Address: MESA SHOP
2409 N. COUNTRY CLUB DRIVE, MESA, AZ 85201

The duty post for this position may be based out of the Equipment Services Durango facility located at 2225 S. 22nd Avenue, Phoenix, AZ 85009 while the Mesa facility is under construction.

Salary: $34,666 - $44,666 

Anticipated Salary: $39,666.84

Grade: 15

Closing Date: 04/02/2025

We offer weekends off with 13 days paid vacation, 10 paid holidays, excellent benefits including health, dental & vision plans, employee assistance program, educational assistance, career stability and a culture that values opportunity for growth and professional development where your skills will be recognized and rewarded!

This position is eligible to participate in the ASE Stipend Pay Program, employees can earn up to $4800 a year with qualifying certifications. We will reimburse 100% of the cost of passed tests!

Anticipated hiring salary is $39,666 with a potential to earn up to $44,466 when ASE Customer Service Representative Certified status is obtained.

Uniforms provided to shop employees at no charge and are eligible to participate in the Safety-toe Shoe reimbursement program (100% of cost up to $250.00 every other calendar year)

Work Hours: Monday through Friday 6:00am – 2:30pm

The Vehicle Maintenance Service Customer Service Representative provides direct customer service support to various external agencies and internal support to the Mesa vehicle repair shop.

Interaction and assisting customer with vehicle repair needs, interpreting computer/program information, discussing work performed with customer, mileage verification, data entry, resolving customer complaints/inquires, scheduling vehicles for preventative maintenance, (PM) service, warranty work, commercial repairs and service.

Open and close work orders, make PM appointments; perform spot checks on completed vehicle repairs and commercial services.

Monitor the PM and Emission Program for ADOT's vehicle fleet assigned to the complex.

Compile repair information from customers for repair shop personnel, ensure that all customer concerns are addressed while their vehicle is in scheduled or unscheduled repairs. Contact customers to provide information as to when vehicle repairs are completed, inform customers of extended repair times, and assist customers when picking up or dropping off vehicles.

Must respond professionally to all customer service requests, complaints and problems that must be solved on the spot by using alternatives, working with peers, supervisors, management; to include making decisions to resolve issues.

Responsible for all the after hour towing process, creating work orders, invoicing on a daily basis.

Operating a state vehicle in the course and scope of state business.

Other duties as assigned as related to the position.

Knowledge:
* Vehicle and equipment fleet maintenance operations.
* Strong knowledge of customer service techniques.
* General knowledge of vehicle/equipment mechanical skills.
* Fleet/Equipment Management Information Systems.
* Vehicle/equipment preventative maintenance service programs.
* General knowledge of vehicle/equipment towing operations.
* OSHA safety rules and regulations.
* State statutes and federal laws, rules and regulations as it pertains to fleet maintenance.

Skill:
* Interacting with people; applying professional customer service techniques.
* Written and oral communications.
* Executing timely resolutions to inquiries.
* Computer programs such as Google Workspace.
* Attentive listening.
* Basic math to review documents and handle credit card functions/payments.
* Organization and time management.
* Documenting accurate and complete information.

Ability:
* Provide professional and courteous customer service.
* Understand general mechanical skills in order to discuss customer inquiries or complaints.
* Make appropriate decisions within scope of responsibility.
* Resolve problems and answer questions regarding vehicle/equipment repairs.
* Work independently or in a team environment.
* Multi-task in a fast paced Maintenance Management environment.

Three (3) or more years of experience in a high volume multi-functional automotive fleet maintenance operation environment, providing customer service which includes responding to and resolving customer inquiries, complaints and experience operating a Fleet/Equipment Management Information System.

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

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

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.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.

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 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.