Job Duties:
Essential Duties and Responsibilities include but are not limited to:
Provides support, guidance for the most complex customer inquiries and issues that may include specialized instruction, training/certification in specialized areas of expertise.
Identify issues and the desired resolution with support screenshots.
May train lower level staff, manage workflow within the unit, evaluating and recommending changes to work processes and procedures.
May serve as a backup Lead. Manages high volume calls and various outlets of communication.
Exercises discretion to research, verify, interpret, update and apply specialized knowledge of the Problem Driver Pointer System (PDPS), National Motor Vehicle Title Information System (NMVTIS), Electronic Lien Title (ETL), Commercial Driver License Information System (CDLIS) and the State Pointer Exchange System (SPEXS), FMCSA, Medical Certification to resolve issues presented with the Driver License and Title and Registration Service or Record.
Review PDPS, NMVTIS, CDLIS, ELT and SPEXS error and batch reports retrieved from the internal MAX system as well as from AAMVA to determine if suspension, revocation, disqualification and/or cancellation of license are 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.
Knowledge, Skills & Abilities (KSAs):
Knowledge of/in-
A.R.S. Title 13, 28, 41 and the Federal Motor Carrier Safety Administration’s Rules and Regulations, of MVD policies and procedures.
NMVTIS, ELT, CDLIS, PDPS, SPEXS, FMCSA, Medical Certifications policies and procedures and MVD organization.
Applicable MVD software, databases, screens and codes.
Skills in-
Customer and Personal Service – assess customers’ needs, meeting quality standards for service and evaluation of customer satisfaction.
Active listening – full attention, understanding the points being made, asking questions as appropriate, not interrupting at inappropriate times. Critical Thinking – Using logic and reason to identify alternative solutions or approaches to problems.
Ability to/in-
Comprehend and apply applicable program rules, policies and procedures, systems, and relevant statutes.
Reading comprehension – Understanding written sentences and paragraphs in work related documents.
Speaking – Convey information effectively.
Problem Solve – keep record of interactions, details of inquiry and actions taken.
Selective Preference(s):
The ideal candidate for this position will have:
Experience in research and investigation, of analyzing Motor Vehicle Records (MVR) that pertain to A.R.S. Titles 13, 28, and 41. Also FMCSA’s Rules and Regulations. Certified completion of MVD ‘Q’ Series classes, Authorized Presence class, any other internal customer service and general knowledge classes presented by MVD
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 and PART 2 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). 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.
Benefits:
The Arizona Department of Administration offers a comprehensive benefits package to include:
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 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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