Customer Service Representative 4

Under minimal supervision, perform senior level or lead CUSTOMER SERVICE activities in field office; managing the most complex CUSTOMER SERVICE complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise; train lower-level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as backup for supervisor.

Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.
Examine, approve, reject, or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.
Query, update, and/or create records on various databases; examine operator/CDL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.
Research/analyze problem applications/cases; determine steps necessary to achieve eligibility, compliance, and conformance; respond to all inquiries; explain compliance requirements and penalties for non-compliance; assure positive, courteous, considerate, professional, and expeditious public service.
Review and assess Operator/CDL license application eligibility. Determine the applicant's adherence to the applicable portion of the ARS, provisions of the Motor Vehicle Code, administrative regulations, policies and procedures. Determine, collect, validate, and reconcile applicable fees to include bonded title and penalties.
Assure security and valid reconciliation of cash drawer and collected revenue; order driver's license consumables, and office supplies, and maintain inventory of accountable and non-accountable forms; produce bank deposits; audit and quality check documentation, assist supervisor overseeing daily operations, opening and closing of facility.
Conduct vehicle inspections, determine compliance and conformance with ARS Title 28 and MVD Statutes, determine the proper identity of the vehicle, identify possible stolen vehicles; administer and evaluate written, oral, or vision tests; conduct road and motorcycle driving skill tests.
Conduct training, produce special reports and correspondence; accumulate data or statistics on various work activities completed in a workday to be incorporated into management reports. Confer with management on problem transactions, assuring fully apprised of unusual transactions; assist in scheduling classes and OJT.

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.
Fraudulent document recognition, 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 Training, Arizona Version/Level I and Level II.
Proper incident reporting and investigation procedures.
Google Workspace.
Skill 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 in:
Proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests.
Manage files and records.
Designing forms and evaluation of customer satisfaction.

Experience as MVD Customer Service Representative.
AAMVA Fraudulent Document Recognition Training.

Completion of Q-Series Training (Q-1 through Q-4) and MAX.

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).
All newly hired State employees are subject to and must complete the Electronic Employment Eligibility Verification Program (E-Verify).

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).

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

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.