prepares daily deposits. Must Identify when enforcement actions is required and refer the problem to an enforcement officer or supervisor. Examines motor carrier vehicle registrations and related documents to determine authenticity.

Knowledge of:

• Police Department functions, organization, mission, procedures, objectives, policies, rules and regulations particularly those applicable to law enforcement.
• Practices of computer applications and software; of Spillman Cad RMS, Query Analyzer, Livescan, and Armani;.
• Federal OSHA, State and County regulations and policies regarding safe work practices.
• Commercial Vehicle Safety Alliance (CVSA) laws, Arizona Police Officer Standards and Training (AZ Post Rules), EPro/Transport, the Arizona Management System and all ADOT software used in Enforcement Services Bureau (ESB).

Skill in/with:

• Maintain working relationships with other agency divisions, the public, employees and contractors.
• Strong math, critical thinking, research and complex analysis.
• Problem solving and conflict resolution, interpersonal and employee relations.
• Multi-tasking and time management of multiple and sometimes competing priorities and deadlines.
• Decision making; oral and written communication in the preparation of clear concise reports, correspondence and powerpoint presentations.

Ability to:

• Read, comprehend, and interpret detailed, complex written material.
• Conduct research and compile findings; to handle a variety of complex, sensitive and confidential materials simultaneously.
• Prioritize work assignments and meet deadlines, resolve issues; be tactful but diplomatic.
• Remain professional under stress.
• Work independently without supervision; interact tactfully, persuasively and effectively, demonstrating sensitivity in dealing with individuals from diverse backgrounds.
• Work cooperatively as part of a team and remain calm and focused and adapt quickly to changing priorities.
• Handle face to face contact with challenging customers.

Selective Preference(s):

Two or more years administrative and/or operational support experience.

Pre-Employment Requirements:

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).

The Arizona Department of Administration offers a comprehensive benefits package to include:

• 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
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave 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:

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [e-mail] or phone call at [phone] 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 [phone] 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.