DEPT OF TRANSPORTATION

Driving the future of transportation with a diverse and innovative team!

Address: 1801 W. Jefferson
Phoenix AZ 85007

Salary: $16.0424 $18.0807

Grade: 16

CUSTOMER SERVICE REP 1
Performs entrylevel 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 REP 2
Performs intermediatelevel customer service activities; compiling information; preparing reports; analyzing policy and procedures; interpreting 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 REP 3
Performs upperlevel customer service activities; compiling information; prepares reports; analyzes policy and procedures; interpretation of organizational rules; problem resolution; provides guidance and assistance to providers and end users; assists with coordination of functional operations for various units/programs. May perform in a lead capacity.

CUSTOMER SERVICE REP 1

• Answer screen and transfer inbound calls and emails; general administrative duties scan mail; retrieve documents from the 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.
  

CUSTOMER SERVICE REP 2

• 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; retrieve documents from the filing system; handle requests for information and data; resolve administrative problems and inquiries; prepare written responses to routine inquiries; prepare and modify documents including correspondence reports drafts memos and emails; prepare agendas for meetings and prepare schedules; record compile transcribe and distribute minutes of meetings.
• 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.
• 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.
  

CUSTOMER SERVICE REP 3

• 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; handle requests for information and data; resolve administrative problems and inquiries; prepare written responses to routine inquiries; prepare and modify documents including correspondence reports drafts memos and emails; prepare agendas for meetings and prepare schedules; record compile transcribe and distribute minutes of meetings.
• 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; review and resolve escalations if a CSR 1/CSR 2 is unable to resolve a customers question or complaint; identify solutions to customer inquiries.
• 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; analyze complex technical data and documentation pertaining to T&R DL or other ADOT MVD processes.
• 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.
• 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.

CUSTOMER SERVICE REP 1
Knowledge of:
Or ability to learn ADOT and MVD rules regulations processes and procedures
Or the ability to execute customer service principles and best practices.

Skills in:
Communication both verbal and written with a customercentric focus
Typing or keyboarding at a rate capable of keeping pace with expected productivity for a CSR
Organizing analytical and problem solving presentation telephone and email etiquette
Cultural awareness and sensitivity; sound work ethics and good judgment.

Ability to:
Adapt and embrace a changing environment processes and procedures
Stand or sit for long period
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

CUSTOMER SERVICE REP 2
Knowledge of:
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 procedures and personnel rules
Title and registration and driver license processing
Basic computer equipment and software such as Google Suites DocuSign
Basic project management concepts; liability insurance and bond requirements

Skills in:
Written and verbal communication
Organizing analytical and problemsolving
Presentation telephone and email etiquette
Cultural awareness and sensitivity; sound work ethics and good judgment
Superior customer service skills; use of various applications and databases to maintain company and certified provider information such as OIMS Salesforce Wire insurance etc.

Ability to:
Multitask; respond quickly independently and with flexibility under tight deadlines
Interact with various units such as ITG FMS OIG; and with court staff
Maintain a high level of accuracy and confidentiality
Recognize and follow escalation procedures
Set priorities
Evaluate documents for completeness and accuracy
Handle a high volume of telephone calls

CUSTOMER SERVICE REP 3
Knowledge of:
Or the ability to learn and understand ARS Title 28 Arizona Administrative Code Federal Transportation Code ADOT and MVD rules policy and procedures regulations personnel rules processes and procedures
Title and registration and driver license processing
Basic computer equipment and software such as Google Suites DocuSign
Project management concepts
Liability insurance and bond requirements

Skills in:
Significant customer service skills and diplomacy to ensure that the customer is satisfied
Written and verbal communication
Organizing analytical and problemsolving presentation telephone and email etiquette
Cultural awareness and sensitivity; sound work ethics and good judgment
Use of various applications and databases to maintain company and certified provider information such as OIMS Salesforce Wire insurance etc.

Ability to:
Multitask; respond quickly independently and with flexibility under tight deadlines
Interact with various units such as ITG FMS OIG; and with court staff
Maintain a high level of accuracy and confidentiality
Recognize and follow escalation procedures
Set priorities
Evaluate documents for completeness and accuracy
Handle a high volume of telephone calls

CSR 1: Entrylevel training position requiring no experience. Ideal candidates will have some experience in customer service and data entry.
CSR 2: Previous MVD experience with some knowledge in T/R and/or DL.
CSR 3: Minimum 1year previous MVD experience in T/R and DL or upon successful completion of training and adherence to performance standards.

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

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental LeaveUp to 12 weeks per year paid leave for newborn or newlyplaced foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and longterm disability insurance
Optional employee benefits include shortterm disability insurance deferred compensation plans and supplemental life insurance

Learn more about the Paid Parental Leave pilot programhere. 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. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.