CUSTOMER SERVICE REPRESENTATIVE 3

Dept Of Transportation

Driving The Future Of Transportation With A Diverse And Innovative Team!

Customer Service Representative 3

Job Location:

Motor Vehicle Administration - Communications1360 S. Stocker Dr.Tucson, Az 85710

Posting Details:

Salary: $18.0807/Hr

Grade: 16

Closing Date: 09/22/25 11:55p

Job Summary:

Under general supervision, provides accurate, courteous, and excellent customer service in a timely manner while assuring conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies, and procedures; responds to inquiries from the general public on issues related to driver license, T&R and mandatory insurance, etc., examines documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials; verify and interpret motor vehicle records, examine legal documents, and provide accurate information, both written and verbal. Resolves problems and questions presented by agency staff both internal and external; operates a computer for data storage and retrieval, balance drawer nightly; confers with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions. All other duties assigned.

Job Duties:

Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and email application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information.

Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights.

Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service.

Disseminate driver license testing information and provide verbal instructions to the general public on taking the sample test with test outcome; provide customer service related to Statutory guidelines for Motorcycle skill testing, vision tests, and road tests.

Determine/collect/validate & reconcile applicable fees; write receipts for payments/deposits; assure security and valid reconciliations of collected revenue; produce bank deposits, ensure compliance with prescribed accounting standards. Conduct vehicle inspections, determine compliance & proper identity of vehicle, identify possible stolen vehicles using various databases.

Participate and conduct on the job training for new hires; prepare production reports and correspondence; accumulate data and report statistics on various work activities completed in a workday to be incorporated in management reports. Confer with upper management on problem transactions, assuring fully apprised of unusual transactions and/or daily operations.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• ARS Title 28 and 41.
• MVD Operational policies and procedures; Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
• Applicable MVD software, databases, screens and codes.
• Public relations, office practices, problem resolution techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Computer use to reference policies and memos and assist customers using MVD web-based programs and applications.
• Google workspace.

Skills in:
• Proficient skills in verbal and written communication and computer skills.
• In reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• Correctly interpreting and applying rules, policies and procedures.

Ability to:
• Communicate effectively in providing an appropriate level and extent of required information.
• To handle high volume calls.
• To operate computer, copier, credit card machine and telephone systems.

Selective Preference(s):

Two years' experience in a customer service environment.

Pre-Employment Requirements:

Background check and fingerprinting are required.

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

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:

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 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 (602) 712-8188 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.