Customer Service Representative 1 & 3

Arizona Department of Administration • Glendale, AZ

3d • $16 - $18 • Onsite

About The Position

The Arizona Department of Transportation is hiring Customer Service Representatives 1 and 3 for a local Motor Vehicle Division field office in Glendale, Arizona. The role provides public-facing motor vehicle services, including licensing, titling, testing, and permits. Employees are responsible for accurate and timely work, document security and validation, and following 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 prior 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.

The position involves processing credentials and title work; answering customer questions and researching vehicle or credential records; administering knowledge and skills tests; conducting Level 1 vehicle inspections, including VIN validation; capturing photos, signatures, and application information; collecting and evaluating fees; balancing accounts; and protecting personal identity information and inventory. Employees also take part in process-improvement activities and recommend ways to improve efficiency, reduce costs, and increase customer service.

The role requires a valid driver's license and includes driving or use of a vehicle as an essential job function. Background checks and fingerprinting are required. Newly hired State employees must successfully complete E-Verify.

Requirements

• Customer Service Representative 1: no experience required; the role is an 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.
• Possess and maintain a current, valid driver's license; employees driving on State business must meet applicable license, training, record-check, and driving-record requirements.
• Complete a background check and fingerprinting.
• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify) as a newly hired State employee.
• 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 keyboard skills sufficient to keep pace with expected productivity.
• Ability to adapt to a changing environment and changes to processes and procedures.
• Ability to stand or sit for long periods and work outside when necessary.
• Ability to excel in an office environment, operate a PC/computer, and use proprietary MVD software and other office equipment.

Responsibilities

• 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 provide service related to vehicle or credential records through system research, document review, service-history review, data entry, and data review.
• Administer operator knowledge and skills tests.
• Conduct Level 1 vehicle inspections, including VIN validation.
• Capture customers' 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.
• Participate in process-improvement activities, identify potential 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, through a pilot program
• Health and dental insurance
• Retirement plan, with mandatory participation in the Arizona State Retirement System (ASRS)
• 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