Customer Service Representative 1 & 3

This is a CUSTOMER SERVICE position working with the public to provide motor vehicle services including licensing, titling, testing, and permits at a local MVD field office. This position is also responsible for the timeliness and accuracy of work products, security, and validation of documents, and works in coordination with Arizona Revised Statutes and Department of Transportation policies and procedures.

Essential Duties and Responsibilities include but are not limited to:

• Learn to process credentials and title work, which includes examining documents and applications for accuracy, validity, and security required to meet and adhere to ADOT and MVD rules, statutes (ARS Title 28), policies, and procedures.
  
• Learn to answer customer questions and provide CUSTOMER SERVICE for vehicle or credential records through system research, document review, and service history.
  
• Data entry and review are required.
  
• Learn to administer testing including operator knowledge and skills testing.
• Conduct level I vehicle inspections to include VIN validation.
  
• Capture the customer's photo, signature, and application information for credential eligibility/issuance.
  
• Learn to determine, collect, and evaluate fees, and use general accounting procedures to balance accounts.
  
• Secure and protect all personal identity information (PII) and inventory.
  
• Learn to participate in process improvement activities, including the use and application of the Arizona Management System (AMS).
  
• Identify potential gaps in the process recommending solutions to gain efficiencies, reduce cost, and increase CUSTOMER SERVICE.

Knowledge of:
Or the ability to learn ADOT MVD rules, regulations, processes, and procedures. Knowledge of or the ability to execute CUSTOMER SERVICE principles and best practices
Skills in:
Communication both verbal and written with a customer-centric focus.
Typing or keyboarding at a rate capable of keeping pace with expected productivity for CSR.
Ability to:
Adapt and embrace a changing environment, processes, and procedures.
Stand or sit for long periods and work outside when necessary.
Excel in an office environment including operating a PC, proprietary MVD software, and other office equipment.

CSR 1 - Ideal candidates will have some experience in CUSTOMER SERVICE, cash handling, and data entry
CSR 3 - 1-year previous MVD experience in T/R and DL with successful completion of training and adherence to performance standards.

Must have and maintain a valid Arizona driver's license.
If this position requires driving or the use of a vehicle as an essential function of the job, then 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): Driver's License Requirements.

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:
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

Mandatory participation in the Arizona Retirement System (ASRS) is required.

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) 712-7279. 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.