State of Arizona · 7 hours ago
CUSTOMER SERVICE REPRESENTATIVE 3
Tucson, AZ
Full-time
Onsite
Entry, Mid Level
$18/hr - $18/hr
2+ years expThe State of Arizona is seeking a CUSTOMER SERVICE REPRESENTATIVE 3 for the Department of Transportation. The role involves providing accurate and courteous customer service related to titling and registration, driver licenses, and ensuring compliance with transportation laws and regulations.
GovernmentOffice AdministrationPublic Relations
No H1B
U.S. Citizen Only
Responsibilities
Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents; by verbal instructions via phone and e-mail application to assure compliance with the ARS and MVD; process approved requests and return rejected or denied submissions for correction and further information
Query, update and/or create computer records; review data for outstanding citations or warrants; determine eligibility for a driver license, inform licensee of outstanding violations on record; recommend action for correction; analyze historical records, including the National Register; and evaluate for reinstatement rights
Research/analyze problem cases; determine steps necessary to achieve eligibility and compliance; respond to all inquiries; provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance; assure positive, professional, expeditious public service
Qualification
Required
Provide accurate, courteous and excellent customer service in a timely manner to applicants for titling and registration (T&R), driver licenses, mandatory insurance, etc
Ensure conformance to all applicable statutes, Title 28 Transportation laws, rules, regulations, MVD policies and procedures
Respond to inquiries from the general public
Examine documentation to determine or clarify information, financial responsibility verifications and updating insurance information and driver license credentials
Verify and interpret motor vehicle records
Examine legal documents and provide accurate information, both written and verbal
Resolve problems and questions presented by agency staff both internal and external
Operate a computer for data storage and retrieval
Balance drawer nightly
Confer with Leads and Supervisors to determine actions to be taken and to make appropriate decisions for resolution for difficult problems and/or questions
Examine, approve, reject or deny Electronic and/or mail copies of T&R applications and legal documents
Process approved requests and return rejected or denied submissions for correction and further information
Query, update and/or create computer records
Review data for outstanding citations or warrants
Determine eligibility for a driver license
Inform licensee of outstanding violations on record
Recommend action for correction
Analyze historical records, including the National Register
Evaluate for reinstatement rights
Research/analyze problem cases
Determine steps necessary to achieve eligibility and compliance
Respond to all inquiries
Provide procedural information, explain compliance requirements, rationale for such requirements and penalties for noncompliance
Assure positive, professional, expeditious public service
Knowledge of ARS Title 28
Knowledge of MVD Operational policies and procedures and MVD organization
Knowledge of Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and applicable MVD software, databases, screens and codes
Knowledge of public relations, office practices, problem resolution techniques
Knowledge of practices for control and security of equipment, facilities, cash, forms and records
Knowledge of computer use to reference policies and memos and assist customers using MVD web-based programs and applications
Knowledge of Google Workspace
Proficient skills in verbal and written communication
Computer skills
Reading records and resolving complex issues under stressful conditions with customer records or policy interpretation
Correctly interpreting and applying rules, policies and procedures
Ability to communicate effectively in providing an appropriate level and extent of required information
Ability to handle high volume calls
Ability to operate computer, copier, credit card machine and telephone systems
Background and Fingerprint clearance required
Possess and retain a current, valid class-appropriate driver's license if required to drive
Complete all required training and successfully pass all necessary driver's license record checks if required to drive
Maintain acceptable driving records if required to drive
Complete all required driver training if required to drive
Maintain the statutorily required liability insurance if operating a personally owned vehicle on state business
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)
Preferred
Two years' experience in a customer service environment
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.
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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