Customer Service Representative 3

Arizona Department of Administration • Tucson, AZ

3d • Onsite

About The Position

Under general supervision, the Customer Service Representative 3 provides accurate, courteous, timely customer service to applicants for titling and registration, driver licenses, mandatory insurance, and related services. The role ensures compliance with applicable statutes, Arizona Title 28 transportation laws, rules, regulations, and MVD policies and procedures. It responds to public inquiries, examines documentation, verifies financial responsibility and insurance information, updates driver license credentials, interprets motor vehicle records and legal documents, and provides accurate written and verbal information. The position also resolves questions and problems raised by internal and external agency staff, uses computer systems for data storage and retrieval, balances a drawer nightly, and consults with Leads and Supervisors on difficult cases and decisions.

The position is located at the Motor Vehicle Division, 1360 S. Stocker Drive, Tucson, Arizona. The listed salary is $18.0807 per hour. The posting closing date is October 26, 2026. Background and fingerprint clearance are required, and newly hired State employees must successfully complete E-Verify.

Requirements

• Two years of experience in a customer service environment.
• Knowledge of Arizona Revised Statutes Title 28 and MVD operational policies and procedures.
• Knowledge of PDPS, ELT, CDLIS, MVD organization, applicable MVD software, databases, screens and codes, public relations, office practices, problem-resolution techniques, equipment and records security practices, and Google Workspace.
• Proficient verbal, written communication, and computer skills.
• Ability to read records and resolve complex issues under stressful conditions, including customer-record or policy-interpretation issues.
• Ability to correctly interpret and apply rules, policies, and procedures.
• Ability to communicate effectively and provide the appropriate level and extent of information.
• Ability to handle high-volume calls.
• Ability to operate a computer, copier, credit card machine, and telephone systems.
• Background and fingerprint clearance required.
• Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Mandatory participation in the Arizona State Retirement System (ASRS).

Responsibilities

• Examine, approve, reject, or deny electronic and mailed titling and registration applications and legal documents, ensuring compliance with Arizona Revised Statutes and MVD requirements; process approved requests and return rejected or denied submissions for correction or additional information.
• Query, update, and create computer records; review records for outstanding citations or warrants; determine driver license eligibility; inform licensees of violations; recommend corrective action; analyze historical records, including the National Register; and evaluate reinstatement rights.
• Research and analyze problem cases and determine the steps needed to establish eligibility and compliance.
• Respond to inquiries, explain procedures and compliance requirements, describe the rationale for requirements and penalties for noncompliance, and provide positive, professional, timely public service.
• Examine documentation to determine or clarify information, verify financial responsibility, update insurance information and driver license credentials, and interpret motor vehicle records and legal documents.
• Resolve problems and questions from internal and external agency staff, consulting with Leads and Supervisors on difficult matters and appropriate actions.
• Use computer systems for data storage and retrieval and balance the cash drawer nightly.

Benefits

• Sick leave
• Vacation and 10 paid holidays per year
• Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child, through a pilot program
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional 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