Address:  1801 W. Jefferson
Phoenix, AZ 85007

Salary: $33,368.19 - $37,607.86 

Grade: 16

CUSTOMER SERVICE REP 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 REP 2
Performs intermediate-level 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 upper-level 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.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

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 customer's 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 customer-centric 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 problem-solving
• 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 problem-solving, 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: Entry-level 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 1-year previous MVD experience in T/R and DL or upon successful completion of training and adherence to performance standards.

Must possess and maintain a valid AZ driver's license.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

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

The Arizona Department of Administration offers a comprehensive benefits package to include:
• 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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. 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 (602) 712-8188. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.