CUSTOMER SERVICE REPRESENTATIVE 4

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.

CUSTOMER SERVICE REPRESENTATIVE 4

• Open to current ADOT EMPLOYEES Only*
  
  

Job Location

MOTOR VEHICLE ADMINISTRATION

300 S. EDGEWATER DR.

TUBA CITY, AZ 86045

Posting Details

Salary: $40,207.02

Grade: 17

Closing Date: 01/05/2026

Job Summary

As a subject matter expert (SME) will perform senior level quality assurance and lead the field office in serving customers by processing high volume of transactions with minimal errors; assist in complex customer transactions, inquiries and complaints that require extensive knowledge in field office transactions; provide training on field office transactions for new hires and underperforming staff; support the field office in problem solving efforts; serve as a backup for supervisor or manager when one is not available on customer escalations, subordinate coaching, accounting and overall daily management tasks. May be required to operate a state vehicle.

Job Duties

Process a high volume of field office transactions, including exams and vehicle inspections for customers with minimal errors.

Provide training and assistance for new hires and tenure staff.

Conduct daily huddles and support the office in problem solving efforts to improve the customer experience.

Conduct daily huddles and support the office in problem solving efforts to improve the customer experience.

Knowledge, Skills & Abilities (KSAs)

Knowledge of

• ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles.
• Voter registration, selective service and organ donor registration.
• Public and customer relations.
• Fraudulent document recognition with successful completion of American Association of Motor Vehicle Administrators (AAMVA).
• Fraudulent Document Recognition.
• Arizona Version Level I and Level II.
• Proper incident reporting and investigation procedures.
• Google Workspace.
  
  

Skills in

• Active listening.
• Critical thinking.
• Reading comprehension.
• Oral and written communication.
• Problem resolution techniques, actively looking for ways to help people.
• Data entry, retrieval and analysis skills.
  
  

Ability to

• Proficient in the use of electronic verification systems.
• Fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems.
• Administration of written driver test.
• Manage files and records.
• Designing forms and evaluation of customer satisfaction.
  
  

Selective Preference(s)

Experience as MVD Customer Service Representative.

AAMVA Fraudulent Document Recognition Training.

Completion of MAX Training. Continuous Improvement Training (AMS).

Pre-Employment Requirements

Must possess and maintain a valid Driver's License.

Background and Fingerprint clearance.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: 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

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.