Customer Service Representative 1 & 3

Arizona Department of Administration • Avondale, AZ

4d • Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives 1 and 3 to serve the public at a local Motor Vehicle Division field office in Avondale, Arizona. The role provides motor vehicle services related to licensing, titles, testing, and permits, while ensuring work is timely and accurate and documents and personal information are properly validated and secured. Employees follow Arizona Revised Statutes and ADOT/MVD policies and procedures.

Customer Service Representative 1 is an entry-level training position. Customer Service Representative 3 performs the same core services independently and requires one year of previous MVD experience in title and registration and/or driver’s licenses, or successful training completion with adherence to performance standards, typically within six months.

The position requires customer-focused communication, data entry and document review, and the ability to work in an office environment and stand or sit for long periods. Employees may need to work outside. A background check and fingerprinting are required. Employees driving on state business must meet the stated license, driving-record, training, and insurance requirements. Newly hired State employees must successfully complete E-Verify.

Requirements

• Customer Service Representative 1: no prior experience required; entry-level training position.
• Customer Service Representative 3: one year of previous MVD experience in title and registration and/or driver's licenses, or successful completion of training and adherence to performance standards, typically within six months.
• Knowledge of, or ability to learn, ADOT/MVD rules, regulations, processes, and procedures.
• Ability to apply customer service principles and best practices.
• Verbal and written communication skills with a customer-centric focus.
• Typing or keyboarding ability sufficient to keep pace with expected productivity.
• Ability to adapt to and embrace changes in the work environment, processes, and procedures.
• Ability to stand or sit for long periods and work outside when necessary.
• Ability to work effectively in an office environment, operate a computer, and use proprietary MVD software and other office equipment.
• Successful background check and fingerprinting.
• For employees operating a motor vehicle on State business: maintain a current, valid, class-appropriate driver's license; complete required training and pass required driving-record checks; and maintain an acceptable driving record. Employees using a personally owned vehicle on State business must maintain required liability insurance.
• 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

• Learn to process or process credentials and title work by reviewing documents and applications for accuracy, validity, and security in accordance with ADOT/MVD rules, statutes, policies, and procedures.
• Answer customer questions and assist with vehicle or credential records through system research, document review, and service history.
• Perform data entry and review.
• Learn to administer or administer operator knowledge and skills testing.
• Conduct level 1 vehicle inspections, including VIN validation.
• Capture customer photos, signatures, and application information for credential eligibility and issuance.
• Determine, collect, and evaluate fees, and use general accounting procedures to balance accounts.
• Secure and protect personal identity information (PII) and inventory.
• Learn and participate in process improvement activities, identify process gaps, and recommend solutions to improve efficiency, reduce costs, and increase customer service.

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 (pilot program)
• Health insurance
• Dental insurance
• Retirement plan
• Life insurance
• Long-term disability insurance
• Optional short-term disability insurance
• Optional deferred compensation plans
• Optional supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed