CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3

State of Arizona; Yuma (AZ); On-site; USD 22,000 - 25,000; Full time

Job summary

State of Arizona, Department of Transportation, Be a part of an innovative team in Yuma, AZ. The Customer Service Representative 1–3 roles perform entry to upper level CSR duties including data handling, policy interpretation and coordination of operations for multiple units.

Duties include handling calls and emails, processing applications, ensuring regulatory compliance, and providing guidance to providers and the public. Salary ranges shown; closing date provided.

Qualifications

• Entry to upper level CSR duties across multiple units; familiarity with policy interpretation.
• Ability to read and interpret statutes, regulations and organizational rules.
• Record keeping, reporting and data handling in an office setting.

Responsibilities

• Answer, screen and transfer inbound calls and emails; perform general administrative tasks.
• Review, approve or deny applications; ensure documents meet policy and regulatory requirements.
• Prepare written responses; record minutes and distribute to stakeholders.
• Respond to inquiries from government agencies and the public; use databases to verify status.
• Assist with coordination of unit operations and data analysis for performance improvements.

Skills

Communication

Typing

Problem solving

Customer service

Data entry

Google Suites

DocuSign

OIMS

Salesforce

Wire

Education

No degree specified

Tools

Google Suites

DocuSign

OIMS

Salesforce

Wire

Job description

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona.
Check out a day in the life of our Motor Vehicle Division employees truly thriving, CLICK HERE!

CUSTOMER SERVICE REPRESENTATIVE 1, 2 & 3

Job Location: 3150-YUMA
2165 E. Gila Ridge Rd
Yuma, AZ 85365

Posting Details: Salary: $16.0424 - $18.0807
Grade: 13-16
Closing Date: October 26, 2026

Customer Service Representative 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 Representative 2:
Performs intermediate 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 Representative 3:
Performs upper 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. May perform in a lead capacity.

Customer Service Representative 1:
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.
Customer Service Representative 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 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 Representative 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 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.

Knowledge of:
CSR 1 - 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.
CSR 2 - 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, and procedures; personnel rules; title and registration and driver license processing; basic knowledge of computer equipment and software such as Google Suites, DocuSign; project management concepts; liability insurance and bond requirements.
CSR 3 - 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, and procedures; personnel rules; title and registration and driver license processing; basic knowledge of computer equipment and software such as Google Suites, DocuSign; project management concepts; liability insurance and bond requirements.
Skills in:
CSR 1 - 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, presentation, telephone and email etiquette; possess cultural awareness and sensitivity; sound work ethics and good judgment.
CSR 2 - Written and verbal communication, organizing, analytical and problem solving, presentation, telephone and email etiquette; possess 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.
CSR 3 - Requires 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; possess cultural awareness and sensitivity