Customer Service Representative 3

Arizona State Government; Tucson (AZ); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Sick leave

Holidays

Parental leave

Health insurance

Retirement plan

Life insurance

Job summary

Arizona Department of Transportation in Tucson, AZ is seeking a Customer Service Representative 3 to deliver accurate per-standard assistance for titling and registration and driver licenses. You will interpret policies, answer inquiries, verify documentation, and support customers with information and service accuracy.

Role requires clear communication, strong computer skills, and the ability to handle high-volume calls while maintaining professional public service standards.

Qualifications

• Two years of experience in a customer service environment.
• Background and fingerprint clearance required.
• E-Verify participation required.

Responsibilities

• Provide accurate, courteous customer service for title and registration queries and driver licenses.
• Examine documentation, verify information, and update insurance and credentials as needed.
• Use computer systems to search records, balance cash drawer, and resolve inquiries efficiently.

Skills

Verbal & written communication

Computer skills

Problem solving

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!

Customer Service Representative 3

Job Location:

Motor Vehicle Division 1360 S. Stocker Drive Tucson, AZ 85710

Posting Details:

• Salary: $18.0807/hr
• Grade: 16
• Closing Date: 08/31/2026

Job Summary:

Under general supervision, provide accurate, courteous and excellent customer service in a timely manner to applicants for titling and registration (T&R), driver licenses,mandatory insurance, etc. ensuring 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 or difficult problems and/or questions.

Job Duties:

• 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.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:

• ARS Title 28.
• MVD Operational policies and procedures;
• Problem Driver Pointer System (PDPS), Electronic Lean Title (ELT), Commercial Driver License Information System (CDLIS), and MVD organization.
• Applicable MVD software, databases, screens and codes.
• Public relations, office practices, problem resolution techniques.
• Practices for control and security of equipment, facilities, cash, forms and records.
• Computer use to reference policies and memos and assist customers using MVD web based programs and applications.
• Google workspace.

Skill in:

• Proficient skills in verbal and written communication and computer skills.
• In reading records and resolving complex issues under stressful conditions with customer records or policy interpretation.
• In correctly interpreting and applying rules, policies and procedures.

Ability to:

• Communicate effectively in providing an appropriate level and extent of required information.
• Handle high volume calls.
• Operate computer, copier, credit card machine and telephone systems.

Selective Preference(s):

Two years of experience in a customer service environment.

Pre-Employment Requirements:

Background and fingerprint clearance required.

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

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave 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 [e-mail] or phone call at [phone] 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 [phone] 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.