CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3

Arizona Department of Administration • Phoenix, AZ

1d • $16 - $18 • Onsite

About The Position

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CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3

Job Location:

THIRD PARTY ADMINISTRATION

ADDRESS: 1801 W JEFFERSON ST

PHOENIX, AZ 85007

Posting Details:

SALARY: $16.0424 - $18.0807

GRADE: 13-16

CLOSING DATE: 03/26/2026

Job Summary:

Customer Service Representative 1:
Performs entry level customer service activities; compiling information;
preparing reports; analyzing policy and procedures; interpretation of
organizational rules; problem resolution; providing guidance and assistance to
providers and end users; assists with coordination of functional operations for
various units/programs.

Customer Service Representative 2:
Performs intermediate level customer service activities; compiling information;
preparing reports; analyzing policy and procedures; interpretation of
organizational rules; problem resolution; providing guidance and assistance to
providers and end users; assists with coordination of functional operations for
various units/programs.

Customer Service Representative 3:
Performs upper level customer service activities; compiling information;
preparing reports; analyzing policy and procedures; interpretation of
organizational rules; problem resolution; providing guidance and assistance to
providers and end users; assists with coordination of functional operations for
various units/programs. May perform in a lead capacity.

Requirements

• Or the ability to learn ADOT and MVD rules, regulations, processes, and procedures, Knowledge of or the ability to execute customer service principles and best practices.
• Or the ability to learn and understand ARS Title 28, Arizona Administrative Code, Federal Transportation Code, ADOT and MVD rules, policy and procedures, regulations, processes, and procedures; personnel rules; title and registration and driver license processing; basic knowledge of computer equipment and software such as Google Suites, DocuSign; project management concepts; liability insurance and bond requirements.
• 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
• organizing, analytical and problem solving, presentation, telephone and email etiquette
• possess cultural awareness and sensitivity
• sound work ethics and good judgment.
• Written and verbal communication, organizing, analytical and problem solving, presentation, telephone and email etiquette
• Requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
• Adapt and embrace a changing environment, processes and procedures
• to stand or sit for long periods
• to excel in an office environment including operating a PC, proprietary MVD software, and other office equipment
• evaluate documents for completeness and accuracy
• handle a high volume of telephone calls.
• Multitask
• respond quickly, independently and with flexibility under tight deadlines
• interact with various units such as ITG, FMS, OIG; and with court staff
• maintain high level of accuracy and confidentiality
• recognize and follow escalation procedures
• set priorities

Nice To Haves

• Previous MVD experience with some knowledge in T/R and/or DL.
• 1 year previous MVD exp in T/R and DL or upon successful completion of training and adherence to performance standards.

Responsibilities

• Answer, screen and transfer inbound calls and emails
• general administrative duties, scan, mail
• retrieve documents from filing system
• handle requests for information and data
• prepare written responses to routine inquiries
• prepare and modify documents including correspondence, drafts, memos and emails
• record, compile, transcribe and distribute minutes of meetings
• open, sort and distribute incoming correspondence.
• Respond by telephone/email to inquiries/concerns from government agencies, private entities and the public on a variety of topics, including statutory requirements using various databases and computer systems to verify status.
• Examine and evaluate documentation received such as court documents, contracts, MVD records, correspondence, applications and forms for completeness and accuracy. Create electronic records, utilizing applicable databases and computer applications.
• With assistance, research and interpret MVD policy, Arizona Revised Statutes, Arizona Administrative Code and regulations when resolving problems, questions and complaints presented by agency staff, law enforcement agencies, attorneys, lending institutions, other state agencies, other political jurisdictions and the public.
• Review, approve or deny electronic applications and supporting documents. Ensure all documentation is in compliance with A.R.S., A.A.C. and MVD policy
• resolve administrative problems and inquiries
• prepare agendas for meetings and prepare schedules
• review and resolve escalations if a CSR 1/CSR 2 is unable to resolve a customer’s question or complaint
• identify solutions to the customer inquiries
• analyze complex technical data and documentation pertaining to T&R, DL or other ADOT MVD processes.
• Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
• Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees