State of Arizona · 2 days ago
CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3
Phoenix, AZ
Full-time
Onsite
Entry, Mid, Senior Level
$16.04/hr - $18.08/hrThe State of Arizona's Department of Transportation is seeking Customer Service Representatives at various levels to enhance the safety of the transportation system. The role involves performing customer service activities, compiling information, preparing reports, and providing guidance to users while ensuring compliance with organizational policies and procedures.
GovernmentOffice AdministrationPublic Relations
No H1B
Responsibilities
Answer, screen and transfer inbound calls and emails; general administrative duties, scan, mail; retrieve documents from 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
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 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
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 the 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
Qualification
Required
Entry level training position requiring no experience for CSR 1
Previous MVD experience with some knowledge in T/R and/or DL for CSR 2
1 year previous MVD experience in T/R and DL or upon successful completion of training and adherence to performance standards for CSR 3
Background check and fingerprinting is required
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)
Knowledge of or the ability to learn ADOT and MVD rules, regulations, processes, and procedures
Knowledge of or the ability to execute customer service principles and best practices
Basic knowledge of computer equipment and software such as Google Suites, DocuSign
Communication both verbal and written with a customer centric focus
Typing or keyboarding at a rate capable of keeping pace with expected productivity for CSR
Organizing, analytical and problem solving skills
Presentation, telephone and email etiquette
Possess cultural awareness and sensitivity
Sound work ethics and good judgment
Ability to adapt and embrace a changing environment, processes and procedures
Ability to stand or sit for long periods
Ability to excel in an office environment including operating a PC, proprietary MVD software, and other office equipment
Ability to evaluate documents for completeness and accuracy
Ability to handle a high volume of telephone calls
Benefits
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
Company
State of Arizona
As public servants, we deeply care about Arizona and are committed to facing the issues of our state head-on.
Founded in 1912
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Aletha Della Rocco
Human Resources Business Partner, Talent Acquisition
George McNeely MBA
Chief Human Resources Officer - Arizona Department of Administration - Shared Services
Recent News
Phoenix Business Journal
2025-01-11
The Arizona Republic
2024-01-27
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