Customer Service Representative 4 Lead

DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 4 LEAD

• Open to CURRENT ADOT EMPLOYEES Only!

Job Location :

Motor Vehicle Division

4123 E. Valley Auto Dr.

Mesa AZ 85206

Posting Details : Salary : 40207.02

Grade : 17

Closing Date : 11 / 24 / 2025

Job Summary :

Under minimal supervision perform senior level or lead customer service activities in field office; manage the most complex customer service complaints inquiries and issues that may include specialized instruction training or certification in specialized areas of expertise; train lower level staff and monitor and manage workflow within the unit evaluating and recommending changes to work processes and procedures. May serve as backup for the supervisor.

Job Duties :

Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval / issue credentials; utilize electronic verification systems / fraud detection tools to identify suspicious / fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation.

Examine approve reject or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives rules regulations policies and procedures. Process approved application. Return rejected or denied submissions for correction.

Query update and / or create records on various databases; examine operator / COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.

Research / analyze problem applications / cases; determine steps necessary to achieve eligibility compliance and conformance; respond to all inquiries; explain compliance requirements and penalties for non-compliance; assure positive courteous considerate professional and expeditious public service.

Review and assess Operator / COL license application eligibility. Determine the applicants adherence to the applicable portion of the ARS provisions of the Motor Vehicle Code administrative regulations policies and procedures. Determine collect validate and reconcile applicable fees to include bonded title and penalties.

Assure security and valid reconciliation of cash drawer and collected revenue; order drivers license consumables and office supplies and maintain inventory of accountable and non-accountable forms; produce bank deposits; audit and quality check documentation; assist supervisor overseeing daily operations opening and closing of facility.

Conduct vehicle inspections determine compliance and conformance with ARS Title 28 and MVD Statutes determine the proper identity of the vehicle identify possible stolen vehicles; administer and evaluate written oral or vision tests; conduct road and motorcycle driving skill tests.

Conduct training produce special reports and correspondence; accumulate data or statistics on various work activities completed in a workday to be incorporated into management reports. Confer with management on problem transactions assuring fully apprised of unusual transactions; assist in scheduling classes and OJT.

Knowledge Skills & Abilities (KSAs) :

Knowledge of :

ARS Title 28 provisions and related directives rules regulations policies and procedures about licensing of motor vehicle operators and titling and registration of motor vehicles fraudulent document recognition voter registration selective service and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training Arizona Version / Level I and Level 11; proper incident reporting and investigation procedures.

Skills in :

Active listening critical thinking reading comprehension oral and written communication and problem resolution techniques actively looking for ways to help people; data entry retrieval and analysis skills.

Ability to :

Proficient in the use of electronic verification systems and fraud detection equipment / tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests; manage files and records designing forms and evaluation of customer satisfaction.

Selective Preference(s) :

Experience as an MVD Customer Service Representative.

AAMVA Fraudulent Document Recognition Training.

Completion of MAX training.

Pre-Employment Requirements :

Valid Arizona drivers license and fingerprint clearance.

If this position requires driving or the use of a vehicle as an essential function of the job then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current valid class-appropriate drivers license complete all required training and successfully pass all necessary drivers license record checks. The license must be current unexpired and neither revoked nor suspended. Employees who drive on state business are subject to drivers 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.) R.11).

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

Benefits :

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

Retirement :

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us :

For questions about this career opportunity please contact ADOT Human Resources Recruitment via email at or phone call at 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 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.

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1